Oracle Supply Chain Management Cloud Using Order Management. Release 10

Transcription

1 Oracle Supply Chain Management Cloud Release 10

2 Oracle Supply Chain Management Cloud Part Number E Copyright , Oracle and/or its affiliates. All rights reserved. Authors: Cynthia Stevens, Deborah West This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited. The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing. If this is software or related documentation that is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT END USERS: Oracle programs, including any operating system, integrated software, any programs installed on the hardware, and/ or documentation, delivered to U.S. Government end users are "commercial computer software" pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, shall be subject to license terms and license restrictions applicable to the programs. No other rights are granted to the U.S. Government. This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications. Oracle and Java are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group. This software or hardware and documentation may provide access to or information on content, products and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services. For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at ctx=acc&id=docacc Oracle customers have access to electronic support through My Oracle Support. For information, visit ctx=acc&id=info or visit if you are hearing impaired.

3 Contents Preface 1 i Manage Open Sales Orders Overview Order Management Flow with Oracle CPQ Cloud: How it Works Order Orchestration Business Objects: How They Fit Together Searching in the Order Orchestration Work Area: Explained Editing Fulfillment Line Attributes: Examples Fulfillment Line Tax Information: Explained Correcting Errors: Explained Recurring Charges and Order Total: Explained Parallel Processing: Explained Recovering Orders in Bulk: Procedure Using Scheduled Processes to Recover Orders in Bulk: Procedure Sourcing Items from a Different Warehouse: Points to Consider Resolving Fulfillment Line Exceptions: Points to Consider Using Holds to Temporarily Stop Processing: Explained Reviewing Exceptions: Examples Manual Scheduling: Explained Order Orchestration Work Area Analytics: Explained Order Orchestration Work Area Analytic Types: Explained Split Fulfillment Lines: Explained Disabled Fulfillment Line Actions: Explained Models: Explained Closing Orchestration Orders: Procedure Fulfillment Line Closure : Explained FAQs for Manage Open Sales Orders... 30

4 2 Process Sales Orders Overview Changes in Order Orchestration: How They Are Processed Order Orchestration Task Layer: Explained Shipment Task Layer Services: Explained Schedule Task Layer Services: Explained Reservation Task Layer Services: Explained Invoice Task Layer Services: Explained Pausing Orchestration Processes: Explained Holds Task Layer Services: Explained Return Task Layer Services: Explained Orchestration Process Assignment Failure: Explained FAQ for Process Sales Orders Orchestration Lookups: Explained Orchestration Profile Options: Explained Manage Hold Codes Manage Orchestration Source Systems FAQs for Orchestration Source Systems Collect Orchestration Reference and Transaction Data Perform Orchestration Data Collections Review Orchestration Collected Data FAQs for Review Planning Collected Data Define Orchestration Define Processing Constraints

5 Preface Preface This Preface introduces information sources available to help you use Oracle Applications. Oracle Applications Help Use the help icon to access Oracle Applications Help in the application. Note If you don't see any help icons on your page, click the Show Help button in the global area. Not all pages have help icons. You can also access Oracle Applications Help at Oracle Applications Guides To find other guides for Oracle Applications, go to: Oracle Applications Help, and select Documentation Library from the Navigator menu. Oracle Help Center at Other Information Sources My Oracle Support Oracle customers have access to electronic support through My Oracle Support. For information, visit or visit if you are hearing impaired. (if you are hearing impaired). Oracle Enterprise Repository for Oracle Fusion Applications Oracle Enterprise Repository for Oracle Fusion Applications ( provides details on assets (such as services, integration tables, and composites) to help you manage the lifecycle of your software. Documentation Accessibility For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at i

6 Preface Comments and Suggestions Please give us feedback about Oracle Applications Help and guides! Send to: Click your user name in the global area of Oracle Applications Help, and select Send Feedback to Oracle. ii

