Managing In-Flight Order Amendments

In-Flight Order Amendments Use Cases:

The system manages order lifecycles, from basic fulfillment to complex in-flight updates. These scenarios show how the engine automates bundles, manage change before or after Point of No Return (PONR), and process-specific updates in MACD.

• Simple Order Fulfillment:
• Show the end-to-end flow of a "Triple Play" bundle, from a CPQ order through DRO fulfillment to asset creation.
  • Submit Order in CPQ:
  • Add the "Internet 300 MB + Decoder Box" bundle to the cart.
  • Validate the price, and submit the order.
  • Result: The order status is now "In Progress," confirming the handoff to the DRO.
  • View Decomposition in DRO:
  • Switch to the DRO fulfillment view.
  • Result: The system breaks down the single commercial bundle into multiple technical items (Internet, Modem, App, and Decoder Box).
  • Track Fulfillment in DRO:
  • Open the orchestration plan for the order.
  • Result: The first task, "Check Feasibility," is in progress.
  • Confirm Activation in CPQ:
  • After fulfillment is complete, return to CPQ.
  • Result: The order status is now "Active" and the corresponding assets are visible on your account.
  For more information see, Change the Status of a Fulfillment Order.

• Amend an In-Progress Order:

  To show how amending an "In Progress" order in CPQ dynamically adjusts the fulfillment plan in DRO.

  • Amend the Order in CPQ:
  • Start with an "In Progress" order (before any Point of No-Return).
  • Click Amend, then in the new cart, add a Full Calling Plan and cancel the Personal Security offer.
  • Submit the Change:
  • Validate the price, and Submit the supplemental order.
  • Result: The original order's status is now "Superseded."
  • Verify the New Plan in DRO:
  • Switch to the DRO fulfillment view.
  • Result: The system updates the orchestration plan.
  • Point out that: The system adds the new tasks for the Full Calling Plan. Cancels the pending tasks for the Personal Security offer.
  For more information, see Amend In-Flight OrdersConsiderations for Changing In-Flight Orders, and In-Flight Order Change Example.

• Order Changes After Point of No-Return (PONR):

  To show how the system handles an amendment attempt on a locked order by requiring a "Follow-on" order.

  • Attempt to Amend a Locked Order:
  • Start with an "In Progress" order where fulfillment is past its Point of No Return (PONR).
  • Result: Attempting to click "Amend" fails, as the system has correctly locked the order.
  • Create a Follow-On Order:
  • Explain a new and separate "Follow-on" order.
  • Create and submit a new order for the customer's requested change such as adding a new service.
  • Verify the Queued Order in DRO:
  • Switch to the DRO fulfillment view.
  • Result: The new follow-on order has a "Queued" status.
• DRO will hold this order and only begin its fulfillment after the original order is complete and is active.

  For more information, see Rules on how PONR works, and Point of No Return State Propagation.

• Amend an Order with Partial PONR:

  To show selective changes in an order where some items are past their Point of No-Return (PONR) and others aren't.

  • Initiate and Attempt Changes:
  • Start with an "In Progress" order where the internet service is on PONR, but the TV outlet isn't.
  • Click amend and attempt to cancel both items.
  • The system prevents canceling the locked internet service but permits canceling the TV outlet.
  • Save Partial Amendment:
  • Save the supplemental order containing only the valid cancellation (the TV outlet).
  • Verify Selective Fulfillment in DRO:
  • Switch to DRO and show the adjusted plan: Fulfillment of the internet service continues as planned. Pending tasks for the TV outlet are now cancel.

  For more information, see Point of No Return State Propagation.