Home

Web Client User Guide

1. 50 MetaSolv Software Inc Transitioning orders from the Query Editor When a task is transitionable by the user order data that is defined in the OMS Administrator is displayed with the Task View Ij Query Results Microsoft Internet Explorer Eile Edit Yew Favorites Jools Help de back gt QA A search Favorites GHmeda 9 D S metasobv com 7407 oms controlfupdateQuery aos a Order Management Application Ca Ey User ID demo New Order Worklist Query Reporting Notifications Options Editor C Preview Process History C Copy Order C Add Remark Notification History Exception Query Preferences Query Results Page 1015 Last Retresh At 08 22 2005 07 04 06 PM Next gt gt 4 Order ID Task State User_ Process Completed Date Ref Expected Order Completion 202 Assign Facilities in Objectel Received ATM SPVC ACTIVATION 00 23 2005 01 46 39 PM Activate Site A in ASAP Received ATM SPVC ACTIVATION 08 23 2005 10 04 33 AM XQuery Externaladapter order entry task Accepted demo Creaton Process Enter Account Information accepted demo order 08 20 2005 10 52 32 AM Query ExternalAdapter order entry task Accepted domo creation Process View FrameworkiLookupRule order entry task Accepted demo Creation Process TE Completed 08 19 2005 10 26 16 AM 08 20 2005 10 19 30 AM WS _Tasid Accepted wal Workstream BACK _Manuallasks 08 20 2005 10 18 03 AM WS_Task1 Accepted ws1 Main Pro
2. In the Order Type Source list choose the appropriate order type source In the Reference field type a reference number optional Click Create The order is created and the Order Editor appears At this stage in the order process the order is in the Accepted state Enter the appropriate information in the required fields Each order displays different fields based on the order s type and source Click Save Web Client User Guide 29 Chapter 3 Managing Orders Changing the state status of an task States After you complete a task and enter the information in the Order Editor you must change the state or completion status to allow the order to continue to its next task s States determine the behavior of an order while they are located at a task in a process When an order arrives ata task it can assume any of the given states as shown in the following table Table 4 Available states for an order State Description Received The order that has arrived at a task or is not being worked on Accepted Locks the order for the user in the current task Assigned The order has been assigned to a person in the workgroup Completed Work on the task is finished Suspend A user defined state Statuses You assign statuses to an order after you complete a task They are used to determine the path an order takes in the process After an order is complete you can change the state to Completed and assign a s
3. From the From and the To fields choose the appropriate time period 4 Click Find Viewing statistics for completed tasks The Completed Task Statistics view provides information on the duration of a task You can filter completed tasks by Responsibility Task and by choosing a specific time period To view completed task statistics 1 Click Reporting then select Completed Task Statistics 62 MetaSolv Software Inc Other order viewing options The Completed Task Statistics view appears Pending Orders Order Yone Completed Order Statistics Completed Task Statistics Completed Ordes Statistics Namespace Al X Ordes Type AR Namespace Version can gt Order Source can gt Doe ews wisya to pekinese Namespace Al Order Type All Fone 01 16 02 12 44 46 PM Namespace Versione AM Ordes Somce All To 03132003 12 44 46 PM Mamespace Version OrderType OrderSowce Oty Total Time Avglime Dorat 1 0 S Test 3 1301 12 0020 33 josss 110 c Test 118 05 30 55 00 23 23 Jossi 1 0 OSS CrosteSorico l4 oon 00 45 52 Jossu 10 Test S b Type Test 2 000610 020305 oss aD OSSWTest 2055 KC2 Test OSSMulServicesOrder 19 48 day s 14 44 33 2 dws 132427 13 da Anto Tast Azagrmert i TozkAzzignment 1 0 Tock Azognnen Tort 4 04 17 11 01 04 17 ET Ikumber of tows 6 If you are using namespaces select the Namespace or Namespace Version as needed Namespace shows all orders containing the spe
4. From the Order Type list choose the appropriate order type From the Order Source list choose the appropriate order source From the Unit list choose Hour Week Day or Month 4 From the Result Format list choose whether you want it displayed in a Table or Chart From the From and the To fields choose the appropriate time range 4 Click Find Viewing statistics for completed orders The Completed Order Statistics view provides information on the duration of orders You can filter completed orders by the order type and source and by choosing a specific time period To view completed order statistics 1 Click Reporting and then select Completed Order Statistics Web Client User Guide 61 Chapter 4 Viewing Orders The Completed Order Statistics view appears User lD oms New Order Worklist Query Reporting Notifications Options Pending Orders Order Volume Completed Order Statistics Completed Task Sta Completed Order Statistics Order Type cam y From fi 1115101 f Order Source All To fi 145 01 f 2 Ifyou are using namespaces select the Namespace or Namespace Version as needed Namespace shows all orders containing the specified namespace while Namespace Version displays all versions within a specific namespace 3 Do one or more of the following From the Order Type list choose the appropriate order type From the Order Source list choose the appropriate order source
5. If you do not know your user name or password contact your OMS System Administrator E If you are starting the OMS Web Client for the first time after an OMS upgrade you must clear the temporary internet files from your web browser s cache before you log into the OMS Web Client If you do not you may experience unexpected errors caused when the web browser attempts to use earlier versions of certain OMS Web Client files in the cache that must be changed as a result of the upgrade OMS will automatically download the required new files when you log in for the first time after the upgrade For information on how to clear the temporary internet files and ensure that OMS automatically downloads the new files see To clear temporary internet files below To log into the OMS Web Client 1 2 3 4 In the Address field of your Web browser type the login URL and press ENTER In the User Name field type your user name In the Password field type your password Click Login A If you leave the Web Client inactive for 45 minutes or more your session expires and you must log on again Any updates not saved are lost E If you need to run a second concurrent OMS session from the same OMS server on a single workstation do so by opening a new browser window from the desktop Do not open a new browser by clicking File New Window from the browser s menu bar If you do the original session is shared between the two windows To
6. task id ATA T A E 56 Filtering Dy Stale atinada iaa a a ladade 57 Filtering by column headers moerore r T rene 57 Viewing Histone S ac a dad 58 Viewing the Process HIStory moea eer eaa AE EAE narco nana n nn nn rca rana nr nr ran E E TER 58 Viewing Data HISTORY oec aE tee a tadas lacada licita qeda laredo da 59 Other order viewing Options suisisesereeri seniri EnEn INAR nn nn nn nano nn aran nn nn EATE a SRAN nn nr 59 Viewing Pending Orders ccccncncnccionccaninnnnnncnnnnnn nan nntn nr 59 Viewing the volume Of ordera oeiee en EERE EEA EREEREER 61 Viewing statistics for completed orders oooonnnnccccnnnnccoccnnnnonancnnno nono nonanonnnn cnn rn naar rana 61 Viewing statistics for completed tasks ooooonnnnocccnnnncccccnnncccancnnnonanonanan nano carr n nano rca 62 is 65 iv MetaSolv Software Inc Introduction This chapter offers overview information and describes the basic functions of the Order Management System OMS Web Client The sections included in this chapter are Overview OMS Web Client functionality Overview Order Management System OMS is a flexible and scalable system that allows service providers to improve service delivery times and reduce operational costs by controlling the network and customer service order provisioning processes OMS resides in the back office Customer service orders are typically received from one or more front office services such as a CRM system With OMS you can define both the
7. 2002 07 24 55 AM 10002002 07 24 55 AM SubProcesst 10 25 2002 11 25 31 AM 1002002 11 25 31 AM Taik Asaigerert 10272002 10 20 00 AM 101502902 1020 09 AM Tak Assigrmert 1029 2002 1038 72 AM 10002000 10 28 22 AM Task Atsiytevert 10 25 2002 10 21 54 AM 1050 2000 10 21 54 AM Tok Assigersert 1026 2002 102213 AM 101502000 10 22 13 AM Fork Aseigrrvert 1028 2002 10 55 51 AM 1000 2002 10 58 51 AM Assigned Text Tash Assignesert 1025 2002 1055 34 AM 10 302002 10 50 34 AM New Order view Use the New Order view to enter orders into the OMS Web Client After you enter the new order the Order Editor view appears where further information is required to complete the order Figure 3 Worklist view Worklist Query Reporting Notifications Options Create New Order Order Type Source Reference API Type API Source Figure 4 New Order view 10 MetaSolv Software Inc AS Overview Worklist view The Worklist view shown in Figure 3 on page 10 displays a list of orders located at the tasks for which you are responsible You select the task for an order from the Worklist to complete that task You can customize the Worklist view to display the information you want to see change the sort order and filtering and adjust the colors of the worklist To display specific columns in the Worklist see Displaying hiding and reordering columns on page 18 Query view Use the Query v
8. 7 REPOMNS nati 2 EEE EEE A ae ae Saas EE A ade ee adeno aa 7 LOCalIZING settings cocoa id daa did 7 2 OMS IES SA cee 9 COVOIVIOW BETE N E EE A TOT EEIE EE OE E AT E E E E T 9 New Order Mie Wouscioooiane alicia tao teta dada 10 VORIS ENON e arae a ds 11 QUIM e e o e tale aed 11 Reporting View as 12 NotifICatIONS VIEW oaii E segmented RAE REA EE 12 OPUONS V V a reactor a indian a a ee Poke ca rot eee a a 14 Starting the OMS Web Client eiir rn E AE E E R rra 15 Customizing your display v esei aa aa a A eNA AAAA AS AIRT e AREARE 16 Sorting information 2 22 ise cee sence cece eiii a E AS A E 16 Changing the colors of states oooocoonoccccccnonociccccnanconcnccnanan cnn ncnnnn o nn nrcnnnn nn rra rra 17 Displaying hiding and reordering COIUMNS ooococccccnnncccconnnononanancnnn nono car nonnno nana 18 A dashaetegvickedeaav ids coi ed vases Sepues AAEE S A 18 3 Managing Orders li 19 A OO 19 Order Editor ic A ata ae eR ae 22 Previewing AN OFdOr oreca miena aee tides teed sagas leida EEE EE RSE 24 Procese A a a a aa aa 25 Process History SUMMAT miii 25 RREPOMING VIGW E EE T E ENE eet EE E 26 REMArKS seat iea E N a E EEE 27 Versioned Oder cial aa a 28 A RA RN 29 Web Client User Guide iii Contents Changing the state status Of AN task ooconnnnccccinnnoccccccnncancnccnnnnannnrcnnnno nn arc nnnnn nn rra 30 COPYING ONJO seine ae a EE AE EREA bdoeteteus iad dino tetitas 33 EdItINQ Orders eco T TT E A 35 ACCOPUNG ta
9. Columns list and click the left arrow button to move it into the Available Columns list To change the order of columns select a column name from the Displayed Columns list and use the up and down arrow buttons to place it in the appropriate position 3 Click Update Logging out You must log out of the OMS Web Client before going to another URL destination in your web browser If you do not click log out OMS assumes you are still logged in Therefore you must close and reopen your browser 18 MetaSolv Software Inc Managing Orders This chapter describes how to create and manage orders The following sections are included Overview Creating orders Editing orders Adding additional information to orders Canceling or redirecting orders 16 o o Managing notifications Overview Orders are managed through the Worklist The Worklist is the part of the OMS Web Client that lists orders that are located at the tasks for which you are responsible You can customize the information displayed in your Worklist by changing the sort order and filtering and adjusting the colors of the Worklist After you update an order assign it add remarks etc the order in the Worklist changes to bold and italicized text Web Client User Guide 19 Chapter 3 Managing Orders Worklist Page 30f 14 Last Refresh At 0319 2003 10 51 51 AM Prey 1 2 3 456 1 8 9 10 14 Next gt gt Ka Order iD Namespace Version Tas