7 1 Chapter 1 Manage Open Sales Orders Manage Open Sales Orders Overview A customer service representative, order manager, or order administrator can use the Manage Open Sales Orders business process to make sure sales orders are fulfilled efficiently. These users can use the Order Orchestration work area to manage and monitor this process. This work area provides information about source orders that come from the order capture systems and fulfillment systems that your organization uses. You can do the following work in the Order Orchestration work area: Monitor order status and fulfillment line exceptions. View orchestration orders and orchestration processes. Identify fulfillment lines and orchestration processes that include exceptions. Use a Gantt chart, visual alerts, and orchestration process statuses to identify tasks that are in jeopardy. Check item availability, including options and their costs and delivery dates. Use intelligence that assists you with decision making. Take corrective action, such as substituting an item or splitting fulfillment lines so that order orchestration can supply a product from multiple warehouses. Manually schedule fulfillment lines. Manage holds. Manage order orchestration messages. Recover from errors. Order Management Flow with Oracle CPQ Cloud: How it Works Oracle Fusion Order Management Cloud Service provides an integration between Oracle Configure, Price, and Quote (CPQ) Cloud; Oracle SCM Cloud; and Oracle Financials Cloud. It streamlines the quote-to-cash order process, allowing you to manage how your orders are quoted, priced, fulfilled, and billed. It provides your enterprise with a way to set up order fulfillment to support your operating practices, improve operational effectiveness, improve consistent usage of business processes, and enforce corporate compliance. 1

8 Chapter 1 Manage Open Sales Orders The following figure illustrates the flow that order management uses when it processes a quote-to-cash order. Explanation of Callouts Order management uses the following steps when it processes an order: 1. Oracle CPQ Cloud creates a quote, adds products to the quote, prices the products, calculates shipping, communicates with Oracle Financials Cloud to approve credit, and then sends the order to order management. If the order includes a configured product, then Oracle CPQ Cloud uses a configurator to configure the product. Oracle CPQ Cloud also handles and sends order changes and order cancellations to order management, and it creates accounts for new customers. 2. Fusion Order Management uses an orchestration process during order import that identifies and assigns the set of steps that it will use to source, schedule, fulfill, pick, pack, and ship the order. The steps that it assigns vary so that 2

9 Chapter 1 Manage Open Sales Orders they optimize order fulfillment according to the specific needs of the order. It determines process logic, such as how to do forward planning and backward planning, how to compensate for modifications to the order, and it identifies the statuses to use for the order. Order management also calls the task layer services that perform the fulfillment process steps and that manage fulfillment tasks. 3. Fusion Order Management interacts with Oracle Fusion Global Order Promising to determine availability and order promising. If the order must reserve the product, then Fusion Order Management also interacts with the application that handles inventory. It communicates with Oracle Fusion Shipping to ship the order and it updates the fulfillment status. It then sends order information to order billing. 4. Fusion Accounts Receivables processes the billing information, including one-time charges and recurring charges, and then sends this information to Oracle Financials Cloud. 5. Oracle Financials Cloud creates an invoice, and then sends the order to order billing. It also processes payments, manages receivables, and manages revenue. 6. Order billing updates the billing status, and then sends it to Oracle CPQ Cloud. During this process, Fusion Order Management communicates order status and invoice status to Oracle CPQ Cloud, and Oracle Financials Cloud communicates the invoice status to the task layer services. Related Topics Product Transformation Rules: Explained Order Orchestration Task Layer: Explained Order Orchestration Business Objects: How They Fit Together The business objects that order orchestration uses allow you to monitor, manage, and fulfill orders. This topic describes some of these business objects and their relationships. 3

10 Chapter 1 Manage Open Sales Orders The following diagram illustrates how order orchestration modifies a source order. In this example, order orchestration does the following work: 1. Receives a source order. This order includes four order lines. 2. Decomposes the source order into logical pieces that it can fulfill, including an orchestration order. 3. Assigns fulfillment lines to orchestration processes. 4. Runs the orchestration processes that perform the tasks that are required to fulfill each fulfillment line. Note the following for this example: The first orchestration order line includes one fulfillment line. Order orchestration associates it with an orchestration process. 4

11 Chapter 1 Manage Open Sales Orders The second orchestration order line includes two fulfillment lines. Order orchestration associates them with a second orchestration process. The third and fourth orchestration order lines each include one fulfillment line. Order orchestration associates them with a third orchestration process. Some Business Objects That Order Orchestration Uses The following are some of the important business objects that order orchestration uses. Object Description Orchestration order Includes orchestration order lines and fulfillment lines. Note the following: The relationship that exists between an orchestration order and an orchestration order line is similar to the relationship that exists between a sales order and a sales order line. An orchestration order might not exactly mirror the structure that the source order uses. Orchestration order line Typically includes one fulfillment line. Note the following: If order orchestration splits a fulfillment line, then it maps two or more fulfillment lines to the same orchestration order line. The relationship that exists between an orchestration order and the orchestration order lines preserves some of the original structure of the source order, making it easier to keep track of the original intent of the source order, even if order orchestration splits the fulfillment lines that it associates with the orchestration order. Fulfillment line The main business object that you modify in the Order Orchestration work area. You can do the following modifications: Schedule or unschedule a fulfillment line Reserve product for a fulfillment line Substitute an item on a fulfillment line Change the warehouse, shipping method, or demand class for a fulfillment line 5

