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tSM Order Management

1. Module Overview​

Purpose​

The tSM Order Management module in the tSM system enables end-to-end management of customer orders. It supports the entire order lifecycle, from creation and validation to fulfillment and closure, ensuring seamless integration with related systems and processes like service provisioning, billing, and inventory management.

Target Audience​

  • Administrators: Configure workflows, manage order states, and define order templates.
  • Developers: Integrate custom logic and extend functionalities via APIs.
  • End-Users: Submit and manage orders through user-friendly interfaces.

Key Features​

  • Comprehensive Order Lifecycle Management: Supports state transitions, validation, and SLA enforcement.
  • Process Automation: Fully integrated with the tSM Process Engine for workflow automation.
  • Dynamic Forms: Offers customizable forms for creating and managing orders.
  • Catalog Integration: Links product catalog items with orders, including decomposition into Customer-Facing Services (CFS) and Resource-Facing Services (RFS).
  • Real-Time Monitoring: Tracks order progress, dependencies, and exceptions.

2. Core Functionalities​

  1. Order Lifecycle Management
  • Handles order creation, validation, approval, fulfillment, and completion.
  • Manages cancellations, updates, and dependencies dynamically.
  1. Workflow Automation
  • Leverages the tSM Process Engine for automating state transitions and task assignments.
  • Supports human and system tasks within order workflows.
  1. Catalog Decomposition
  • Decomposes orders into specific services and tasks using CFS and RFS.
  • Ensures accurate provisioning and resource allocation.
  1. Dynamic Form Management
  • Order New Form: Captures details like customer, order type, and catalog items.
  • Order Detail Form: Provides detailed views of order status, associated tasks, and history.
  1. Reporting and Insights
  • Tracks order status, performance metrics, and SLA compliance.
  • Generates detailed reports for auditing and analysis.

3. Key Entities​

3.1 Order​

  • Definition: Represents a customer’s request for products or services.
  • Attributes:
    • OrderID: Unique identifier for each order.
    • Customer: Links to customer details.
    • OrderLines: Specific products or services within the order.
    • Priority: Indicates urgency.
    • Status: Tracks the lifecycle stage (e.g., New, In Progress, Completed).
  • Relationships:
    • Linked to Order Type, Order Status, Customer, and Billing Accounts.
  • Lifecycle:
    • Creation: Initiated through user forms or API.
    • Usage: Monitored and updated as it progresses through workflows.
    • Closure: Marked as completed or canceled.

3.2 Order Type​

  • Definition: Classifies the purpose or category of an order.
  • Attributes:
    • Name: Type of order (e.g., Customer Order, Service Order).
    • Workflow: Defines associated processes and rules.
    • SLAs: Time-bound expectations for fulfillment.
  • Relationships:
    • Determines the states and transitions available for an Order.

3.3 Order Status​

  • Definition: Reflects the current stage of an order.
  • Attributes:
    • State: Current position in the lifecycle (e.g., New, Pending Approval).
    • Transitions: Configurable movement between states.
  • Relationships:
    • Directly tied to Order and Order Type workflows.
  • Lifecycle:
    • Starts at New and transitions through predefined states until completion or cancellation.

4. Integration and Extensibility​

APIs​

  • Order Management API:
    • Create Order: Submit a new order.
    • Update Order: Modify existing order details.
    • Get Order Status: Retrieve the current state and history.
  • Catalog APIs:
    • Fetch catalog items and decomposition details (CFS/RFS).

Third-Party Integrations​

  • Integrates with external systems for billing, provisioning, and reporting:
    • Billing Systems: Align orders with invoicing workflows.
    • Service Provisioning Platforms: Automate resource assignment.

Customization​

  • Extendable forms using custom fields and validations.
  • Configurable workflows through the tSM Process Engine.
  • Custom attributes for orders via dynamic data models.

5. Best Practices​

  1. Predefine Catalog Hierarchies: Ensure all product and service configurations are mapped accurately in the catalog.
  2. Leverage Workflow Automation: Use the process engine to reduce manual interventions.
  3. Monitor SLAs: Track SLA compliance to optimize customer satisfaction.
  4. Enable Real-Time Tracking: Use dashboards to monitor order progress and resolve bottlenecks efficiently.

6. Visualizations​

Order Lifecycle Workflow Diagram​

Illustrates order states and transitions:

New → Pending Approval → In Progress → Completed → Archived
        ↘ Cancelled

Entity Relationship Diagram​

Order → [linked to] → Order Type
Order → [linked to] → Order Status
Order → [linked to] → Customer

Screenshots​

  • Order New Form: Displays the fields for customer input and catalog item selection.
  • Order Detail Form: Shows order progress, tasks, and associated entities.

7. Real-Life Use Cases​

Use Case 1: Customer Order Fulfillment​

  • Scenario: A customer places an order for a bundled internet and TV service.
  • Process:
    1. Order is created via the portal and validated against eligibility rules.
    2. Workflow triggers provisioning of internet and TV services via CFS and RFS decomposition.
    3. Upon completion, the order is marked as fulfilled and invoiced.

Use Case 2: Service Change Request​

  • Scenario: A business customer requests an upgrade to their existing internet package.
  • Process:
    1. The upgrade order is initiated and linked to the existing customer account.
    2. The system identifies dependent services and resources.
    3. Workflow schedules provisioning tasks and updates the billing account.