Support & Operations

An Introduction: Support & Operations

• Using tools within the Fluent OMS
• Using Postman for running custom queries
• Identifying a 'stuck' Order
• Re-triggering a 'stuck' order

Tools:

Fluent OMS Web App

Postman

• GraphQL Queries Postman is great for querying certain data that might not be visible in your Fluent OMS or for running custom queries using GraphQL.
• GraphQL Mutations If there's any data that needs to be corrected, GraphQL mutations can be run via Postman.  For example:
  • to change the status of an order
  • to create a new setting.
• Event Search In Fluent OMS, an event is logged for every action (including exceptions), and Postman can be used to search these events. There are a number of filters that can be applied to this search to narrow down the results. Sample End point:  https://<ACCOUNT_ID>.sandbox.api.fluentretail.com/api/v4.1/event?category=ruleSet&context.rootEntityType=ORDER&context.rootEntityId=600. Sample Response: 

1{            
2"id": "28056d93-45cd-11ed-98f1-55a8029ca51b",
3"name": "FulfilmentAssigned",            
4"type": "ORCHESTRATION_AUDIT",    
5"accountId": "<ACCOUNT_ID>",            
6"retailerId": "1",            
7"category": "ruleSet",            
8"context": {                
9"sourceEvents": [                    
10         "27c44644-45cd-11ed-b14f-29b02f225887"
11],                
12"entityType": "ORDER",                
13"entityId": "600",                
14"entityRef": "CC_643",

• Visualisation templates: If there's any data that needs to be corrected, GraphQL mutations can be run via Postman.  For example: 

• Scripting: Postman allows scripting or storing of data in the environment and we use an environment variable. You can also script tests where you have pre-conditions, post-conditions, etc.
• And more... Postman is a very powerful tool. And we highly recommend that you familiarise yourself with it and make use of it. There are also other tools such as Insomnia and GraphiQL, but, we have found Postman to be the best one so far.

Common issues

How to identify what's going-on in an order

How to identify what's going on in a Wave

How to identify 'Stuck' orders.

How to re-trigger stuck orders

Activities:

An introduction: Activities

• Plugin Management
• Workflow Versioning 
• Audit Events

Plugins

• Uploading of plugins
• Activating the plugins
• Viewing the active/inactive version of plugins
  • Checking which version of the plugin is active
  • Rolling back/forward between the previous and new versions
• Retrieving all the rules that are currently available in an account
• Managing custom rules on custom plugins (that may be in use)

• [GET] / Finds list of Rules Returns the the list of all rules that are active in an ACCOUNT.
  • Authentication: Required
  • Permissions: PLUGIN_VIEW permission required for the ACCOUNT context.
  • Responses: Response Content Type- application/json
• [GET] / {bundleName}/status. Returns the upload/installation status and other metadata of the bundle. Only bundles that belong to the logged in account can be viewed..
  • Authentication: Required
  • Permissions: PLUGIN_VIEW permission required for the ACCOUNT context.
  • Responses: Response Content Type- application/json

Workflow versions

• A major version represents a major change in the flow such as an addition of a new state transition and new business logic.
• A minor change involves changing parameters such as changing the email template for customer notifications or updating the expiry time of articles.

• Submit a new version of the workflow
• Check what different workflow versions exist
• Get an extract of all the workflows that are currently available
• Go back and retrieve a particular workflow version

Audit events

Orchestration Audit Events

• Event API (using Postman)
• Event Search (Insights in Fluent OMS)
• Activity tab (for each order)

• Snapshot — This event prints out a snapshot of the orchestrated entity at the time the event is triggered inside of the Workflow Engine.
  • Why is it useful? 
    • It's useful for seeing the state of the entity before the process is executed.
• Ruleset — For each and every ruleset executed within a process, a Ruleset Audit event is created. 
  • Why is it useful? 
    • It's useful for tracing the workflow path taken by the entity during that event or process.
• Rule —  For each and every rule executed within a ruleset, a Rule Audit event is created
  • Why is it useful?  
    • It's useful for tracing all rules executed in sequence within a process, and what the last rule executed was in the case of an exception or interruption in processing. 
    • It can also be used to capture an audit of each entity's status change or webhook sent by filtering to those rules.
• Action — For each and every Action produced from a Rule, an Action Audit event is created. 
  • Why is it useful? 
    •  It's useful for validating if an expected Action was produced during processing.
• Exception — An Exception Audit event is written whenever an exception is thrown from a Rule, back into the Workflow Engine. 
  • Why is this useful?
    • It's useful for debugging 'what exception has occurred' and 'why'. More importantly, it will log the stack trace of the exception.  — therefore it's important for Rule writers to make sure the real source exception is thrown or included as the cause in the exception being thrown from the Rule.

Next up, Audit Event Structure

1{
2      “id”: “a3f154c0-3e19-11ed-a11c-198b938d27af”,
3      “name”: “Change State”,
4      “type”: “ORCHESTRATION_AUDIT”,
5      “accountId”: “FCTRAINAU1000",
6      “retailerId”: “1",
7      “category”: “ACTION”,
8      “context”: {
9        “sourceEvents”: [
10          “a37c24c0-3e19-11ed-b70a-0f9894474e93”
11        ],
12        “entityType”: “FULFILMENT_OPTIONS”,
13        “entityId”: “5c40405c-d647-4b11-825f-7d53aacc7983”,
14        “entityRef”: “FO_6081”,
15        “rootEntityType”: “FULFILMENT_OPTIONS”,
16        “rootEntityId”: “5c40405c-d647-4b11-825f-7d53aacc7983”,
17        “rootEntityRef”: “FO_6081”
18      },
19      “eventStatus”: “SUCCESS”,
20      “attributes”: [
21        {
22          “name”: “toStatus”,
23          “value”: “OPTIONS_PROVIDED”,
24          “type”: “STRING”
25        },
26        {
27          “name”: “startTimer”,
28          “value”: 1664251536270,
29          “type”: “STRING”
30        },
31        {
32          “name”: “stopTimer”,
33          “value”: 1664251536366,
34          “type”: “STRING”
35        }
36      ],
37      “source”: “94862882.CREATE”,
38      “generatedBy”: “Rubix User”,
39      “generatedOn”: “2022-09-27T04:05:36.366+0000"
40    }

Viewing Audit Events

Support:

Support process: An introduction

Raising a ticket