12 Chapter 1 Object Manage Open Sales Orders Description And so on Orchestration process An order administrator can set up an orchestration process to determine the tasks that this process must perform. You cannot modify an orchestration process definition in the Order Orchestration work area, but you can monitor an instance of this definition while it manages each fulfillment line. You can monitor each fulfillment line as it progresses through the orchestration process. Return fulfillment line Represents an order that order orchestration uses to return items. It is similar to a fulfillment line, but it includes a set of attributes that are specific to returning items. Searching in the Order Orchestration Work Area: Explained You can search for items on the Order Orchestration Overview page of the Order Orchestration work area. You can save searches that you must run frequently, and you can add fulfillment line searches that you have saved to the Watchlist. You can use the following different types of searches. Type of Search Description Basic You can use a few attributes to search for the following items: Fulfillment line Orchestration order Orchestration order line Orchestration process Return fulfillment line Order orchestration message 6

13 Chapter 1 Manage Open Sales Orders Type of Search Description Advanced Includes more attributes than the basic search includes. Note the following: You can use the Add Fields list to add more fields to the advanced search. If you use it, then the Search Results area displays each field that you add as a column after you run the search. You can use an extensible flexfield, but only with Order Orchestration, and only when you search for fulfillment lines. You cannot use an extensible flexfield with Order Management. All segments in the context are displayed by default. You can use advanced search to search for closed fulfillment lines. You cannot use basic search to search for closed fulfillment lines. Editing Fulfillment Line Attributes: Examples You can edit fulfillment line attributes in the Order Orchestration work area. Editing the Warehouse for Multiple Fulfillment Lines You are an order manager at a company that supplies carpeting from various warehouses throughout the United States. You just found out that the Boston warehouse is flooded due to a recent storm, but you know that the New York warehouse includes sufficient supply. You search for all fulfillment lines that source carpet from the Boston warehouse. You select all the fulfillment lines, and then open the Edit Fulfillment Lines window. You change the warehouse to New York. Editing the Demand Class for Multiple Fulfillment Lines You are an order manager at a company that is attempting to renew the approved supplier status with ABC Corporation. The negotiators at this corporation have stated that they are considering not renewing the approved supplier status due to a number of late orders. Because of the importance of this contract, you must make sure that these orders are not late. You search for all fulfillment lines for ABC Corporation, select all the fulfillment lines, open the Edit Fulfillment Lines window, and then set the Demand Class to High Priority. Recurring Charges and Order Total: Explained Order management uses text in the Your Price field to indicate a recurring charge. For example, the following value describes a recurring charge of $1, that occurs every month: 1, per Month If an order line includes a recurring charge, then order management sums only the one-time charges on this order line. It does not include the recurring charge in the Amount field of the order line. If an order line includes only a recurring charge, then 7

14 Chapter 1 Manage Open Sales Orders order management displays a value of 0 in the Amount field. Order management does this because a recurring charge occurs in a specific time period, but the total includes only the amount that is currently due. This time period might occur sometime after the date when the amount is due. Parallel Processing: Explained Order orchestration can simultaneously process more than one task. You can use this parallel processing to process different sets of fulfillment lines that each require a different set of processing tasks. For example, assume a customer purchases a laptop computer that includes a service contract. The business flow requires that the laptop ship at the same time that the service contract is sent through . You can use parallel processing to ship the laptop and send the at the same time. The following figure illustrates part of an orchestration process that includes branches that run in parallel with one another. Step 300 begins the parallel branching. Order orchestration runs steps 400 and 500 in one branch at the same time that it runs steps 600 and 700 in a parallel branch. The Create Invoice and the Wait for Billing steps occur after step 800. This figure does not include these final steps. 8