10. change task state status buttons are not available 52 MetaSolv Software Inc Filtering order information 4 Using the Query Editor change the state of the order using the appropriate buttons 3 Query Results Microsoft Internet Explorer Ele Edt View Favorites Tools Help Back gt A A Gsearch ijFavorites Meda 9 L5 amp w a Address 42 http cheetah toronto metasolv com 7407 oms control queryResults 7 so Links gt Order Management Application logout User lD demo New Order Worklist HA Reporting Notifications Options view Query Results Euitor Preview C Prodysy Guy Beets oo Order C Ada Remark Notification History C Exception ery rnas Query Results Page 1 ot 5 Last Retresh At 08 22 2005 01 48 26 PM 11 2 34 Order ID Task State Process Completed Date Ref Expected Order Completior 202 Assign Facilities lu Objectot Accepted ATM SPVC ACTIVATION 08 23 2005 01 46 39 PAA Activate Site A in ASAP Received ATM SPVC ACTIVATION 08 23 2005 10 04 33 AM XQuery ExternalAdapter order entry task Accepted Creation Process 1 Enter Account Information Accepted Order 08 20 2005 10 52 32 AM XQuery ExternalAdapter order entry task Accepted Creation Process View FrameworkiLookupRule order entry task Accepted Creation Process Completed 08 19 2005 10 26 16 AM 08 20 2005 10 19 30 AM WS_Task1 Accepted Workstream BACK _ManualTasks 08 20 2005 10 18 03 AM WS_Task1 Accepted Main Process_
11. overlapping Sorting information When OMS first displays the Worklist view it sorts the orders by state as follows 1 Accepted by the current user Assigned to the current user 2 3 Received by all users 4 Suspended by all users 5 Others all other users 16 MetaSolv Software Inc Customizing your display You can change the way in which these columns are sorted by specifying a primary and secondary sort criteria You do this from the Worklist Preferences Notifications Preferences and Query Preferences view To sort orders 1 From either the Worklist Notifications or Query view open the Preferences view See Figure 9 on page 16 for an illustration of the Preferences view from the worklist 2 Choose a primary sort order From the 1st Sort Order list select a column name to be the primary sort order then select Ascending or Descending l If you do not want to specify a secondary sort order select None in the 2nd Order Sort list as described below 3 Choose a secondary sort order From the 2nd Sort Order list choose a column name to be the secondary sort order then select Ascending or Descending 4 Click Update Y ou can revert the sorted information back to the default order by choosing Default from the Sort Order list To temporarily sort on a column Click the link at the top of the column on which you want to sort You can sort on every column When you click to sort the first time
12. 3 04 11 53 PM 11 p1 07 15 2003 04 11 25 PM 28 sec s 07 14 2003 04 11 25 07 14 2003 04 11 35 PM 10 sec s Received 18 sec s Accepted pb 4 2003 04 11 35 07 14 2003 04 11 53 PM 0714 2003 04 11 53 07 14 2003 04 11 53 PM 0 sec s Completed Submit oms E Local intranet Figure 15 Process History Summary Table view Reporting view The Reporting view provides the following summarized reports on all orders and tasks in OMS Pending Orders Report Order Volume Report Completed Order Statistics Report Completed Task Statistics Report For more information on viewing reports see Viewing pending orders on page 59 26 MetaSolv Software Inc Overview New Order Worklist Query Reporting Notifications Options Pending Orders Order Volume Completed Order Statistics Completed Task Statistics Pending Orders Namespace AI Y Order Type f A Namespace Version cam y Order Source All Figure 16 Reporting view Remarks In the Worklist view you can enter comments and attach documents pertaining to each order using the Add Remark option For example if the task for an order has taken longer to complete than expected you can add a remark explaining why this has happened After you add a remark a View Remark s icon appears in the Worklist beside the appropriate order You can click the View Remark s icon to display the details such as the user wh
13. AM 017242008 04 27 18 AM Duration 109 day s 4 hr 2348 mings s6 sects 28 sec s Exception State Received Started 01 23 2003 D4 26 50 AM 01 23 2003 04 26 50 AM 01 23 2003 0427 18 AM 01 23 2003 04 27 13 AM 01 23 2003 D4 27 27 AM 01 23 2003 04 27 27 AM 04 27 10 AM 01 23 2003 04 27 27 AM 01 23 2003 04 27 23 AM 01 23 2003 04 27 29 AM 01 23 2003 04 27 29 AM 58 MetaSolv Software Inc Other order viewing options Viewing Data History You can view the data history of each field in an order by clicking a link in the Order Editor Only the fields with data appear as a link underlined in blue text To view the data history 1 In the Worklist view select Editor then select the appropriate order 2 In the Order Editor click the name of the view link for example Initiate Order All fields containing data history appear You can also view the data history of each individual field by clicking the field link if available Data History Order ID 519 Reference Field Timest Auto Assign Group 10 23 2002 11 20 54 4M City Toronto 10 28 2002 11 20 54 AM City Vancouver 10 23 2002 11 20 54 AM Only orders associated with that column header appear in the Worklist Other order viewing options OMS Reporting provides summarized reports on all orders and tasks in OMS You can view the number of overdue orders the oldest orders the most recent orders the completed tas
14. MS Description Administrator Notification Type The type of notification Polled or Transitional Priority The priority of the notification from 1 to 255 1 is the highest priority Priority is available for Polled notifications only Notification The date and time of when the notification occurred Timestamp Order Creation Date The date and time that the order was created Expected Order The date and time the order is expected to be completed Completion Date Order ID The order ID generated by the system when the order is entered Source Where the order originated For example client care fax etc Type The type of order For example facility change request for new line etc Process The name of the process Web Client User Guide 41 Chapter 3 Managing Orders Table 6 Columns in the Notifications view Column Description Ref An alphanumeric reference associated with the work order Process Status The process status at the time of the notification For a list of available statuses see page 3 10 When you open an order from the Notification view OMS automatically selects one of the available views assigned to the Workgroup to display the order For example if you are assigned to three different workgroups with three different views assigned to each workgroup then the order is displayed in one of the three views The default is based on the Notification Timestamp Acknow
15. MetaSolv OMS 2 8 Web Client User Guide Second Edition September 2005 A META SOLV SOFTWARE Copyright and Trademark Information O 2005 MetaSolv Software Inc All rights reserved MetaSolv is a trademark registered in the United States of America by MetaSolv Software Inc CoManage its associated logo and Network Driven are registered trademarks of CoManage Corporation All other trademarks contained herein are property of their respective owners Any rights not expressly granted herein are reserved Information contained herein is subject to change without notice Disclaimer All references to future incorporation of new or enhanced product functionality or to future release dates are estimates only and MetaSolv may change them at any time without notice Information in this document is subject to change without notice and does not represent a commitment on the part of MetaSolv Software Inc All references to new or enhanced product functionality or to future release dates are estimates only and MetaSolv may change them at any time without notice The software and or databases described in this document are furnished under a written license agreement or nondisclosure agreement No part of this document the software and or databases may be used reproduced or transmitted in any form or by any means electronic or mechanical including copying photocopying recording or information storage or retrieval systems for a
16. PYING in 33 CHEATING ii 29 UAE hs ot Sect ead ae Ane See 35 filtering aiii Javvls a die didas cai 53 queryiig allures ansias 49 QUETYING FOF marciana ciaci n nace cde ici 47 removing documents from cooccicnonicononcincnononcnoncnncnnonono 39 P Pending Orders View ccceccesseseeseesececsecseceenseseeaeeneeneees 60 pending orders viewing 00 0 ee eceeeeeceeseeceteceeeneeetseneeeeees 59 polled notifications defined oo eee sceeereeeeeeneeeeeee 4 Process Exception VIEW ccesesseseesecsececseceeeeseeneeseeteees 40 Process history OVETVICW eeececseeseescescesceseeeeeeetteeeeteeeeees 25 process history viewing oo eececseeseeseeceeceeeeeeeeeteetteteeeeees 58 Q Query VIEW siii ias 48 querying all orde iii Os 49 Dd ti ts a A ISS 50 by order information ooooconocnonicnncncnnnonconcnncnnconconconcnn conos 49 orders OVEVI Winslet coventseciers 7 11 47 Querying all Orders occ eeceesecseeseeseesceseesceseeeeeseeeeeeeteeeeees 49 R read only field defined oo eee eceeceeeeeseseeeeeseeeeeceeees 22 TOMATES iii 27 adding to an order oo ee eceecescsecesceceeceeceesecseesecseeneeneees 37 editii os cscs bohemia E O 38 removing documents from an Order s ee eeeeeceeereeeeeees 39 reordering COLUMNS ssd nannaa a 18 reporting OVEIVIEW s sssseseeseeseretseseeesesertsrsrereretersrerereeseee 12 r ports OVERVIEW siii tias 7 running the OMS Web Client coooconcoconococicocononinonnnnncncncnnnn 15 S sorting
17. VVorkstream_Back 08 20 2005 10 15 25 AM Choose Line Received Phone Activation 08 26 2005 10 12 45 AM Line with Long Distance Received Phone Activation 08 26 2005 09 59 33 AM Choose Line Received Phone Activation 08 25 2005 09 55 00 PM WS_Task1 Received Main Process_Workstream_Back 0819 2005 08 57 19 PM WS_Taskt Received Main Process_Workstream_Back 08 19 2005 08 56 45 PM WS_Task1 Received Main Process_Workstream_Back 08 19 2005 08 54 45 PM Completed 084 8 2005 08 54 29 PM 0819 2005 08 53 11 PM Line with Long Distance Received Phone Activation 08 25 2005 08 31 43 PM VWS_Back sub seq2 Received Workstream_SP1 0819 2005 08 29 51 PM VWorkstream MultipleThreads order entry task Accepted Creation Process http cheetah toronto metasolw com 7407 oms control queryResults After changing the order state from Query Editor OMS returns to Query Results page 5 Run the Query again The order has advanced to the next task in the process Y ou have successfully transitioned the order is from the Query Editor The item is italicized and bolded after the transitions of task state is changed E The Visual cue is shown whenyou return to the Query Editor See Order 202 If you are using the Workstream process and that task is also accessible by the user that user remains in the Editor after the next task is transitioned Filtering order information You can control the number of orders that appear in the Worklist by filtering the wo
18. anagement System OMS The following sections are included Overview Starting the OMS Web Client Customizing your display Overview A view is a browser page that displays specific information The main views in the OMS Web Client are New Order Worklist Query Reporting Notifications Options There are several other views in the system but you perform most of your work using these primary views Web Client User Guide 9 Chapter 2 OMS Views When you initially open the system the Worklist view is displayed User Dame 12 TestAsngrmert 10 553 TontAcciprrtert 10 Sis TatkAstignnert 1 0 55 TookAccigrevert 4 0 New Order Worklist Query Reporting Notifications Options ara Proview Precess History C Copy Order Add Remnak C Hetirication History Change StmeStams C der Management Application Started Expected Task Completion Tork Astigemert 102372002 0551 41 AM 10000002 0551 41 AM Task Ancigtmert 10 25 2002 085551 AM 10 0000205 5551 AM Tori Assigereert 1028 2000 622 05 AM 10602002 03 25 05 AM Tok Arcigrmert 102902002 OEEZ EO AM 10202002 054250 AM 516 TortAccigneert 1 0 Se VaskAssigneert 10 Tak Arcigrmert 102572002 CE 45 20 AM 10302002 0545 29 AM Tack Azzigrrmert 1009 2002 07 16 39 AM 10002002 07 14 39 AM S80 TORACIGIert 10 S19 TostAscignmert 1 0 12 TeetAgiigremert 10 20 TestAsngrmert 10 524 TewtAcsigneert 10 1 Aorened Tom Took Aszigrrert 1025
