Takes a customer complaint from the first contact to a resolution the customer has been told about, with the order lines and prices checked in place.
Objects are read in place through the released REST resources, and bulk history through BI Cloud Connector extracts. The rows stay in Oracle.
| Object | Read from | Fields the app uses | Freshness |
|---|---|---|---|
| Customer master | Receivables REST: receivablesCustomerAccounts · TCA parties | AccountNumber (id) · PartyName (name) · Country (country) · BusinessUnit (sales org) | live through the API |
| Sales order line | Order Management REST: salesOrdersForOrderHub · lines | OrderNumber (number) · LineNumber (line) · BuyingPartyNumber (customer) · ProductNumber (material) | live through the API |
| Price condition | Pricing REST: priceLists · priceListItems | ItemNumber (material) · Customer (pricing strategy) (customer) · BasePrice (amount) · PricingUOM (unit) | live through the API |
| Return order | Order Management REST: salesOrdersForOrderHub (return lines) · returnOrders | OrderNumber (number) · BuyingPartyNumber (customer) · ProductNumber (material) · OrderedQuantity (qty) | live through the API |
In plain words: A complaint is submitted on S01 by the customer, or logged by customer service from a call or from the service case in the CRM.
This app starts from a screen, so the first read happens when the instance opens; the criteria on the arrows use the fields above.
A complaint is submitted on S01 by the customer, or logged by customer service from a call or from the service case in the CRM. The instance then reads its rows from Oracle Fusion through the handlers above.
Writes use the same released REST resources (POST and PATCH) with the integration user's data-security profile. Each call returns the document identifier or an error message, and the app records both beside the decision.
| Object | What changes | Interface |
|---|---|---|
| Sales order line | credit memo request or replacement order line created as a sales document with the complaint number as reference | POST/PATCH salesOrdersForOrderHub |
| Return order | return order created for pickup of the goods in dispute | POST salesOrdersForOrderHub (return) |
Each write stores the identifier Oracle Fusion returns beside the decision, the person and the time, so the log answers who changed what, and the reconciliation shows it arrived.
Oracle roles and data-security policies are mapped to Lima access policies once. A buyer scoped to a business unit in Oracle sees the same rows in the app.
On Oracle E-Business Suite the same objects live in the tables named beside each row and are read in place through JDBC with a read-only user; writes go through the open interface tables and public APIs, run by a concurrent program.
| Object | On Oracle Fusion | On Oracle E-Business Suite |
|---|---|---|
| Customer master | Receivables REST: receivablesCustomerAccounts · TCA parties | HZ_PARTIES · HZ_CUST_ACCOUNTS (write: RA_CUSTOMERS_INTERFACE_ALL) |
| Sales order line | Order Management REST: salesOrdersForOrderHub · lines | OE_ORDER_HEADERS_ALL · OE_ORDER_LINES_ALL (write: OE_HEADERS_IFACE_ALL · OE_LINES_IFACE_ALL) |
| Price condition | Pricing REST: priceLists · priceListItems | QP_LIST_HEADERS_B · QP_LIST_LINES |
| Return order | Order Management REST: salesOrdersForOrderHub (return lines) · returnOrders | OE_ORDER_LINES_ALL (LINE_CATEGORY_CODE = RETURN) |
The screens read through handlers that leave the rows in Oracle Fusion. History the app needs at scale is landed in the lake by the Backbone, which is the exception by design.
The prerequisites above: an integration identity with read rights on the objects listed and write rights on the interfaces named, connectivity, and the scopes agreed with the process owner.
Yes. The screens, criteria and roles stay; the handlers are re-bound to the other system's objects, listed above.
Bring the process and the systems it touches. In the first session we register the data handlers, draw the levels or the lanes and run the first screen on your live rows.
