Fallout management

[Gargichatterjee]

Is there any extensive documentation available for fallout management in the Order Management? We want to implement fallout for our flow. We have logics to be executed during fallout. 

One more question would be what all actions we can take when a fallout is created. Can we retry/rollback/continue the order based on the available resolution?

Below is the screenshot for reference.

[Gargichatterjee]

P.S. Need to use Vancouver version.

[ShashankInamdar]

Hi @Gargichatterjee , I assume you have already seen this documentation, but if not here it is --> https://docs.servicenow.com/bundle/vancouver-order-management/page/product/tmt-order-mgt/concept/fal...

Consider a Fallout as a record of an undesirable/unfavourable response that requires remediation actions - either manual or automated or a mix of both.
Once a fallout of a certain type is created, you can invoke a separate Subflow/Flow with your logic to remediate it. Order Management does not prescribe to one or the other and has provided the framework to build it.
If the fallout is a result of a external API call, please be advised that the platform has OOTB capabilities to retry via Retry policies based on type of error. 
https://docs.servicenow.com/bundle/vancouver-build-workflows/page/administer/flow-designer/concept/r...

In a typical implementation, after the retry policy is exhausted only then one would create a Fallout.
Thus, a combination of platform capabilities for handling failed API requests with Fallout records allows for an implementation to build remediation logic based on the requirements.

[Gargichatterjee]

Hi @ShashankInamdar ,

Yes, I understand the technical retries, but what I was asking that if there is some kind of functional fallout happens and at the southbound system they rectified that and asked to retry(this retry will happen after the fallout ticket is created) again on closure of the ticket. Then will we be able to do that?

[ShashankInamdar]

Yes, this is possible using Subflow logic.

As an example, the logic may look like -->

Create Fallout

Create Order Task //say to swivel chair and create ticket with vendor

Close Order Task //after ticket is closed

Set 'retry_count' = 1 //using flow variables and Subflow logic

Do the following until - either retry count = 3 Or API response = success //using Subflow logic actions
Call API to southbound //as part of retry

If response successful, Close Fallout

set API response var = success //this exits the Do until loop

If response = failure, increment retry count to 2

Based on your requirements, this can be refined.