19. and this is how they appear when you restart the session Web Client User Guide 23 Chapter 3 Managing Orders You can however change the default so that a particular node always opens in the size of your choice E The default node size applies only within a specific view If the same node appears in several views you must set the default for the node within each view To change the default 1 2 Size the node as you want either expanded or collapsed Place the mouse pointer over the Expand Collapse button and right click OMS displays the following message Set Current Node Size As Default y Contact Details Set Current Node Size As Default Existing Phone Number 905 556 7947 New Number Service Details Click the message This changes the default so that OMS displays that instance of the node in that view at that size whenever you open a session Previewing an order You can view information that appears in the Order Editor When you click Preview and select the appropriate order the information in the Order Editor is displayed in a more readable format Order Editor Order ID 565 Reference Task Assignment Creationiview Line Local Line Auto Assign Group List 1 3 Auto Assign Group City List 1 3 City Vancouver Figure 13 Previewing an order 24 MetaSolv Software Inc Overview Process History The Process History displays the current task a
20. are the person to whom assigned the order was assigned you must first accept it Accepted By Yes if you accept it Yes if assigned Yes Yes You Suspended Yes if assigned Yes Yes 1 Inthe Worklist select Change State Status and then select the appropriate task The Change State Status view appears New Order Worklist Query Reporting Notifications Update Edit Order Change State Status Order ID 519 Reference Task Task AA_Account Verification Select Task State Status Options O Received C Assigned To oms y 2 Select the appropriate state and click Update 32 MetaSolv Software Inc Creating orders Copying orders To reduce the amount of data entry required for orders that are similar you can copy an existing order For example you may need to create orders that require an excessive amount of data such as trunking orders multiline hunt group orders ISDN orders etc When you copy an order you can copy from any order in your Worklist to any order type that you can create You can only copy the fields that are common to both the source order view and the new order view and that you are able to edit in the new view You must complete the fields that are marked with a red dot before you can complete the order If you do not have all of the information to complete the fields you can save and close what you do have The order is held in an Accepted state until
21. cess_Workstream_ Back 0872072005 10 15 25 AM Choose Line Received Phone Activation 08726 2005 10 12 45 AM Line with Long Distance Received Phone Activation 0872672005 0959 38 AM choose Line Received Phone Activation 0872572005 08 55 00 PM WS_Task1 Received Main Process _Workstream_Back 08 19 2005 08 57 19 PM WS_Taskt Received Main Process_Workstream_ Back 0819 2005 08 56 46 PM lws _Taski Received Main Process_Workstream_Back 0871972005 05 54 46 PM Completed 0818 2005 06 54 29 PM 06 19 2005 08 53 11 PM Line with Long Distance Received Phone Activation 08 25 2005 08 31 43 PM WS Back sub seq2 Received Workstream_SP1 08 19 2005 08 29 51 PM WorkstreamMukiple Threads order entry task Accepted ws1 Creation Process Orders can be implicitly ACCEPTED by opening Query Editor when order is in a RECEIVED state This is known as a transitionable task Web Client User Guide 51 Chapter 4 Viewing Orders 3 Preview the order data using the Query Editor I Order Editor Microsoft Internet Explorer Order Management Application Order ID 202 Order Type ATM SPVC Reference J Order Source Order Entry Process ATM SPVC ACTIVATION Task Assign Facilities In Objectel The Search View is used when a task is either transitionable or non transitionable If the order is not transitonable meaning that the order is ASSIGNED to or ACCEPTED by another user the
22. changes include Creating new notifications Creating tasks the user can view Changing security settings Changing order type source views These changes do not appear in the OMS Web Client until you click Refresh Web Client User Guide 21 Chapter 3 Managing Orders Order Editor Use the Order Editor to enter the order information The Order Editor displays fields that a System Administrator has defined in the OMS Administrator These fields may require you to enter information they may be read only or the may be populated with information by default You will find the following field types in the Order Editor The content of the illustrations in this section are only examples The content of your order editor depends on how it is defined by the OMS Administrator Mandatory Mandatory fields must be completed before an order can proceed to the next task in the process These fields are marked with a red dot Customer Order Number 00501112004 Figure 11 Mandatory Field Optional Optional fields are completed at your discretion You can leave these fields blank and the order will still proceed to the next task in the process List A List field lets you enter more than one group of values to a group node For example in the illustration below you can associate from 0 to 8 Service Features with the order as indicated by 0 8 in the brackets to the right of the main field label For every new service
23. cified namespace while Namespace Version displays all versions within a specific namespace Do one or more of the following From the Responsibility list choose the appropriate Responsibility From the Task list choose the appropriate task From the From and the To fields choose the appropriate time frame Click Find Web Client User Guide 63 Chapter 4 Viewing Orders 64 MetaSolv Software Inc Index A accepting tasks iruron aoe eann E a a ES 35 accessing the OMS Web Client cococcicnnocicnnnnoncccononcconnonos 15 acknowledging notifications 0 0 cesses seeeereseeseneeeeee 42 Add Remark Vi Wicca il 37 adding notification Messages coocccicnocncnnocononnnnnoninoncnnnnncncononccnono 43 attaching documents to an order coooconcnnnconininnnnnnnnnnacononnnns 38 C calendar scheduling Overview oooocococionnccccnccnconconconcnnconoonos 6 cancelling or redirecting orders 39 Change State Status view ooooccccnnnnncnnnnnconncnnnconcnnnncnnononos 32 changing the state status of a task Client functionality overview oconnccnncnnnccnoninonnnncnnnncanoncnnono 5 colour changing Work space eceseeeeeeeeee il columns displaying hiding and reordering 18 Completed Order Statistics view ccccsesseseeeeeeeeeeeeeeees 61 completed order statistics viewing ee seeeeteeeeeeeeeee 61 Completed Task Statistics view ooonconcononicnncnocnnanoannccnoon 62 completed task s
24. clear temporary internet files 1 LON A A Open the Internet Explorer browser In the Tools menu select Internet Options This opens the Internet Options dialog From the Temporary Internet Files group box under the General tab click Delete Files Check the Delete all offline contents box Click OK In the Temporary Internet Files group box click Settings Under the Check for newer versions of stored pages heading ensure the Automatically radio button is selected Click OK Web Client User Guide 15 Chapter 2 OMS Views Customizing your display Use the Preferences view to define the way information appears on your screen You can find the Preferences view in the Worklist Notifications and Query views New Order Worklist Query Reporting Notifications Options Update Worklist Preferences Worklist Columns Available Columns Displayed Columns Expected Order Completion Date Process 5 Expected Task Completion Date y Wersion xl Sort Order 1st Order ID O Ascending G Descending 2nd Source Ascending G Descending Worklist Filter States Task All y urrent user rrent user Figure 9 Worklist Preferences view After you change the Worklist Preferences view you must click Refresh to see them in the Worklist Any changes you make are automatically saved when you exit the system For best results be sure your fonts remain set to the default to prevent some fields from potentially
25. cords the date and time of the change and the user who made the change Order query You can locate any order in OMS using the Query option You can query for any order in the system including completed orders Notifications Notifications can be used to notify you of processes or tasks in jeopardy OMS provides the capability of sending event notifications through email to user groups once periodically or when certain conditions arise in a service order or task The Notifications view is where you view and acknowledge notifications on the order process or order data in OMS When a given notification condition is detected each targeted user and or Workgroup is notified through email and an entry is added to the notification list If a user is not logged on the notification is queued Reports Reports provide summarized information on all orders and tasks in OMS You can view the number of overdue orders the oldest orders the most recent orders and the completed tasks for each order The order detail report provides information on any order in the system You can view print or save this report to an ASCII text file Localizing settings OMS supports Windows 2000 regional settings For the Web Client localization refer to the MetaSolv OMS Installation and Setup Guide Web Client User Guide 7 Chapter 1 Introduction 8 MetaSolv Software Inc OMS Views This chapter details the views available in Order M
26. der is entered into OMS it is submitted to a provisioning process where it is decomposed into sequences of tasks that must be performed to deliver the order Any number of processes can be defined in OMS consisting of any number or combination of manual and automated tasks There are two types of processes standard and workstream In a standard process OMS returns you to the worklist after it completes each task where you select then edit and execute 2 MetaSolv Software Inc Overview the next task in the process In a workstream process however OMS takes you directly to the next task without first returning you to the worklist Tasks A task is a step in a process Typically tasks are activities on an order and can be manual or automated and can be part of either a standard or a workstream process Orders that are in progress pending completion can be located at one or more tasks simultaneously This means that one or more end users can be working on a single order simultaneously though only one end user can work on a specific task for that order at any one time Manual tasks are tasks that you perform using the OMS Web Client As an order moves through a process it arrives at tasks based on the way the process is defined When an order arrives at a task it is added to the worklist of the workgroup s that are to work on that task Users belonging to those workgroups can see the new task in their worklist when they r
27. e process is waiting for the rule status to change As a result the process may appear to have stopped If the rule does not evaluate true within the specified timeout period OMS displays a message indicating the timeout period is expired To clear this message click OK OMS returns you to the worklist The process will continue to evaluate the rule and when it evaluates true the process continues If the rule fails to evaluate true within a reasonable period of time inform your OMS administrator If the workstream process you are working on does not display the Finish button the system allows you to complete a task by using other standard process statuses which are rendered in the NAME OF DROP DOWN LIST TBD drop down list Alternatively you can complete the task by going opening the Change Status screen from the default order editor Adding additional information to orders In the Worklist view you can add remarks or attach documents that relate to a specific order Adding remarks to an order When working on an order you may want to add a remark pertaining to the order To add remarks to an order 1 In the Worklist click Add Remark and select the appropriate order To attach documents to a remark see Attaching documents on page 38 2 Add your remarks and click Save Web Client User Guide 37 Chapter 3 Managing Orders The Remarks window opens showing the user who entered the remark s the date entered the