15 Chapter 1 Manage Open Sales Orders Order orchestration plans the orchestration process after it finishes each task. However, if a task requires several days to finish, then planning data might not be current because order orchestration cannot replan the branch while it waits for a longrunning task to finish. For information about how to use the Plan Orchestration Processes scheduled process to schedule an update that occurs at regular intervals, see Defining Orchestration Processes: Explained. Guidelines for Using Parallel Processing You set up an orchestration process so that it uses parallel processing in the same way that you set up an orchestration process to use a conditional branch, with the following differences: When you create a branch, you select the Parallel step type. You do not create branching conditions, set an evaluation sequence, or select Otherwise. Note the following: It is recommended that you use parallel processing when multiple, long-running tasks exist that must run at the same time. For example, to send simultaneous requests to two different fulfillment systems that typically require elapsed time to reply. It is recommended that you do not use parallel processing when the reply from a task request occurs almost immediately. You can set up parallel processing so that more than one task can run at the same time. You can filter the fulfillment lines of a group so that the tasks for some lines in this group run at the same time as tasks for the other lines. You can create a parallel process that does not filter lines in a branch so that more than one task is active for each line. Order orchestration does not allow you or a fulfillment system user to split a task that resides in a parallel branch. Related Topics Defining Orchestration Processes That Include Branching: Worked Example Fulfillment Line Tax Information: Explained Order orchestration displays the tax information that it gets from a sales order on a fulfillment line when it processes the sales order. It also sends this tax information to downstream fulfillment systems. These systems can update this information, and then return it to order orchestration. You cannot modify tax information in order orchestration. However, some actions in order orchestration might result in a change to the tax information that you can view. For example, assume you split a fulfillment line, order orchestration lists a new warehouse, and this warehouse uses tax information that is different from the tax information than the previous warehouse uses. An order administrator can create a processing constraint that uses tax attributes, and can specify a tax attribute as an order attribute that identifies change. Correcting Errors: Explained In most situations, order orchestration finishes each sales order to completion without error. If an error does occur, then you can use the Manage Order Orchestration Messages page to troubleshoot the problem. This page displays messages about a fulfillment line. You can also use the following features in the Order Orchestration work area to correct errors. You must possess the error recovery manager role to use these features. 9

16 Chapter 1 Manage Open Sales Orders Feature Description Assign Lines to Process Attempts to assign fulfillment lines to an orchestration process. Use it to assign fulfillment lines in a sales order that order orchestration did not assign. Recover Order Attempts to recover any orchestration processes or tasks that are in an error state for the orders that you select. You can use it to correct various errors, such as an orchestration process that has not started, or an orchestration process or task that resulted in error. Note the following: You must correct the root cause of the error before you use this feature. This feature is available only when an error is associated with an orchestration order. This feature runs the order starting immediately before the point where the error occurred. You can simultaneously select one or more orders to recover. You can recover orders in bulk. For more information, see Recovering Orders in Bulk: Procedure and Using Scheduled Processes to Recover Orders in Bulk: Procedure. Recover Process Attempts to recover an orchestration process that failed due to an error that is internal to this process, such as an error that occurs when order orchestration runs an orchestration process step, or due to an error when this process processes a task, such as an error that occurs when order orchestration sends a task request to a fulfillment system that is in an error state. Note the following: You can select one or more orchestration processes to recover. You can use this feature to recover all the tasks that a process references. This feature runs the orchestration process starting immediately before the point where the error occurred. Recover Task Attempts to recover a task that failed. Use it to correct an error that occurs when order orchestration attempts 10

17 Chapter 1 Feature Manage Open Sales Orders Description to send a request to a fulfillment system. Note the following: This feature is available only when a request to a task fails. To simultaneously recover multiple tasks, select multiple orchestration processes or orchestration orders, and then use Recover Process or Recover Order. This feature runs the task starting immediately before the point where the error occurred. Correcting Errors That Occur Outside of Order Orchestration You must correct the following errors outside of order orchestration. Error Solution An error that occurs in a source order that fails during decomposition. Resubmit the order..an error that occurs when order orchestration processes a reply from a fulfillment system. Resubmit the reply. An error that Oracle Enterprise Manager identifies as recoverable. Use Oracle Enterprise Manager to recover the error. Correcting Errors That Occur When Communicating with Web Services The Manage Web Service Details page can reference services that reside on the following systems: An order capture system An order fulfillment system If order orchestration must call multiple services on the same system, then you must do the following work: Add a separate row for each service that order orchestration must call. Use the same user name and password for each row that references the same system. For example, assume an order capture system named ORA_BM_CPQ must communicate with Service_A and Service_B, and that the user name for this system is CPQ_user, and the password is CPQ_password. In this situation, you add the following rows on the Manage Web Service Details page. 11

