Key inflight order change and cancellation request fields
Learn how the ServiceNow AI Platform uses key fields in the Customer Order and Order Line Item forms to track your order changes and cancellation requests. You can see how these fields operate and what information they show you when you revise or request a cancellation of an order, or order line items.
Point of no return (PONR)
Learn what happens with the PONR option:
- If you select the PONR option, it indicates that you can't revise or request a cancellation for the order or order line item while fulfillment is in progress. If any of the line items on an order reaches PONR, you can't revise the other line items on the same order.
- If the check box is cleared, you can still revise or request a cancellation for the order or order line item.
By using the SET PONR action in Workflow Studio, your administrator can manually configure the PONR state in the fulfillment workflow. For example, in the demo data for the SD-WAN Edge product specification workflow, the PONR action is available after the Initiate CPE delivery task.
Version
A customer or service order can go through multiple revisions during its fulfillment cycle. The Version field tracks the number of times that you revised or requested a cancellation of the order or order line item during the fulfillment process. A new order without any revisions has a version of 1 and automatically increments for each inflight revision.
Revision Operation
- None
- No update or cancellation is taking place for the order or order line item. This setting is the default for new orders and is applicable for orders without any Inflight revisions.
- Update
- A Contact, Characteristic, Quantity, or Price inflight revision has been submitted for the order or order line item.
- Cancel
- An order or order line item is canceled, or in the process of being canceled.
Change Type
When you submit an inflight order revision, the ServiceNow AI Platform automatically assigns a change type for the tracking of the order changes that are submitted by users. Characteristic, Contact, or Price types are standard in the ServiceNow AI Platform.
| Type of change made | Assigned change type |
|---|---|
| Changes any of the order characteristics. | Characteristic |
| Adds, changes, or deletes the order contact information. | Contact |
| Changes any price field. | Price |
| Changes made to the order line item quantity for a product or service order. To learn more, see Order quantity support in Order Management. |
Quantity |
| Changes made to the order line item quantity for a product or service order due to the change in characteristic value. To learn more, see Order quantity support in Order Management. |
Quantity mapping characteristics |
| Changes made to the related order line items and related product inventory for a product or service order. | Related items |
| Column | Description |
|---|---|
| Order Line item | Identifier for the changed order line item. |
| Order Line version | Latest change version for the order line item. It tracks the number of times that you revised or requested a cancellation of the order line item during the fulfillment process. |
| Change Type | Type of change performed on the order line item.
|
| Updated by | Name of the person who updated the order line item. |
| Updated | Date and timestamp for the order line item change. |
State when initiating and approving inflight order revisions
When you initiate, and then approve, inflight order revisions, the affected order, order line items, domain orders, and order tasks go through different states.
- The customer or service order moves from an In Progress to a Revision in Progress state.
- The associated order line items move from an In Progress state to a Revision in Progress state.
- The associated product, service, and resource domain orders move from their current states to an On Hold state.
- The associated order tasks move to an On Hold state.
To approve an inflight revision, an order fulfillment or service order manager clicks Approve in the Customer Order form. The following actions take place:
- The updated order and order line item information triggers the decomposition process as follows:
- The decomposition process may create additional domain product, service, and resource orders to incorporate the characteristic changes that were submitted as part of an inflight order change.
- It may also cancel existing domain orders that are not relevant to the requested change. For example, if a customer upgrades their purchased internet service to a higher speed, it would create a domain order for a modem that supports the higher speed service. It then would cancel the existing domain order for the modem that only supported lower speeds.
- The customer or service order moves from a Revision in Progress state to an Acknowledged state. When the order decomposition is complete, it then moves back to an In Process state.
- The associated order line items move from a Revision in Progress state to an Acknowledged state. When the order line item decomposition is complete, they then move back to an In Process state.
- The associated product, service, and resource domain orders change from an On Hold state to a Scheduled state. The associated subflows change the state again during fulfillment processing.
New domain orders may also be created, based on the revisions that were submitted by the customers. They remain in either the Draft or the In Progress states, depending on the configuration of the fulfillment flow for the parent domain order.
- The ServiceNow AI Platform refreshes the fulfillment flows for all the decomposed orders. The ServiceNow AI Platform also reassesses all order tasks, depending on the sequencing of the tasks in the corresponding fulfillment workflow. The associated order tasks then move to one of the states that are listed in
the following table:
Tabelle : 3. Assigned order task states State Description Scheduled An order task moves to this state and remains there until processed, as per the fulfillment workflow. In Progress If an order task was in an In Progress state at the time you initiated the inflight order revision, it remains in this state. If the task requires a re-execution to perform a redo or undo action, it can also move from a Closed state to an In Process state. Closed Complete If an order task was in a Closed Complete state at the time you initiated the inflight order revision, it stays in this state. It stays in this state as long as the task isn't in an inflight configuration due to other changes that were submitted as part of an inflight order revision. - After the order decomposition is complete and the fulfillment flow restarts, order fulfillment agents can go ahead and work on the associated order tasks to complete fulfillment.
State when initiating and approving order cancellation requests
When you initiate and approve an order cancellation request, the affected order, order line items, domain orders, and order tasks go through different states during processing.
- The order moves to an Assessing Cancellation state.
- The associated order line items move to an Assessing Cancellation state.
- The associated product, service, and resource domain orders move from their current states to an On Hold state.
- The associated order tasks move to an On Hold state.
To approve an inflight revision or cancellation request, an order fulfillment or service order manager clicks Approve in the Customer Order form. The following actions take place:
- The decomposition process is triggered with the updated order and order line item information.
- The order moves from an Assessing Cancellation state to a Cancellation in Progress state.
- The associated order line items move to a Cancellation in Progress state.
- The associated domain product, service, and resource domain orders move from their current state to an On Hold state.
- The associated order tasks move to an On Hold state.