28. ed by an OMS Administrator for fields in a given view When a System Administrator creates an order view a default value can be entered into the appropriate fields The default value then appears in the field of the view displayed in the OMS Web Client Editor To change the state of an order see Changing the state status of an task on page 30 To complete a standard task 1 Inthe Worklist click Editor then select the appropriate task The Order Editor view appears Order Editor Order ID 393 Reference 5432 Initiate Order Customer Order Num Customer Details Customer Name Service Address 2 Enter the appropriate information and click Save You can now change the state of this task To change the state of a task see Changing the state status of an task on page 30 36 MetaSolv Software Inc Adding additional information to orders Completing a workstream task To complete a workstream task click the Finish button When you do this OMS either takes you to the next task in the workstream or to the worklist to select the next process 1f that was the last task in the process E If the task that follows an automated task in a workstream process uses a rule on transition and that rule evaluates false the process displays the wait screen until the rule evaluates true When this happens however there is no message displayed on the screen to alert the user that th
29. ed by the system when the order is entered Source Where the order originated For example client care fax etc Type Type of order For example facility change request for new line etc 20 MetaSolv Software Inc Overview Table 2 Default columns in the Worklist view Column State Description State of the order at the current task Valid states are Received the task for that order has been received in the system and 1s waiting to be accepted Assigned the task for that order has been assigned to a user Accepted the task for that order has been accepted by a user Suspended the task for that order is held for review for additional information etc Process The name of the process Ref An alphanumeric value associated with the order typically for the OMS order to an external identifier such as a sales order Process Status The status of the order in the process Task The name of a task where the order is currently located User The user who has accepted the order suspended the order or to whom the order has been assigned Expected Order The date and time the order is expected to be completed Completion Date Expected Task Completion Date The date and time that the task is expected to be completed If changes are being made in the OMS Administrator you must refresh the browser for these changes to take effect in the Web Client These
30. efresh Users can select an order from their worklist to view the order and perform any work associated with that task Automated tasks are implemented through custom developed applications that subscribe to OMS services through a standard Application Program Interface API These may include interfaces to other operating support systems For example one task in a process might be verify address Using a third party address verification software package the API can be used to send order data to this software whenever an order reaches the verify address task in a process The API then receives a response back from the software and notifies OMS of the resulting status When an order is opened for display or editing it is presented in a format based on the view associated with the order type and the given task A user with Administrator privileges creates the order views in the OMS Administrator Views can be used to restrict the information displayed to define mandatory fields that must be added before the task can be completed and to write protect fields Certain tasks may require a read only view of the order while others may require that additional information be entered Task states and statuses States are used to indicate what is happening to an order Manual and automated tasks have the following predefined states Received Assigned Accepted Suspend and Completed Table 1 Predefined states for orders EOS OS Received The
31. faces Web Client User Guide 5 Chapter 1 Introduction Managing tasks You use the Worklist to manage your tasks It displays a list of orders currently located at the task or tasks for which you are responsible You can view add or modify the data associated with an order by selecting the order from the worklist Sorting and filtering options help you to find orders in the worklist Editing orders Y ou can display or edit orders in the Order Editor view Orders are displayed according to an order s view at a given task According to the views that are defined by the OMS System Administrator fields can be defined as mandatory read only or read write and can have multiple instances Field level security Field level security can be configured in the OMS Administrator for each manual and automated task This security is enforced for the fields that appear in the Order Editor the XML API and the Automation Component For example you may want users to view the fields as read only or define them as mandatory OMS provides flexible field level mask controls for input such as telephone numbers lookups and alphanumeric formats Calendar scheduling Tasks are scheduled for completion using the task and expected duration the hours and days of a work week and holidays set for the workgroup associated with the task These will have been defined by the OMS Systems Administrator This allows orders to be worked on by different
32. fferent tasks and states in a process a history of each task and state transition is stored in the OMS database The Order Process History Summary Table provides a summary of total time an order has been in a process the creation transition and a list of these transitions you have previously enabled to show in Process History Summary Table Web Client User Guide 25 Chapter 3 Managing Orders Ele View Favorites Tools Help Heak gt A A Qah GFavortes Greda G Br S M SOB Address a http fwtochernandez 9001 oms controlforderListMenu y fed Go Y e h search E Messenger h Bookmarks my Yahoo Y Yahoo ii Finance EJMal lt 7 News P Shopping Order Management Application vos my User ID oms New Order Worklist Query Reporting Notifications Options Summary Table Detailed Table Pie Chart Gantt Chart _ Process History Summary Table Open new window to print save Order ID 81 Reference Task Expected Completion actual Duration Started Completed 47 day s 11 hr s 1 min s 5 107114 2003 04 10 58 sec s PM Fil dll order entry task Creation 0711412003 04 10 58 PM 27 sec s Pa 4 2003 04 10 58 0714 2003 04 11 25 0714 2003 04 10 58 07 14 2003 04 11 25 PM PM 0714 2003 04 11 25 O71 4 2003 04 11 25 PM Summary 0715 2003 04 11 53 PM 27 sec s Accepted oms 0 sec s Completed Submit oms 07 14 2003 04 11 25 07 14 200
33. fic order by clicking the Query option You can query on one or all fields depending on how specific you want your query to be To view the list of the columns provided see Displaying Hiding and Reordering Columns on page 2 7 The Order Details section of the Query view contains the customized columns that have been defined by the System Administrator You also have the option of querying on these columns that have been defined in the orders To query by order information 1 Click Query 2 On the Query view do any of the following In the Order ID field type the ID of the order In the Ref field type the reference number of the order From the Process list select the appropriate process From the Type list select the appropriate order type From the Source list select the appropriate order source From the Task list select the appropriate task From the State list select the appropriate state From the User list select the appropriate user 9 6 SEE SEE 1844 20 92 From the Process Status list select the appropriate order status 3 Click Search The results of your query are displayed in the Query Results view Web Client User Guide 49 Chapter 4 Viewing Orders Querying by date You can narrow your query for an order by choosing a range of creation or completion dates To query by date 1 Click Query 2 On the Query view do any of the following In the Order Creation Date field choose the appropr
34. iate date range In the Started field choose the appropriate date range In the Completed Date field choose the appropriate date range In the Expected Order Completion Date field choose the appropriate date range gt In the Expected Task Completion Date field choose the appropriate date range 3 Click Search The results of your query are displayed in the Query Results view Transitioning orders from the Query Editor You can transition orders from the Query Editor in the same manner as transitioning orders from the Worklist Editor Before starting ensure that you have an Order View that is defined and associated with a task such as the Task View If a user is allowed to transit an order the task view can be displayed in the Query Editor Make sure that your Search View is assigned to a workgroup Tasks need to be accessible to users in the Worklist In other words users must have sufficient privileges to transition order from Worklist This procedure assumes that the task is accessible from Web Client in the Worklist Task is in RECEIVED state or ACCEPTED by the same user Search View is displayed in the Query Editor for non transitionable tasks The preview from the Query Editor always displays the Search View regardless of the type of task transitionable or non transitionable To transition an order from the Query Editor 1 From the Query page search for an order 2 Open the Query Editor for that order
35. ieee hsetia dae eis 18 history Ordes 25 inserting VALUES oo eee aiaiai eea AES 22 L localization Of settings OVerview oooicncncnnonncnnccnnncancnnnncnnn 7 logging Out mencionada ene dde dicci n 18 logout option defined c oococccoicnonocononoconononnccnnncnnnannncononcnnono 18 Managing notifications 2 eeeeceecseseceeceeeeceetereeeeeeeseee 40 messages adding to notifications 0 0 00 eeeseseeeeeeceeeeceeeseeecneeees 43 N new order OVELVICW ou cececesssccescecesseeesececescesssececsecesseecesseeess 10 New Order view ccccccccssccsecssceesecsecescecsecescessecnesesseeeeessees 29 notifications acknowledging mses niieoe eean i Eiri 42 Web Client User Guide 65 Index adding MeSssages to oococccciccocconconconcnncononncon non con non con nonnnns 43 MESSAGES iia aldea 13 OVEIVIEW asian 7 12 VIEWING MESSAQES ennea r i e el 44 O OMS Client functionality ooocoiccnonnccncnnocconcnnconconcnnconcnncnnconconos 5 Functional Architecture diagram ooocccionioninnonnonnonconnnnos 1 OVELVICW viroissa decuacsaccncatcabcancatcetcatcendendendesteciesdest eaneed 1 OP LONS OVETVICW ececececceseesessescesseesecsecseeseesceseeseeteeeeteees 14 order information querying DY ooooccncnncnicinonicnnnnoncnnnonnnnono 49 Order Volume view seses order volume viewing orders attaching documents tO eeceseeeecneseceeeseeetseeeeeeees 38 cancelling or redirecting cc eceeeecseseceeereeeeeeeeeeees 39 CO
36. iew to retrieve any orders in the system including those that are not located in your task list New Order Worklist Query Reporting Notifications Options Search Reset Query Single Row per Order Single Row per Task Instance Order ID Ret Namespace Namespace Version Process Type Source Task State User Process Status Order Creation Date Started Completed Date Expected Order Completion Date Expected Task Completion Date Figure 5 Query view Web Client User Guide 11 Chapter 2 OMS Views Reporting view Reporting provides summarized information on all orders and tasks in OMS You can view the number of overdue orders the oldest orders the most recent orders and the completed tasks for each order New Order Worklist Query Reporting Notifications Options Pending Orders Order Volume Completed Order Statistics Completed Task Statistics Namespace Al N nespacefersiorc can y Pending Orders Order Type AlD h Order Source cam y Summarized By Respo Figure 6 Reports view Notifications view Use the Notifications view to set up notification conditions for OMS to check for specific conditions on the order process or order data When a given notification condition is detected each targeted user and or Workgroup is notified by email and an entry is added to the notification list If you create new notificati