18 Chapter 1 Manage Open Sales Orders Target System Connector Name User Name Password ORA_BM_CPQ Service_A CPQ_user CPQ_password ORA_BM_CPQ Service_B CPQ_user CPQ_password Recovering Orders in Bulk: Procedure You can click Recover Order to correct the errors that are associated with an orchestration order. However, you can use this feature only to recover the orders that you can select in the Search Results list of the Order Orchestration work area. This topic describes how to use Take Action On All Search Results, which allows you to recover all the orders that the search returns, and not only the orders that you can select. To recover orders in bulk: 1. Correct the problem that caused the error. If you do not correct the problem that caused the error, then the same error will continue to occur whether or not you run recovery, and running recovery will not restart processing. 2. In the Navigator, click Order Orchestration. 3. On the Order Orchestration page, in the Search list, click Orchestration Orders, and then click Advanced. 4. On the Manage Order Orchestrations page, enter a value in a required field, set Message Type to Error, and then click Search. For this example, in the Customer list, enter Computer Service and Rentals. 5. Click the small area immediately to the left of the Orchestration Order column heading. This step selects all the orders that the search results contain. 6. Click Actions, click Take Action On All Search Results, and then click Recover Orders. Order Management attempts to recover all the errors that are contained in the orders that you choose. 7. If necessary, repeat step 6. Order Management can recover up to 5,000 orders each time you use Take Action On All Search Results. If more than 5,000 orders contain errors, then you must use Take Action On All Search Results repeatedly until it recovers all the orders that the search returns. To use a single action that recovers all errors, see Using Scheduled Processes to Recover Errors in Bulk: Procedure. Using Scheduled Processes to Recover Orders in Bulk: Procedure You can click Recover Order, Recover Process, or Recover Task in the Order Orchestration work area to recover items that are in error. However, these features can only recover errors that are associated with the orders that order management can return in a search from the Order Orchestration work area. This topic describes how to recover all the errors that are associated with a set of orders, processes, or tasks, and not only the errors that a search in the Order Orchestration work area returns. 12

19 Chapter 1 Manage Open Sales Orders To use scheduled processes to recover orders in bulk: 1. Correct the problem that causes the error. If you do not correct this problem, then the same error will continue to occur whether or not you run recovery, and running recovery will not restart processing. 2. In the Navigator, in the Tools section, click Scheduled Processes. 3. On the Scheduled Process page, click Schedule New Process. 4. In the Schedule New Process dialog, click Name, and then click Search. 5. In the Search and Select dialog, in the Name field, enter Recover Errors, click Search, click OK, and then click OK again. 6. In the Process Details dialog box, configure various options, use Process Options and Advanced to set other options, and then click Submit. You can set various options to filter the orders that you must recover. For this example, specify Computer Service and Rentals for the Customer Name. Order management will attempt to recover all errors that exist in all the orders that are associated with Computer Service and Rentals. 7. In the Confirmation dialog, click OK. 8. In the Search Results list, click Refresh, and then use the Status field to monitor the progress of your scheduled process. 9. Do one of the following, depending on the status value. Status Work You Must Perform Error In the Log and Output section, click the Attachment link, and then examine the results. In most situations, an Error status indicates that you must correct the root cause of the error, and then run recovery again. Succeeded View the log to determine how many fulfillment lines the application picked, how many it processed, and how many it could not process. Sourcing Items from a Different Warehouse: Points to Consider This topic describes how to source items that are not available in one warehouse from a different warehouse. You can do the following work to source an item from a different warehouse. Work Description Edit the Warehouse Attribute If you know that another warehouse possesses the item and quantity that the fulfillment line requires, then you can use the Edit Fulfillment Lines dialog to change the warehouse. 13

20 Chapter 1 Work Manage Open Sales Orders Description To determine which warehouse has the item, you can do the following work: Examine the Reports and Analytics that order orchestration provides. Examine the Availability pages Use Supply Availability reports Use the Supply Allocations reports Take action outside of order orchestration. Split the Fulfillment Line If the currently selected warehouse contains only some of the quantity that the fulfillment line requires, then you can split the fulfillment line, and then select another warehouse to source the remainder of the quantity. For example, assume fulfillment line 1 requires 30 widgets. The fulfillment line is in jeopardy because the currently selected warehouse, Warehouse A, has only 20 widgets. So, you split the fulfillment line, and then specify that the second fulfillment line source the remaining 10 widgets from Warehouse B. Select an Option on the Check Availability Page Order promising provides multiple options for scheduling, including sourcing the item from a different warehouse. To focus on options that source from a different warehouse, clear the Warehouse attribute on the Check Availability page. Order promising recommends a warehouse according to the sourcing rules and warehouse rankings that it references. Examine the Check Availability page to identify the options that you can use. Resolving Fulfillment Line Exceptions: Points to Consider Order orchestration automatically fulfills most orders. However, if a problem with an order does occur, then you can use the Order Orchestration work area to view the cause of the problem, and then fix it. The Manage Fulfillment Line Exceptions page displays the following types of fulfillment line exceptions: Past Due. Indicates that the current date occurs later than the scheduled ship date. Most fulfillment line exceptions are related to item availability or an orchestration process task. More than one solution to fix a fulfillment line exception might exist. How you resolve a fulfillment line exception depends on your organization policies. In Jeopardy. 14

