Issue With Change In Order Status From OSM-COM To Siebel CRM. (Doc ID 2131408.1)

Last updated on APRIL 03, 2023

Applies to:

Goal

On : 7.2.2 version, AIA Cartridge


As per OOTB PIP code, please find below observation.

One Sales Order in OSM COM passes through four automated tasks - SyncCustomer, InitiateBilling, ProvisionOrder, FulfillBilling.
Say, during an order journey, a fallout occured at InitiateBillingSI task and accordingly Order moved to InitiateBillingFalloutRecoveryTask (Manual task)
Order statusn OSM is "In-Progress". TT is created at Siebel CRM. TT Acknowledgement is received by OSM-COM.
Also, OSM sends a failure notification to CRM to make the order status at Siebel end to be "FAILED".

At above scenario, we have two ways to recover the fallout depending on the failure description.

1) Submit A Revision order from Siebel CRM - in that case , the revision order will be in "OPEN" state in CRM. And subsequent milestones updates from OSM-COM to Siebel CRM will happen only on this revision order. The base order will remain in "FAILED" state at Siebel end.

2) Do not submit revision order from Siebel. But, Retry the order from OSM. If InitiateBillingFalloutRecoveryTask is Retried and that resolves the issue, in subsequent milestones, OSM start sending order status as "IN-PROGRESS". However, Siebel order status does not change from FAILED to OPEN. (THIS IS THE PROBLEM)
Only when the order completes at OSM end, Siebel ORDER status changes from FAILED to COMPLETE.

As per our understanding, as soon as OSM sends successful milestone update the Siebel Order status should have been changed from FAILED to OPEN. Is it a BUG in PIP code, or our understanding is wrong?
 

Solution

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