37. information for to each notification When you acknowledge a notification the author date description message and if the notification was modified appears in the Acknowledgement s view To add a notification message see Adding a message to a notification on page 43 Web Client User Guide 13 Chapter 2 OMS Views Options view Use this view to set your email account to receive notifications select specific time zones change the initial screen displayed by OMS when you log in Options include Worklist default the OMS Worklist view see Worklist view on page 11 Home the OMS Home screen from which you can navigate to all other OMS Web Client views About the OMS About screen containing information about the currently installed OMS release level Query displays the OMS Query view see Query view on page 11 change the text and text background colors to differentiate orders at different task states New Order Worklist Query Reporting Notifications Options Options User Email Address Time Zone for Dates GMT 05 00 GMT 04 00 AmericaMew _York Login Screen v Order Task State Colour gt Background _ My Accepted White y My Assigned White Received White Suspended White Others Completed Figure 8 Options view 14 MetaSolv Software Inc Starting the OMS Web Client Starting the OMS Web Client
38. information in your work space cesses 16 starting the OMS Web Client 0 cee eeeeeneeeeeeeeeeeeee 15 state status Changing ccceececcsscssceceeceeceececsecseeseeneeneens 30 T task assignment OVerVieW coocccocnoniconnnnncnoncnnnnnononnnncononcnncnnno 6 task states and statuses OVerview oooccoccccconncconnconanenonnaconanos 3 tasks ACCEPUNG ossds ieveieeevin i sevedl sad ondacdosdsacencolceeeecsbiektescavecsee 35 changing state status of 30 completing ooonoonicninnoninno 36 completing a workstream 37 OVA 3 transitional notifications defined ooo oc we Al V Values ISC ii dr be 22 viewing completed order statistics o oonoonicnocnciocnoconccnacononnononos 61 completed task statistics oooooniononicincincnoconcnoccncncnonnnos 62 data history eeecececcesseseesececeeceecceeceacensecsecseeseeaeeneeas 59 notification MESSAGES eececeecsseeeeceeseesecseeseeseeseeneees 44 PENAING orders sipsons ioiii 59 proc ss history sercsesenesisiisiiiiiiiiiieniii eis 58 II nii 6l W Web Client functionality Overview eee seseeeeeeeees 5 work space changing the colour eee ceeeteseeeeceeeeeseteteeseneeecneees 17 displaying hiding and reordering columns 18 sorting information 0 0 eee ects eteeeceeeeeeeceeteteeeeeeeeeeee 16 worklist Overview o eeccceecsccsssccessecesseceeeecessecesseeceseecesseees 6 66 MetaSolv Software Inc
39. isplayed in one of the three views Web Client User Guide 47 Chapter 4 Viewing Orders When you click Query the following view appears New Order Worklist Query Reporting Notifications Options Search Reset Query Single Row per Order O Single Row per Task Instance Order ID Ret Namespace Namespace Version Process Type Source Task State User Process Status Order Creation Date Started Completed Date Expected Order Completion Date Expected Task Completion Date Figure 19 Partial Query view In some fields such as the Reference and Order ID you can use wildcard symbols to represent any number of unknown characters Table 7 Wildcard symbols To search for Any character or group of characters Type Any single character Depending on the type of query you may have more than one match per order To avoid multiple rows per order select Single Row Per Order This is automatically selected by default when you open the Query view If you choose Single Row Per Task only one row is shown for each task instance the order is on 48 MetaSolv Software Inc Querying orders Querying all orders The default number of rows you can retrieve for a query is 500 To change the default see your Systems Administrator To query all orders 1 Click Query 2 On the Query view click Search Querying by order information You can query for a speci
40. istory of orders while they are in OMS including all state changes in a task When the order first arrives it is in a Received state indicating that it is a new order and that no one is currently working on it Each time a task state changes or the 4 MetaSolv Software Inc OMS Web Client functionality order moves to another task the order is stamped with the current time task name state and Received Accepted Assigned user name Completed Figure 2 Task state transition OMS Web Client functionality The OMS Web client provides the user interface to the worklist order tracking and operational reporting information It lets you create view edit track and report on service orders in OMS using a web browser Creating orders Customer service orders can originate from one or more external order entry systems while network service orders are often generated internally through an internal order entry system or OMS Using OMS to enter orders Orders are collections of data used to express a request for service on a network You can create an order in OMS It verifies that all mandatory fields have been entered before allowing the order to be submitted for processing This guarantees that incomplete orders cannot enter the system External order entry External systems can create orders in OMS using the Extensible Markup Language XML API The XML API provided with OMS can be used to build customer specific inter
41. k ra Source Process Starte TaskAssianinent 10 Task AA_Account Verification Test Sub Process 10602002 04 4 TaskAssignment 1 0 Task AA Account Veritication Test Sub Processi 1020 2002 04 4 TaskAssianiemt 11 0 Task AA_Account Verification Test Sub Process 10 30 2002 04 4 TaskAssignment 1 0 Task AA_Account Veriticstion Test Sub Process 1050 2002 04 TaskAssignment i Task AA Account Verification Assigned Sub Process1 10302002 11 4 TaskAssianinent d Task 44 Account Verification Assioned Sub Process 10 31 2002 06C TaskAssigninent 3 Task AA_Account Veritication Assigned Sub Processi 10312002 06 TaskAssianinent i Task AA_Account Verification Assigned Sub Process 10 31 2002 07 4 TaskAssigninent g Task AA_Account Veriticstion Assigned Sub Process 1031 2002 07 1 TaskAssignment Task 44 Inform Billing Received Sub Process5 10 31 2002 07 4 Task Assignment Order Entry Task Assignment 10 31 2002 07 TaskAssigninent 1 0 Order Entry Task Assignment 1081 2002 07 2 556 TaskAssigninent 7 0 Order Entry loms Assigned Tesi Figure 10 Changed orders are shown in italicized bold text The following table lists the default columns in the Worklist Table 2 Default columns in the Worklist view Column Description Started Date and time when the order entered the task Order Creation Date The date and time that the order was created Order ID The order ID generat
42. ks for each order and more The order viewing options include viewing pending orders volume of orders completed order statistics and completed task statistics You can access these viewing options by clicking the Reporting link You must be assigned the appropriate user privileges to view the Reports For more information contact your System Administrator Viewing pending orders The Pending Orders view lists orders waiting to be completed and grouped by the following Responsibility used to classify the tasks for reporting purposes For example certain tasks may be the responsibility of Customer Billing Accounting Administration etc State a condition or position an order assumes that is related to the status of the task or tasks currently being executed For example Received Completed and Accepted e Task an activity defined in the context of a process Web Client User Guide 59 Chapter 4 Viewing Orders It displays the total number of pending orders the number of overdue orders and the oldest or most recent pending orders in OMS To limit the orders displayed in the Orders Pending view you can filter the orders by order type and source To view pending orders 1 Click Reporting The Pending Orders view appears New Order Worklist Query Reporting Notifications Options Pencing Orders Order Yolume Completed Order Statistics Completed Task Statistics Pending Orders Namespace can Orde
43. lected do one of the following e To specify a value choose and type the appropriate lower value in the Lower Value field e To specify a range of values choose between and type the appropriate values in the Lower Value and Upper Value fields 4 Click Update Web Client User Guide 57 Chapter 4 Viewing Orders Viewing histories There are two ways for you to view historical data related to processes and orders Process History and Data History The Process History view contains the dates times and all user information for an order as it goes through the process Data History lets you view the history of each field in an particular order Viewing the Process History The Process History contains the dates times and all user information for an order You can view the history as a table pie chart or Gantt chart When you view the Gantt chart you cannot use the browser s back or forward arrows To customize the Gantt chart width height and property panel see your System Administrator To view the Process History In the Worklist select Process History then select the appropriate order Process History Close Order 1D 2379 Reference Summary LoacBelancing Mulple instances Tasks order entry task Creation Process Order Entry Load Balercing Task Assignment DO Systembate Load Balancing Task Assignment Expected Completion Date 01 24 2003 04 27 18 AM 01232003 04 26 50
44. ledging notifications When you acknowledge the notification OMS clears and resets the notification to continue evaluating at the next chosen time period You can acknowledge a notification message by clicking the notification URL in your email message If you do not receive notification messages by email see your System Administrator To acknowledge a notification 1 In the Notifications view select Acknowledgement and select the appropriate notification 42 MetaSolv Software Inc Canceling or redirecting orders The Acknowledgement view appears New Order Worklist Query Reporting Notifications Options Update Acknowledgement Order ID 201 Reference Notification Description Trans_Date Acknowledgement 2 Enter a message and then click Update To avoid acknowledging a notification by another user in the workgroup update your view frequently by clicking the refresh tool Adding a message to a notification You can add a message to a notification only while the Notifications view is selected After you add and save a message it cannot be modified or deleted All users can view the messages that appear in the Acknowledgement s view along with the login name the name of the person entering the remark the date and time entered the description and whether it has been reset or cleared To add a notification message 1 Inthe Notifications view click Acknowledgement and select the notification t
45. ly orders associated with those tasks are displayed in the Worklist E The Tasks list contains a list of all tasks that are available to your workgroup If you have a large number of tasks available to your workgroup and need to show orders associated with all but a few of them instead of making multiple clicks select the first task displayed in the list then scroll to the bottom of the list press and hold the Shift key then click the last task in the list This highlights all of the tasks Next press and hold the Ctrl key then click the tasks you wish to remove from the list This deselects the few unwanted tasks Filtering by state This procedure describes how to filter the worklist by state To filter orders by state 1 Inthe Worklist click Preferences 2 Choose a state from the States list and click Update 3 Only orders associated with that state are displayed in the Worklist For example if you choose Received all work orders in the Received state are displayed l To turn the filter off select All to display orders associated with all states from the list Filtering by column headers This procedure describes how to filter the worklist by column headers To filter orders by column headers E When you filter on a phone field you must use number characters only 1 Inthe Worklist click Preferences 2 Inthe Field list of the Order Details section choose the appropriate column name 3 Ifthe Condition list is se
