Service Order Management — Part 5: Error Handling

Error in the process

In the previous articles from the Service Order Management Series, we looked at the following steps in the activation of a new service order:

At this point, our subscriber’s services are up and running, but in order to protect business processes and minimize potential disruption to the subscriber’s experience, there must be a mechanism to handle errors. There is potential for a lot of errors throughout the order management cycle, for example:

  • The simple but hugely disruptive failure to connect to a third party system
  • A resource is already in use
  • Systems timing out when connecting to a third party system due to lack of response

error--handling

Error Handling

Whatever the reason, the error handling sub-process needs to be able to deal with the error effectively. Some of the ways to achieve this are:

  • Retrying the request, sometimes after an interval wait
  • Remedial actions if the validation step fails, e.g. the SNR levels are outside of expected thresholds
  • Manual intervention, for example:
    • Swapping the device
    • Changing the details of the requests, e.g. a phone number
    • Fixing a network connection and retry
  • Failing the request if an issue cannot be resolved, e.g. a subscriber address does not exist

Error handling may involve integration of many components throughout the order management cycle, including:

  • Inventory Database
  • Address Database
  • Product Catalog
  • Customer Resource Management (CRM) Platform
  • Service Assurance Platform
  • Captive Portals
  • Order Management/Activation Server

In the final article of the Incognito Order Management Series, we’ll look at how automation is a key component in the end-to-end order management process.

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