At a glance
Orchestrates orders end to end, from commercial order to network provisioning.
Key data
Receives from
- Order capture
Sends to
- Provisioning adapters
- Resource management
- Billing
- Notifications
Order Management Pipeline — COM to Adapters
How Customer Order Management orchestrates through Service Order Management to downstream provisioning adapters
Core Capabilities
Detailed responsibilities across COM, SOM, Order Rate Controller and Order Dashboard
Customer Order Management (COM)
- Receives submitted orders from Order Capture
- Decomposes commercial order into fulfilment tasks per product line
- Orchestrates fulfilment workflow using a process engine
- Manages task state: Create Execution Plan → Execute Service Order → Billing
- Triggers contract generation, signing and activation tasks
- Handles asynchronous SOM callbacks and updates order state
Service Order Management (SOM)
- Executes service-level fulfilment tasks assigned by COM
- Orchestrates provisioning into network and external systems
- Manages Camunda workflow tasks per service type (Mobile Line, Partner Service, etc.)
- Handles provisioning failures with incident creation and recovery
- Sends completion events back to COM on task success or failure
- Supports over-the-air activation, eSIM (SM-DP+), communications, device registry (EIR) and partner provisioning adapters
Product Inventory Update
- Updates Product Inventory with purchased product instances
- Sets product status: In Progress → Active / Cancelled
- Records subscription IDs, plan details, device and SIM references
- Maintains commercial state of all subscriber-owned products
Notification & SMS
- Triggers service activation SMS to subscriber on successful fulfilment
- Sends cancellation SMS on order failure or subscriber-initiated cancel
- Routes notification events via customer notification topic
- Template resolved by Template Management service
Change & Cancel
- Processes plan change, add-on, SIM exchange and device upgrade orders
- Handles contract-related tasks on line change
- Executes service cancellation and port-out workflows
- Supports missed-billing handling for late-arriving events
Status Propagation
- Propagates order status changes to Order Capture via callbacks
- Publishes fulfilment events to async event bus for downstream consumers
- Supports order status query API for channel and care portal polling
- Records fulfilment timeline for audit and reporting
Order Rate Controller
- Controls the rate at which orders are submitted from Order Capture to the orchestration layer
- Prevents the orchestration layer from being overwhelmed during bulk or campaign submissions
- Priority queue: time-critical orders processed ahead of standard batch orders
- Configurable throughput limits per order type and time window
- Queue state document tracks all queued and in-flight orders
- Operations teams can monitor and manually release queued orders
Order Dashboard
- Real-time operational dashboard for monitoring order fulfilment progress
- Displays in-flight orders by type, status and pipeline stage
- Error and incident view: stuck orders, provisioning failures, timeout alerts
- Manual re-trigger and recovery actions for failed or stalled orders
- Order throughput metrics: orders per hour, average fulfilment duration
- Separate UI frontend and backend API service components
Provisioning Adapters — SOM Downstream
Services that SOM calls to provision subscriber services into network systems and partner platforms
Primary interface for network service activation, modification and deactivation. Handles RFS query requests from SOM.
Activation Over The Air — orchestrates device and SIM provisioning toward network elements. Handles post-shipment activation tasks.
eSIM profile download and confirmation via SM-DP+ server. Handles eSIM download order, confirmation and ICCID assignment.
Unified Communication services — handles RCS activation and line-level provisioning for communication features.
Charging and policy system provisioning — manages subscriber charging profile activation and balance initialisation.
Entitlement Server integration — manages device entitlements, partner service activation and entitlement lifecycle per subscriber.
Provisioning gateway for all partner and third-party service integrations — warranty, streaming, security, Wi-Fi and other value-added services.
Logistics integration — triggers device shipment requests, receives delivery confirmation, updates order fulfilment status.
Physical inventory management — allocates device stock, confirms IMEI assignment and coordinates physical fulfilment.
Storage & Persistence
How and where OrderManagement stores its data
Document Data Store
- Customer order documents with task decomposition
- Service order documents per provisioning task
- Task state documents: execution plan, service order, billing
- Line order documents with product and service details
- Cancellation and modification records
Async Event Bus
- COM-to-SOM task dispatch events
- SOM-to-COM completion callbacks
- Billing trigger events on fulfilment
- Customer notification events (activation SMS)
- Order status propagation to Order Capture
Document Data Store
- Monthly Voice, SMS, Data usage summary documents
- Missed-billing overflow documents
- Threshold monitoring state documents
Design Principles
Key architectural decisions behind Order Management (COM/SOM)
COM/SOM Separation of Concerns
COM owns commercial orchestration — what products to fulfil and in what order. SOM owns service execution — how each product is provisioned. This separation allows each layer to evolve independently and supports parallel provisioning of multiple products in a single order.
Process-engine-driven Workflows
SOM uses a configurable process engine (Camunda) to define provisioning workflows per service type. Adding a new service type or modifying a provisioning step only requires a workflow configuration change, not a code release.
Event-driven Status Propagation
All status changes in COM/SOM are published to the async event bus. Order Capture, billing, inventory and notification services subscribe independently — no tight coupling between fulfilment progress and subscriber-facing updates.
Score in-flight orders for failure risk and route them for early action.
Group failed orders by pattern and link them to recent changes.
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