46. ns Notifications are events that allow the order process or order data to be checked for specific conditions They are defined by an OMS System Administrator to enable you to be notified by 40 MetaSolv Software Inc Canceling or redirecting orders email when certain conditions occur For example users belonging to a specific workgroup may want to be notified that an order s due date is in five days When a notification condition occurs it is sent by email to a specific user or all users belonging to a workgroup You then acknowledge the notification and if required enter the appropriate remarks If you are not logged on notifications are held in the queue until you log on There are two types of notifications Polled are based on rules that are evaluated at regular intervals as defined in the OMS Administrator For example you may want to be notified each time an order has gone beyond its due date Transitional are based on rules that are evaluated when an order moves to a specific step state status or exception in a process For example you may want to be notified every time an order reaches the billing task The following table lists the default columns in the Notifications view that display order information You can select these columns through the Preference view Table 6 Columns in the Notifications view Column Description Notification A description of the notification as defined in the O
47. ny purpose without the written permission of MetaSolv Software Inc except as specifically allowed in the written license or nondisclosure agreement It is against the law to copy the software on any medium except as specifically allowed in the license or nondisclosure agreement MetaSolv Software Inc assumes no responsibility or liability for any errors or inaccuracies that may appear in this manual Use of any of this Software s functionality in a manner inconsistent with your license grant whether or not protected by the Product ID is a breach of the license agreement between your company and MetaSolv Printed in U S A MetaSolv Software Inc 5556 Tennyson Parkway Plano TX 75024 U S A Contents Ta INTFOQUCHONMN e T E 1 OVOIVIOW aiir ile e li Aa a ees die ed 1 PROCESSOS it a e es elos a eo aa 2 Vas Sii dd dc dd aie da 3 Task states and StatuSeS orner miserans poa anas eita ERARAS ka EAEra AAA rca 3 OMS Web Client functionality oo nonccinnnnniccnnnnnncccccnnncnncannnnonnnn nn nn nono rca r rn nn rra 5 Creating Orders sanasa er a a a aa e aa 5 Managing tasks toca A iia 6 Editing Orders etc lata it ts 6 Field level Security ccoo ii gees etna eee E sluedh gees entia neve A 6 Calendar SCheduling orenian gae a A E e ia 6 Task assignment aia dd tdi nea 6 Exception PTOCESSINO sisma e li AS aa aia ai 6 Data audit order history oooonoinnicnnnnnncocccnncca norris 7 Order query cia lala ida 7 Notifications es kenna dd a
48. o entered the remark the date and time it was entered the task description and the state of the task Worklist Page 1 of 14 LastF ag E Order ID a New Order Worklist Query Reporting Notifications Options Add Remark Remarks Order ID 512 Reference FT Date Author Task State 03718 2003 10 46 59 AM oms Order Entry Accepted order canceled 0347 2003 05 12 57 PM Figure 17 Viewing remarks for an order Web Client User Guide 27 Chapter 3 Managing Orders Versioned orders Each order you create is based on a model that consists of tasks processes order templates workgroups and worklists Programmers in your organization define different models based on specific services your company provides In OMS a versioned order is one that is based on different versions of the OMS model You create a versioned order by selecting a namespace and version from the Cartridge field The use of namespaces allows service providers to separate their OMS model into specific services in their OSS environment Each service can be implemented independently by a different team and then deployed into a single OMS environment You see the Cartridge field only if you have privileges to create versioned orders New Order view without Cartridge field New order with Cartridge field Worklist Query Reporting Notifications Options Create New Order Order Type Source API Type A2Pl Sou
49. o which you want to add a message 2 Type your message in the Acknowledgement view and click Update Web Client User Guide 43 Chapter 3 Managing Orders Viewing notification messages You can view a notification message along with the user who created it the date it was entered the notification description and whether it has been reset or cleared To view a notification message In the Notifications view select Notification History and select the appropriate notification The Notification History view appears New Order Worklist Query Reporting Notifications Options Notification History Order ID 201 Reference Timestamp Author Action Description 03 4 5 2002 11 24 09 AM Create Pooled_Currency 0315 2002 11 23 18 AM loms Delete Pooled_Currency 03M 5 2002 11 22 43 AM oms Update Trans_Date 03 14 2002 04 56 46 PM oms Update Trans_TextRule 034 4 2002 03 35 18 PM Create Pooled_Lookup 0314 2002 03 34 33 PM Delete Pooled_Lookup 03 4 2002 03 26 30 PM Update TextRule Pooled 03 14 2002 03 26 19 PM Update Pooled_Boolen 03 14 2002 03 25 59PM Update TextRule Pooled 03 14 2002 03 19 46 PM Create TextRule Pooled 03 1 4 2002 03 19 46 PM Create Pooled_Date 03 14 2002 03 19 46 PM Create Pooled_Phone 44 MetaSolv Software Inc Executing a workstream task Executing a workstream task To execute a workstream task the following must be true You mu
50. on the state of the task and the file name of the attachment Removing documents from an order You can remove a document file from an order by using the following procedure To remove a document from an order 1 In the Worklist click the View Remark s icon beside the appropriate order The Remarks view appears New Order Worklist Query Reporting Notifications Optio Add Remark Modify Remark Remarks Order ID 390 Reference Date Author Task State 10 23 2001 oms POTS Order Entry order entry task Accepted cance O 10 23 2001 oms POTS Order Entry order entry task Accepted hold o 2 Select the appropriate remark and click Modify Remark 3 In the List of Attachments field on the Modify Remark view select the appropriate file and click Remove Attachment 4 Click Done Canceling or redirecting orders You can cancel an order or redirect it to any task in the same process or any other process in OMS using the Exception function You can access the Exception function only while in the Worklist and the Query Results views Exceptions are defined for the process that the order is in If there are no exceptions available for a process or you were not assigned the privileges no exceptions will be available An exception that cancels or stops an order from continuing displays N A not applicable in the Process and Task columns When you redirect an order you can choose an exception that displays the process and task to
51. ons in the OMS Administrator you must refresh the cache for these changes to take effect These notifications do not appear in the OMS Web Client until the next time you log in or click Refresh If you are not logged in when a notification occurs the notification is queued until you log in New Order Worklist Query Reporting Notifications Options Editor Preview Process History Add Remark C Notification History Acknowledgement Refresh Notifications Page 10174 Last Refresh At 0371 9 2003 11 07 06 AM 12345618241014 Next gt gt SA Motification Description Notification Type Hotification Timestamp Priority Order ID Namespace Version Trons Load belencing task Assigned PROCESS 2885 TaskAssignmert 1 0 01 30 2003 11 1207 AM 1 Poled ProcessOuration POLL 2671 Defaut 10 1011 2003 10 09 45 AM Pated TaskDuraticn Trans Load balancing task Assigned POUL PROCESS 01 31 2003 10 10 26 AM 101 0 2003 07 3848 AM 2671 Defaut 2548 TaskAssigniment lo 10 Trans Load belencing task Assigned Trans Load balancing task Assigned PROCESS 011302003 07 38 48 AM 01 60 2003 07 37 15 AM 2648 TaskAssignment 2645 TaskAssiynment 110 10 Trans Load belencing task Assigned Figure 7 Notifications view 0140 2003 07 37 15 AM 2846 TaskAssignment 1 0 12 MetaSolv Software Inc Overview Notification messages The Acknowledgement s view displays
52. order has arrived at the task and needs to be worked on This state is mandatory for all manual and automated tasks Web Client User Guide 3 Chapter 1 Introduction Table 1 Predefined states for orders State Description Assigned The task has been assigned to a specific user Tasks that are in the assigned state cannot be worked on by other users Users with assignment privileges can re assign tasks if needed Accepted A user has accepted the task and is working on it A task can be Accepted by a user that explicitly changes the state of the task to Accepted or by editing the order Once a user has accepted the task other users are prevented from modifying the task so they can see a read only view of the task Suspend A task that is not pre defined Suspend states are defined by the OMS Administrator One or more Suspend states may be used to indicate that a task is held up for particular reasons or to indicate the progress of automated tasks Completed The user is finished with the task and that the order is ready to move to the next task in the process When changing a task to a completed state the user also selects a completion status The the OMS Administrator defines the status It is used to indicate a result of the task which OMS then uses to determine the next task s to send the order to The statuses generally represent a successful or unsuccessful result The system maintains a complete audit h
53. ou by the OMS Administrator You must then accept an order task then enter the appropriate information into the Editor of the OMS Worklist When all tasks for an order are completed the order is complete Accepting tasks You can accept any task that is in a Received state in your Worklist Since other users may also have the same tasks displayed and may have already accepted a task you should update your Worklist using the Refresh option If the task you have selected has been opened by another user it is read only To accept a task 1 In the Worklist select a task that is in a Received state 2 Click Change State Status The Change State Status view appears with the Accepted state displayed New Order Worklist Query Reporting Notifications Optio Update Edit Order change State Status Order ID 201 Reference Task Success Select Task State Status Accepted 3 Click Accepted then click Update Web Client User Guide 35 Chapter 3 Managing Orders Completing tasks To complete a task you must complete all mandatory fields displayed with red dot If you do not have all of the information to complete the fields you can save and close what you do have The order is held in an Accepted state until you complete the information and change the state to Completed If you display an order containing default values the order is automatically modified and therefore must be saved Default values are defin
54. ous Cancel and Finish the same way as it treats regular task completion and does not apply the wizard behavior For example if you select Previous the system does not rollback to the previous position in the process It just completes the task at the Previous status then takes you to the next task in the Order Editor according to the defined process flow By default OMS does not rollback any changes made by previous tasks You can do this however by means of a plug in assigned to the status Cancel or Previous If you decide to exit from the workstream you can always go back to the worklist to continue the workstream Alternatively another user in your workgroup can pick up the workstream and begin working on it at a later time 4 You repeat the steps above until there are no more potential manual tasks in the workstream process When you complete the final task in the workstream the system returns you to the work list Web Client User Guide 45 Chapter 3 Managing Orders Stopping a workstream task You can stop a workstream and return to the worklist by selecting Worklist After the you do this any other user in the same workgroup can pick up the next task and begin the workstream again Reassigning a workstream Anyone with assignment rights can re assign the workstream Rolling back a workstream task The workstream rollback feature lets you return the order data to the condition it was in before you entered the cur