21 Chapter 1 Manage Open Sales Orders Backordered. On Hold. Resolving Fulfillment Line Exceptions That Occur Because Items Are Not Available Most fulfillment line exceptions result from an item that is not available. Consider the following work to resolve these exceptions. Work You Can Do What Does It Do? Why Use It? Release holds. Releases a hold on a fulfillment line. You can only release a hold that was applied in order orchestration. If a hold exists on any part of a fulfillment line, then it might not be unable to proceed through the fulfillment process. A hold that is specific to some part of the orchestration process can allow a fulfillment line to proceed, but it might arrive at a point where it stops and waits for a user to release it. Use Check Availability to reschedule the fulfillment line. Displays the scheduling options that are available, and indicates the best option. An order administrator defines a set of business rules during implementation that determines the best option. If the fulfillment line is already scheduled, and if your selection results in a changed scheduled ship date, then order orchestration starts the change processing. Check Availability is the most effective way to reschedule a fulfillment line because it optimizes the choices and provides you with the information that you require to evaluate trade-offs. You do not have information about the supply, other than the information that the Order Orchestration work area displays. Override the schedule. Overrides the scheduled ship date or scheduled arrival date that the order promising process assigns. If you change the scheduled ship date, and if order orchestration already scheduled the fulfillment line, then order orchestration starts the change processing. You are aware of an alternative to the schedule that the order promising process assigns, and you know the best date to schedule the fulfillment line. You can override the schedule for multiple fulfillment lines. Change the warehouse. Lets you change the warehouse that sources the item on the selected fulfillment lines. You know the warehouse from which you want to source the item. The analytics provide information that may help you determine the warehouse to choose. 15

22 Chapter 1 Manage Open Sales Orders Work You Can Do What Does It Do? Why Use It? Change the demand class. Determines the priority when scheduling the fulfillment line. Demand class applies only if the ATP rule uses supply chain search, and if order orchestration uses allocation. You must schedule fulfillment lines as a group and make sure that important customers get the supply before other customers. You must expedite fulfillment, but the exact date is not important. You can change the demand class for multiple fulfillment lines. Change the shipping method. Lets you change the shipping method for all the fulfillment lines to a faster method. You know the shipping method that you must use. You can change the shipping method for multiple fulfillment lines. Clear selected fulfillment line attributes. Allows the order promising process to choose the best fulfillment option, without considering a specific attribute. You want to use Check Availability, but without having to consider one or more fulfillment requirements. You can clear the attributes for multiple fulfillment lines. Substitute the item on the fulfillment line. Substitutes the item on the fulfillment line with an item that you choose. Order orchestration displays the best substitution according to rules that the item master contains. You determine that an allowable substitute will provide an improved scheduling option. The analytics provide information that might help identify the item to substitute. Split the fulfillment line. Splits the fulfillment line. You know that you can fulfill one part of the fulfillment line from one warehouse, and another part it from another warehouse. The analytics provide information that might help you determine the warehouse to use. Unschedule the fulfillment line. Releases supply so that it is available for another fulfillment line. It starts change management that brings the process back to the scheduling step, and in the Awaiting Scheduling status. You must release supply to make it available for a high-priority fulfillment line. You must reschedule a fulfillment line from the Order Orchestration work area. 16

