Hi All,
In our implementation of ServiceOrderManagement, we need to handle exceptions. It was not clear on what is the recommended mechanism to handle exceptions. Our exceptions are triggered when the orchestration did not /failed to run a step and they requires "an external touch": manual handling or external Process. Exceptions could be of:
- Missing information
- Failed to run a task (ie. activation failure)
- Manual process ("not yet" automated process we want a user to manually run)
- ...
1) To my knowledge, there is no "generic" API to carry exceptions (like a generic API to carry exceptions for ServiceOrder, ProductOrder, ResourceOrder...)
2) We also looked into the ServiceOrderInformationRequired Event. InformationRequired seems to only cover a subset of exceptions
3) We are planning to introduce something like ServiceOrderExceptionEvent which:
- leverage the event entity
- event will be the ServiceOrder
- in the event, we'll add additional details to provide more context about the exception:
- attributes like: exception, message, serviceOrderItem (similar to jeopardyAlert)
- attributes that specify what could be specify the reason of the failure (like a related service/resource blocking the activation)
- attributes to tell agent what are the available treatments for this specific exception. For example:
- Retry (agent fixed what cause the error, and is telling us that we can retry the step that failed)
- Resume (agent decided to manually activate and is telling us that we can move to the next step)
- Stop (agent decided to manually handle the entire ServiceDelivery manually, and is telling us that consider the service delivered and go to the end of the process)
- ...
- The event could look like:
- event:
- eventType: serviceOrderException
- exceptionDetails:
- name
- serviceOrderItem
- serviceRelationship
- availableTreatments
- ...
- event:
- serviceOrder object
Question is: How did you manage exceptions in your implementation? Is the forum planning to introduce an exceptionManagement API? Are we taking the right approach? ...
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Stephane AH-KO
CGI Info Systems Management Consulting Inc.
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