55. ower Value The lower value of the condition for the selected field Upper Value The upper value of the selected field States All available states Task All available tasks 54 MetaSolv Software Inc Filtering order information For text fields and Order ID and Reference column headers you can use wildcard symbols for the condition field to represent any number of unknown characters Table 9 Wildcard symbols Any character or group of characters Any single character Web Client User Guide 55 Chapter 4 Viewing Orders Filtering by task This procedure describes how to filter the worklist by task To filter orders by task 1 Inthe Worklist click Preferences New Order Worklist Query Reporting Notifications Worklist Preferences Worklist Columns Available Columns Expected Order Completion Date Ref Expected Task Completion Date Namespace Namespace Expected Task Order Creation Date Source Order ID Order Creation Process Order ID Process Status Process Sort Order 1st Default Ascending 2nd None O Ascending Vvorklist Filter Task current user ito current user Order Details Field Clear 56 MetaSolv Software Inc Filtering order information 2 From the Tasks list on the Worklist Preferences view select the task or tasks on which you want to filter the worklist then click Update On
56. process and the data requirements necessary to fulfill an order OMS manages the life cycle associated with the order including the management of information flow between OMS and peer Operating Support System OSS applications The following diagram provides an overview of the OMS functional architecture Web Client User Guide 1 Chapter 1 Introduction Custo mer Care Order Entry Interface APIs lt Process Engine l on o Other BSSs OSSs Notification 8 Jeopardy Events Work Force Management OBJECTEL Network nvento Other BSSs OSSs Interface APIs Interface APIs Interface APIs Network ASAP Management Activation Figure 1 OMS Functional Architecture An order is a set of data elements used to express a request for a service Each data element is made up of a field identified by a name and containing a value These fields are arranged in a hierarchical format to indicate the relationships to data element The set of data and its hierarchy together are called the order template Processes A process is a sequence of tasks that are executed consecutively or concurrently to fulfill an order or part of an order Processes have a single entry point and one or more exit points Orders can be created in OMS by any external order entry system through the OMS API or can be manually created in OMS through the built in back office order entry facility After an or
57. r Type AID v Na nespacefersiorc can Order Source cam 2 If you are using namespaces select the Namespace or Namespace Version as needed Namespace shows all orders containing the specified namespace while Namespace Version displays all versions within a specific namespace In the Order Type list choose the appropriate order type In the Order Source list choose the appropriate order source From the Summarized By list choose the appropriate level Click Find NW BP 60 MetaSolv Software Inc Other order viewing options Viewing the volume of orders The Order Volume view provides a table or chart displaying the number of orders received and completed for a specified time period such as hour day week or month You can filter orders by order type and source and by choosing a specific time period To view order volume 1 Click Reporting and then select Order Volume The Order Volume view appears Pending Orders Order Yolume Completed Order Statistics Completed Task Statistics Order Volume Namespace cam y Order Type Namespacef ersiorr cam Order Source AID From fesaraoosos4osoPm FS To 03 27 2003 05 40 59 PM If you are using namespaces select the Namespace or Namespace Version as needed Namespace shows all orders containing the specified namespace while Namespace Version displays all versions within a specific namespace Do one or more of the following
58. rce Reference New Order Worklist Query Reporting Notifications Options Create New Order Cartridge Default 1 0 z Order Type Source ActivationMSS v Reference Figure 18 Cartridge field on the New Order view 28 MetaSolv Software Inc Creating orders Creating orders In the OMS Web Client you can enter an order by clicking New Order After you create a new order the Order Editor appears displaying fields for further information to be completed If you cannot access the New Order view you have not been assigned order entry privileges See your Systems Administrator The following table describes the column names and definitions Table 3 Columns in the New Order view Column Definition Cartridge Lists applicable namespaces and versions Order Type Source List of order types and sources that you can create Reference An alphanumeric reference associated with the work order Y ou must complete the fields that are marked with a red dot before you submit the order If you do not have all of the information to complete the fields you can save and close what you do have The order is held in an Accepted state until you complete the information and change the state to Completed Successful To create an order 1 2 Click New Order If you have privileges to create a versioned order select the namespace and version from the Cartridge field
59. rent task Because the rollback executes when the you click the Back button the order advances according to how your Back button status is defined The following example illustrates how the rollback works 1 OMS moves the workstream process from Task A to Task B 2 You pick up the order at Task B make changes to the order data then save the changes 3 You decide to undo the change that you just made while executing Task B then click the Back button 4 OMS rolls back the changes you made to the order data so that it appears as it did just before you entered Task B then takes you to another task The task it takes you to depends on how the process that you are working in was designed 46 MetaSolv Software Inc Viewing Orders This chapter describes the features and functions you can use to query and view orders in detail The following sections are included 4 Querying orders Viewing and filtering orders Other order viewing options Querying orders You can perform queries and display orders based on specific criteria You can query for any order in the system including completed orders that are no longer in a process Sorting is specified by the user When you open an order from the Query view OMS automatically selects one of the views assigned to the Workgroup to display the order For example if you are assigned to three different workgroups with three different views assigned to each workgroup the order is d
60. rklist on one or a number of criteria o tasks the Task filter lets you display only orders associated with one or a number of specified task descriptions Web Client User Guide 53 Chapter 4 Viewing Orders order states the States filter lets you display just the orders associated with a specific state or states specific fields the Field filter lets you display orders associated with a specified column name and in some cases other specified conditions and values l If you are filtering on a flexible header column when using the Field filter that column must be associated with your workgroup for you to see it If you cannot locate a specific flexible header column on which to filter notify your OMS Administrator If flexible header columns are currently being created by the OMS Administrator you must click the refresh button in the OMS Web Client Worklist to display those columns in the Field list The following table describes the field filtering options available Table 8 Filtering options Query Option Description Field Contains the default and user defined columns Condition The Condition option is only available for certain columns in the field list You have the option of searching for orders equal to a value or between two values if you choose the Lower Value field is enabled if you choose between both the Upper Value and Lower Value fields are enabled L
61. s well as the tasks that have been completed for an order It also contains the dates times and all user information for that order as it goes through the process You can also display the Process History in a pie chart or Gantt chart If the Process History contains both system based and schedule based tasks the summary actual duration is calculated as if all tasks are system based Process History Close Order 1D 2379 Reference Expected Completion Date 01 24 2003 04 27 18 AM Exception State Started Filtered Hode Actual Duration 1109 day s d br 5348 mings s6 sects 01732003 log socis OIRO 012312003 04 26 50 AM sec s 04 26 50 AM 04 27 18 AM 01 23 2003 Summary 04 26 50 AM LoacBelancingMutiple instances Tasks order ertry task Creation Process Order Ertry Load Balorcing Tack 1017242008 Assignment 04 27 18 AM 01 23 2003 01 23 2003 04 27 19 AM 04 27 27 AM 01 23 2003 01 23 2003 04 27 13 AM 04 27 23 AM 9 sec s 5 sec s DO Systembate Load Balancing 01 23 2003 01 23 2003 Task Assignment 04 27 27 AM 04 27 23 AM 01 23 2003 01 23 2003 OF 27 27 AM 0427 29 AM Task LB_mutipeinstancesTask Load 01 2N2003 01 23 2003 Balencing Tazx Assignment 04 27 29 AM 04 27 29 AM Figure 14 Process History view table format For more information on viewing the order process history see Viewing the Process History on page 58 Process History Summary As an order moves to di
62. ska a e did 35 COMpleting tasks lt aii 36 Adding additional information to orders ooooononccccnnnoocccccnnnonccncnn nan cn nnnn nan nnccnnnnn nn cnc naar nnccninnns 37 Adding remarks to an order cocccccccccnccococcnononononcnn conc nn nn nn nan n o nn n ran n cnn nr nn nn ran r rr rra 37 EIA MAS a e ad alado e do oe 38 Attaching documents ia sed 38 Removing documents from AN order eeeeeeeeceeeeenneeeeeeeeeeeeeeeeeeaaeeeeeeenaeeeeseeenaeeteeseeaes 39 Canceling or redirecting orders cccccccnonacoccccnononncnnnnnonono nan nn nono cnn aran n nn nara n rra r nn rra 39 Managing notifications curia is 40 Acknowledging notifications ooonnnnnininnnnnnncccccnnncccccncnonnncnnnnnnnnnn nn rr nn rn EErEE NEAN RERE ERE EKET 42 Adding a message to a notification ooooononnnniinnnndnicccnnnnacocinanonanann nar nnn non rrnnnn nn 43 Viewing notification MESSAGES oooonnnoccccnnnoccccnnnnonononcnnnonan ocn n anno ocn narran rana narran 44 Executing a workstream task ooooonccccnnnnoccccnnnconccccnnnnoncccnnnnnn nc ccnnn nan n cnn nn PET VEEN SEARA ERARE KEERATI 45 4 MIG WING ONG GES actes a 47 QUEFYITIG Orders cestas lcd ill ie ene 47 Querying all ordera ca DE it 49 Querying by order information ssec aa o AAE 49 Querying O etebiaascecten tats 50 Transitioning orders from the Query Editor oocoonocccoconnoocccccnnanoncnccnanoncnnncnnnn nana r nana nnnarcnnnnn 50 Filtering order information riire a E EAE E EE EER EEEE 53 Filtering By
63. st be signed into the OMS Client application You must be a member of the workgroup responsible for processing the workstream Orders must be in a process that was modelled as a workstream by the OMS administrator Initiating a workstream task Use the following procedure to initiate a workstream task To initiate a workstream task 1 Select a manual workstream task from the worklist If the first task in the workstream is an automatic task you do not select it the system runs it then when the automatic task finishes it takes you to the default order editor or a custom JSP page that was created for this task to edit the first manual task in the workstream l If the system is executing an automatic or rule task the system provides an indication that processing is taking place until the next manual task within the workstream is available When the next manual task becomes available the task is accepted and displayed in the order editor While processing is occurring you can stop the workstream and return to the worklist Then when the workstream task becomes available you or someone else in there workgroup can pick it up and continue the workstream from that point 2 Complete the data required for the task 3 Indicate the task is completed To do this click the Finish status l This also sets the state for the task as defined by the OMS administrator OMS treats task completion through workstream statuses Next Previ