23 Chapter 1 Manage Open Sales Orders Work You Can Do What Does It Do? Why Use It? Schedule the fulfillment line. Sends a request to the order promising process to schedule a fulfillment line. The fulfillment line is associated with an orchestration process that includes a manual scheduling step, or the fulfillment line was unscheduled. Unreserve the supply. Releases supply that is reserved for a fulfillment line so that it is available for another fulfillment line. You want to make the supply that is reserved for one fulfillment line, and then make it available for another fulfillment line that is a higher priority. Reserve the supply. Removes supply from availability, and then reserves it for a fulfillment line. You want to make sure that supply is reserved for a specific fulfillment line. Related Topics Changes in Order Orchestration: How They Are Processed Using Holds to Temporarily Stop Processing: Explained An orchestration process hold pauses an action that is currently running on a business object or business service. You can define a hold code so that you can use it when order orchestration is orchestrating an order. You identify the services where order orchestration applies the hold when you define the hold code. You can also create a hold code that applies a hold to all services. Task layer services determine whether or not order orchestration attaches a hold code to the fulfillment line or to the order for one or more tasks that the orchestration process references. Note the following: You or an orchestration process can release a hold that you apply in order orchestration only in order orchestration. You can use a hold code that you define only for a hold that originates in order orchestration. You cannot use it for a hold that originates in some other application. An orchestration process applies a hold only when a hold request already exists from the order capture system or from the Order Orchestration work area. For example, assume an orchestration process is at the scheduling step when an order capture system sends a request to hold the shipping task. Order orchestration stores the request until the orchestration process reaches the shipping step. It then searches for existing requests, and then applies them. If you cancel an orchestration process, then order orchestration releases any holds that are associated with this process. If you do not cancel an orchestration process, then you must manually release each hold. Order orchestration transforms a hold that it receives from an order capture system or from an order fulfillment system. This hold becomes part of the orchestration order. 17

24 Chapter 1 Manage Open Sales Orders Only an order capture user can release a hold that is applied in an order capture system. Related Topics Holds Task Layer Services: Explained Reviewing Exceptions: Examples An error might occur in order orchestration, or in some other application, such as a billing application. Order orchestration displays the order orchestration exceptions that are associated with the error so that you can view exception details and history, and then fix the problem that caused the error. You can use the Manage Order Orchestration Messages window in the Order Orchestration work area to view exceptions, such as fulfillment line exceptions. Use the following scenarios to learn how to use orchestration messages to resolve issues. Warning from a Shipment Application You are an order manager at a company that manufactures tables. The following occurs: 1. You notice an orchestration order for 100 burl tables. 2. Order orchestration scheduled and confirmed the reservation for the fulfillment line for this order. 3. The orchestration process sent a shipment request to the shipping application. 4. The customer asks the sales representative to hold the shipment because a fire occurred in the warehouse. 5. The sales representative applies a hold on the order, and then sends the hold request to order orchestration. 6. The shipping application cannot apply the hold because the order was already picked and released. 7. The shipping application sends the warning to order orchestration, and order orchestration rejects the hold request. 8. The sales representative calls you on the phone to discuss the rejected hold request. 9. You notice the details in the Manage Order Orchestration Messages window and explain the reason for the hold rejection. Rejected Change Order You are an order manager at a company that manufactures stainless steel pipes. The following occurs: 1. A customer orders 100 pipes, and order orchestration creates an orchestration order for these pipes. 2. The customer calls to change the order quantity a few days after order orchestration sends the shipment request to the shipping application. 3. The sales representative modifies the sales order, and then submits the change order. 18

25 Chapter 1 Manage Open Sales Orders 4.. The order already was shipped, so order orchestration rejects the change order and saves the error details. 5. You view the details in the Manage Order Orchestration Messages window and explain to the sales representative the reason for the rejection. Missing Process Assignment Rules You are an order manager at a company that provides digital network service. The following occurs: 1. Order orchestration receives a sales order, but does not assign an orchestration process to the corresponding orchestration order because the process selection rules are missing. 2. You view the exception in the Manage Order Orchestration Messages window, and notice that the same error affects multiple orders. 3. You notify an order administrator, who then adds the process selection rules. 4. Some time later, the order administrator uses the Error Recovery privilege to activate the assign and launch process 5. Order orchestration assigns the orchestration processes to the orchestration orders. Manual Scheduling: Explained In most situations, order orchestration schedules a fulfillment line when it assigns an orchestration process to this fulfillment line. However, if the fulfillment line is currently processing a manual scheduling step, then you can manually schedule the line in the Order Orchestration work area. The Order Orchestration work area allows you to manually schedule one or more fulfillment lines. You can select one or more fulfillment lines, and then: Use a table of fulfillment lines to schedule them. Order orchestration schedules these fulfillment lines according to the Requested Ship Date or the Requested Arrival Date. Select a scheduling option on the Check Availability page to schedule them. If you select Override Schedule, then order promising does not calculate options. Note the following. Manual Scheduling Description Unscheduling a fulfillment line Releases the supply so that it becomes available for some other, higher priority fulfillment line. If you unschedule a fulfillment line, then the status of this line is awaiting scheduling. Scheduling a configured item, shipment set or model. If you select an option for one or more fulfillment lines, and if these lines reference a configured item, model, or shipment set, then order orchestration applies the 19