64. t expands the node The left hand illustration below shows the order editor with all of its defined nodes expanded The right hand illustration shows the same order editor view with the Contact Details and Service Details nodes collapsed Notice how with some of the nodes collapsed the view requires less on screen room Click to collapse this node Identify ILEC CO View Customer Order Number 00301112004 Customer Details Customer Name A Currie Service Address 2 Street 1928 Hughes Ave State or Prov Code ON Additional Description Contact Details Contact Name A Currie Contact Cell Phone Service Details Existing Phone Number 905 556 7947 New Number Current Account Number 90555679475872057902 LD Provider Bell Priority Normal Updated Due Date Default behavior Identify LEC CO View Customer Order Number 00301112004 Customer Details Customer Name A Currie Service Address Street 1928 Hughes Ave State or Proy Code ON Additional Description Contact Details Y Service Details Y Click to expand this node By default the Order Editor displays all of the nodes in the expanded mode If you change the size of anode OMS remembers the change for that instance of the node that is on that specific order within that specific view with that specific instance of the node for the duration of your session If you close your session OMS returns the nodes to their default size
65. task description and the state of the task A View Remark s icon also appears in the Worklist beside the appropriate order Remarks Order ID 391 Reference 2232 Date Author Task State 11 02 2001 oms POTS Order Entry order entry task Accepted cancel ord Worklist Page 1 0f14 LastF 1 2 3 4 5 6 7 8 9 10 4 Order ID Indicates that there are remarks for this order Editing remarks After you add a remark to an order you can modify it at any time A remark can only be modified by the user who created it To edit a remark 1 Inthe Worklist click the View Remark s icon beside the appropriate order 2 Inthe Remarks view select the appropriate remark and click Modify Remark 3 Inthe Modify Remark view change your remarks and click Done Attaching documents You can attach a document file to an order only if a remark has been created To attach a document to an order 1 Inthe Worklist select Add Remark and then select the appropriate order 2 Inthe Add Remarks view click Save 3 Click Modify Remark 4 In the Attach File field on the Modify Remark view type the file path or click Browse to locate the document Y Locate the document and click Open 6 Click Add Attachment 38 MetaSolv Software Inc Canceling or redirecting orders 7 Click Done The Remarks dialog appears containing information such as the user who entered the remark s the date entered the task descripti
66. tatistics viewing oononiconnnnnncnnnnnnnconcnnnss 62 COPYING orders cooconconocccnocccononncononnonnonnoonconconcon non non non noncnnnns 33 Creating orders coocccocncncnconocanononononcnnnnnoncnn nono nono oncnnonanncn nino 29 creating orders defined coooocnnicnncninncnnnnnnnnnnncnonnonononoconononos 5 customizing your display ccesescseeseesecseeneereeeeneeeeees 16 D data audit and order history OVerview occoccicinnoicnnnconinonos 7 data history viewing oooocnccononicononnnnncncnnnnnononn nac noncnn cn nnos 59 date Querying DY eiii iria 50 displaying columns cocooonccnicnicnonnnoconconconconcnncon non nonnnnnonnnnnnns 18 documents attaching to an Order c ococonnnccninnnnncnnncnnuconcnnnos 38 documents removing from an order ecceceeeeeeeeeeees 39 E editing ordets ra aie bata dhe ea Ri 35 orders OVELVICW cececceccescccesceeesececsecesssececsecessecsssecesaees 6 PEMALKS usario 38 editor reports ii alas 24 Editor Vi Witness 22 entering orders overview 19 exception processing OVETVICW occcocccncnconoconncinnncononanacnninon 6 F field level security OVEIVISW oooocconicncnccocnnonacononnnncanononacnnn 6 filtering Order information cocoooononnonnonccoconconconnonconnonnonncnncnncnnnonnnns orders by column headers orders by state ni e e E etl Gee orders by task cta it E EEA functional architecture c oociccnocinnnononncnnononcncncononncncnn naco nonannnno 1 H hiding Columns 0
67. tatus to the order Predefined statuses for standard processes include e True False Submit Delete When using a workstream process statuses appear as buttons on the workstream order editor s interface which you click to assign the desired status Much like the standard navigation buttons in any other wizard the status buttons in a workstream process let you advance to the next task go back to the previous task cancel the task and so on Predefined stauses for workstream processes include Back Next Cancel Finish 30 MetaSolv Software Inc Creating orders After you complete and submit an order you can deleted it depending on the workgroup and tasks assigned The order does not appear in your Worklist but you can still query on it A list of available states and completion statuses is displayed in the Change State Status view based on the current state of the order and its location in the process You can only move the orders that appear in your Worklist Web Client User Guide 31 Chapter 3 Managing Orders The following table describes the types of states that an order can assume based on its current state Table 5 States an order can assume based on its current state To change the state status of a task From To Received Assigned Accepted Suspended Completed Received Yes if assigned Yes Assigned Yes if assigned If you Yes if assigned Yes if
68. the worklist is sorted in ascending order of the values in that column When you click on the same column link again it is sorted in descending order Changing the colors of states You can change the background and text colors used to represent the different states of orders in the Worklist Query and Change Task Status views To change the color of the order state 1 Click Options 2 On the Options window choose a color from the Order Task State Colour list Order Task State Colour Text Background aqua My Assigned re white Suspended red v white Others maroon white yellow w maroon v v Received green white v v Web Client User Guide 17 Chapter 2 OMS Views 3 Repeat step 2 for each order state 4 Click Update Displaying hiding and reordering columns Using the Preferences option you can choose the columns you want to display in the Worklist Query and Notifications views and the order in which you want them to appear If you remove all columns from the Display Columns list the default columns still appear in the Worklist To display hide or reorder columns 1 Inthe Worklist view click Preferences 2 Do any of the following To display a column in the Worklist Preferences view select a column from the Available Columns list and click the right arrow button to move it into the Displayed Columns list To hide a column select a column from the Displayed
69. which it will be redirected Web Client User Guide 39 Chapter 3 Managing Orders If your System Administrator changes process exceptions in the OMS Administrator while you are working in the Web Client the changes will only appear in the Web Client the next time you click the refresh icon Process exceptions can be created with restrictions that allow only certain specified workgroups activities or order type sources or any combination of these to raise an exception If you expect an exception to be available but do not see it check with your Administrator to ensure the correct restrictions are applied to it To cancel or redirect an order 1 Inthe Worklist select Exception and then select the appropriate order The Process Exception view appears New Order Worklist Query Reporting Notifications Options Update Cancel Process Exception Order ID 864 Reference Active Tasks Start Received Select ProcessException 2 Select the appropriate process exception and click Update The order is redirected or cancelled depending on the status chosen E You cannot process an exception from an order entry task E If you try to raise a restricted exception against a process that has subprocesses mapped to it you will receive a 419 Process exception error message If this occurs dismiss the message and notify your system administrator of the conditions under which it occurred Managing notificatio
70. workgroups that work different business hours Task assignment If you have assignment privileges for a given task you can assign orders in that task to a specific user Exception processing An exception is a mechanism used to interrupt or stop an order or to re direct it to a task in the process to a different process The choices are defined by the OMS Administrator and identified by the exception statuses Exceptions may be used to cancel an in progress order to add supplemental information to an order and re direct the order to an earlier task in the process or to take other actions defined in the original process Exception statuses are user defined statuses used to alter a process flow from anywhere in the process For instance you may want to cancel an order redirect an order to another task or 6 MetaSolv Software Inc OMS Web Client functionality redirect an order to a task in another process The exceptions can be defined with restrictions that allow only certain specified workgroups activities or order type sources or combinations of these to raise the exception Data audit order history Audit data is captured with each order for all changes to data and is maintained as long as needed in the OMS system You can use this information for operational service level agreement or business analysis purposes The OMS Order History provides a process history for a given order When task state changes occur OMS re
71. you complete the information and change the state to Completed Successful To copy an order 1 Inthe Worklist select Copy Order then select the appropriate order New Order Worklist Query Reporting Notifications Options Copy Order Source Order ID 201 Order Type Source Delay Delay Reference 2 Inthe Order Type Source list on the Copy Order view choose the type source of order 3 Inthe Reference field type a reference number 4 Click Create Web Client User Guide 33 Chapter 3 Managing Orders The order is created and the Order Editor view opens with the information that is copied automatically appearing in the fields New Order Worklist Query Reporting Notifications Optio Preview Process History Change State Status Save Order Editor Order ID 412 Reference J7787 Initiate Order Customer Order N Customer Details Customer Name Smith Service Address 546 Tillson Rd Additional Description Contact Details 2 Contact Name John 5 Do one of the following Enter the appropriate information in the required fields Edit the existing fields Each order displays different fields based on the order type and source 6 Click Save 34 MetaSolv Software Inc Editing orders Editing orders After orders are entered into the system you can start editing them To edit an order you must have specific privileges assigned to y
72. you want to add to the order you click the plus a button which adds a new Service Feature group In this example the customer has ordered two Service Features 3 Way Calling and Caller ID Blocking To remove a Service Feature group you click the associated remove symbol gt Click to add a group y Service Feature List 0 8 A Service Feature a Click here T gt Feature Identifier 3 Way Call xj to remove Group this group Feature Parameter 2 Service Feature gt lt Second Click here ah Feature Identifier EUA Added to remove Group this group Feature Parameter 2 Figure 12 List Fields Read only A field you can see but cannot modify or delete If the field contains more than 30 characters a sign graphic appears that you can click to display the full text in the field The maximum number of characters for a text field is 1000 22 MetaSolv Software Inc Overview Expanding and collapsing nodes The Order Editor also has an expand and collapse feature that lets you view or hide node details as required This feature lets you manage the way in which OMS displays the order information by changing the size of the nodes This feature is controlled through the Expand Collapse button which has two states either the node is expanded When you click the button in this state it collapses the node e y thenode is collapsed When you click the button in this state i

Web Client User Guide

Contents

Download Pdf Manuals

Related Search

Related Contents