26 Chapter 1 Manual Scheduling Manage Open Sales Orders Description scheduling option that you select to all of the fulfillment lines that reference this configured item, model, or shipment set. Order Orchestration Work Area Analytics: Explained You can use the reports and analytics features in the Order Orchestration work area to get information about order statuses, and to facilitate order fulfillment. You can use reports and analytics to get information about fulfillment lines and orchestration processes. Overview Reports You can use the following reports to get an overview of the fulfillment line statuses. Report Description Fulfillment Lines by Exception Displays information about open fulfillment lines, each of which might include multiple types of fulfillment line exceptions that are occurring at the same time. This report might count a fulfillment line more than one time. For example, if a fulfillment line is in jeopardy and on hold, then this report includes this line in the count of lines that are in jeopardy, and also includes it in the count of lines that are on hold. Fulfillment Lines by Status Includes only open fulfillment lines. Reports That Manage Fulfillment Line Exceptions You can use the following Manage Fulfillment Line Exceptions reports to get information about items, customers, and orders for a fulfillment line. Analytics for customers use the customer party ID for the query. Report Description Item Availability Displays the following information about the item that a fulfillment line references: Available quantity. Amount of inventory that is available to fill customer orders. It is the shelf quantity minus the allocated quantity. Shelf quantity. Amount of inventory for an item that is currently on the shelf in the warehouse. It includes allocated and unallocated quantities. 20

27 Chapter 1 Report Manage Open Sales Orders Description Allocated quantity. Amount of inventory that is currently reserved to fill a customer order. Count of Holds for This Item by Hold Name Counts the holds that are applied to the orchestration order, orchestration order line, and their fulfillment lines. A fulfillment line might include multiple holds. Order orchestration caches this report, so the data is not real-time. The data refreshes according to the caching configuration. Count of Holds for This Customer by Hold Name Similar to the Count of Holds for This Item by Hold Name report, except the Count of Holds for This Customer by Hold Name report counts hold according to a customer. Fulfillment Line Exceptions for This Order Displays open fulfillment lines for a single order. Each of these fulfillment lines might include multiple types of fulfillment line exceptions that are occurring at the same time. This report might count a fulfillment line more than one time. For example, if an orchestration order includes two fulfillment lines, and if each of these lines include two exceptions, then the report counts four exceptions. Value of Fulfillment Lines by Hold Type Displays the value in the currency that the Order Orchestration work area uses. This currency might be different from the currency that the source order uses. This report does not count an inherited hold more than one time. For example, assume order orchestration applies a hold code to an orchestration order, and the fulfillment line that this order references inherits this hold from the orchestration order. In this situation, this report counts the hold only one time. Reports That Manage Orchestration Process Exceptions The Manage Orchestration Process Exceptions reports display information about orchestration process exceptions. Report Description Orchestration Process Exceptions by Type If an orchestration process includes more than one exception, then this report counts this process one time for each exception that it contains. 21

28 Chapter 1 Manage Open Sales Orders Report Description Count of Holds for This Customer by Hold Name Counts the number of orchestration processes for a customer that are stopped because a task is on hold. Order Orchestration Work Area Analytic Types: Explained The reports that the Order Orchestration work area displays use multiple technologies. This topic lists these technologies so that you can more readily troubleshoot issues that occur with these reports. The reports that the Order Orchestration work area displays use the following technologies. Report Name Page Technology Count of Holds for This Customer by Hold Name Manage Orchestration Processes Exceptions OLTP Customer: Count of Holds for This Customer by Type Manage Fulfillment Line Exceptions Oracle Transactional Business Intelligence Customer: Open Orchestration Orders for This Customer by Age Manage Fulfillment Line Exceptions OLTP Fulfillment Lines by Exception Overview OLTP Fulfillment Lines by Status Overview OLTP Item: Count of Holds for This Item by Hold Name Manage Fulfillment Line Exceptions Oracle Transactional Business Intelligence Item: Item Availability Manage Fulfillment Line Exceptions OLTP Orchestration Process Exceptions by Type Manage Orchestration Processes Exceptions OLTP Order: Average Age of Orders by Hold Manage Fulfillment Line Exceptions OLTP Order: Fulfillment Line Exceptions for This Order Manage Fulfillment Line Exceptions OLTP 22