This API enables the exchange of warranty and repair claim information between ServiceNow Manufacturing Commercial Operations (MCO) and a Dealer Management System (DMS). Specifically, it allows users to:

• Create and validate warranty claims in the DMS directly from ServiceNow MCO.
• Query the status of submitted claims, including adjudication and approval outcomes, and retrieve those results back into ServiceNow.
• Manage repair claim data across three core MCO tables:
  • Repair Claim Case [sn_repair_claim_mgmt_case]
  • Repair Claim Case Line [sn_repair_claim_mgmt_case_line]
  • Repair Claim Case Line Charge [sn_repair_claim_mgmt_case_line_charge]
• Support STAR XML message formats through configuration‑driven adapters, enabling standards‑based integrations without custom code.

• Basic Auth (username/password)
• Configurable per endpoint for every DMS

This operation:

• Validates the request against the STAR schema.
• Validates that values in XML are valid in MCO.
• Determines whether the repair claim (document ID) already exists.
• Creates a new record if no match is found.
• Updates an existing record if a match is found.
• Returns a processing status and reference identifier.

The request body contains a STAR-conforming ProcessRepairOrder message wrapped in a SOAP envelope. Key logical elements include:

• Application metadata (sender, creation time, destination).
• Process verb indicating the requested action.
• Repair order header information.
• Vehicle details.
• Job, labor, parts, and pricing details.
• Warranty claim information.

<?xml version="1.0" encoding="UTF-8"?>
<soap:Envelope
    xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"
    xmlns:oagis="http://www.openapplications.org/oagis/9"
    xmlns:star="http://www.starstandard.org/STAR/5"
    xmlns:tran="http://www.starstandards.org/webservices/2009/transport"
    xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">

    <soap:Header>
        <!-- Optional header -->
        <tran:payloadManifest>
            <tran:manifest
                contentID="A0"
                element="ProcessRepairOrder"
                namespaceURI="http://www.starstandard.org/STAR/5"
                version="5.13.4.0.0" />
        </tran:payloadManifest>
    </soap:Header>

    <soap:Body>
        <ProcessRepairOrder xmlns="http://www.service-now.com/ProcessRepairOrder">
            <payload>
                <![CDATA[
<star:ProcessRepairOrder
    xmlns:star="http://www.starstandard.org/STAR/5"
    xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
    releaseID="5.13.4.0.0"
    systemEnvironmentCode="Production">

    <!-- APPLICATION AREA -->
    <star:ApplicationArea>
        <star:Sender>
            <star:CreatorNameCode>DealerManagementSystem</star:CreatorNameCode>
            <star:SenderNameCode>DEALER001</star:SenderNameCode>
            <star:URI>https://dealer-system.example.com</star:URI>
            <star:DealerNumberID>98765</star:DealerNumberID>
            <star:StoreNumber>ST-001</star:StoreNumber>
            <star:AreaNumber>REGION-01</star:AreaNumber>
            <star:DealerCountryCode>US</star:DealerCountryCode>
            <star:LanguageCode>en-US</star:LanguageCode>
            <star:SystemVersion>DMS_v6.1.0</star:SystemVersion>
        </star:Sender>

        <star:CreationDateTime>2026-01-09T14:30:45</star:CreationDateTime>
        <star:BODID>a1b2c3d4-e5f6-7890-abcd-ef1234567890</star:BODID>

        <star:Destination>
            <star:DestinationNameCode>OEM_MANUFACTURER</star:DestinationNameCode>
        </star:Destination>
    </star:ApplicationArea>

    <!-- DATA AREA -->
    <star:ProcessRepairOrderDataArea>
        <star:Process>
            <star:ActionCode>ADD</star:ActionCode>
        </star:Process>

        <star:RepairOrder>
            <star:RepairOrderHeader>
                <star:DocumentIdentificationGroup>
                    <star:DocumentIdentification>
                        <star:DocumentID>RO-2026-987654qwert</star:DocumentID>
                    </star:DocumentIdentification>
                </star:DocumentIdentificationGroup>

Example SOAP response (success)

<?xml version="1.0" encoding="UTF-8"?>
<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <ProcessRepairOrderResponse>
      <status>success</status>
      <message>Repair order processed successfully</message>
      <data>{"reference":"RPC0001005"}</data>
    </ProcessRepairOrderResponse>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example SOAP response (validation error)

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <ProcessRepairOrderResponse>
      <status>error</status>
      <message>
        VALIDATION ERRORS
        payload="[{\"field\":\"asset\",\"message\":\"Reference value not found\"}]"
      </message>
    </ProcessRepairOrderResponse>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

SOAP faults are returned when the request can't be parsed or processed at the protocol level, such as when:

• XML is malformed
• Namespace is incorrect
• Required SOAP envelope structure missing
• Authentication failure
• System-level processing error

Example SOAP Fault:

<soap:Fault>
  <faultcode>soap:Client</faultcode>
  <faultstring>Invalid SOAP message</faultstring>
</soap:Fault>

Business validation errors occur after successful SOAP parsing and indicate issues with request data, such as:

• Missing or invalid references
• Duplicate repair orders
• Invalid code values
• Schema or version mismatches

These occur after successful SOAP parsing but during business validation. Errors are returned in the operation response with a status of error and a descriptive message. Possible errors:

• MANDATORY_FIELD_MISSING
• MIN_VALUE MAX_VALUE INVALID_REFERENCE
• UNSUPPORTED_VALIDATION_TYPE
• SOAP_ENVELOPE_EMPTY
• IN_WARRANTY_TRANSFORM_FAILED
• VALIDATION_ERRORS
• INVOKE_PROCESSOR_FAILED
• INVALID_DATE_FORMAT
• INVALID_DATE_VALUE
• INVALID_DATETIME_FORMAT
• XML_TO_JSON_FAILED
• INVALID_DATETIME_VALUE
• PAYLOAD_PARSING_FAILED
• EMPTY_PARSED_PAYLOAD
• INVALID_TRANSLATED_HTML_TYPE
• MAX_LENGTH_EXCEEDED
• MAIN_PART_MISSING
• MULTIPLE_MAIN_PARTS

Sample error code:

<ProcessRepairOrderResponse> 
<status>error</status> 
<message>VALIDATION ERRORS | payload="[{\"field\":\"asset\",\"message\":\"Reference value not found\"}]"</message> 
</ProcessRepairOrderResponse> 
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>

The integration is triggered by a ServiceNow Business Rule on the Repair Claim Case table (sn_repair_claim_mgmt_case) when:

• The claim source is DMS
• The claim state is one of the following:
  • Approved
  • Partially Approved
  • Rejected
  • Awaiting Information

When these conditions are met, ServiceNow generates and sends a STAR ProcessServiceProcessingAdvisory message to the DMS. The outbound STAR message communicates claim adjudication outcomes, not claim submission data. The message includes:

• The repair order or claim reference
• Overall claim status
• Total payable or approved amounts
• Approved amounts at the individual job or operation level

Outbound sample payload:

<ns:ProcessServiceProcessingAdvisory
    xmlns:ns="http://www.starstandard.org/STAR/5"
    xmlns:ns1="http://www.openapplications.org/oagis/9"
    languageCode="en-US"
    releaseID="1.0"
    systemEnvironmentCode="Production"
    versionID="1.0">
    <ns:ApplicationArea>
        <ns:Sender>
            <ns:CreatorNameCode>Beta Consulting Group Orlando</ns:CreatorNameCode>
            <ns:SenderNameCode>DLR0001001</ns:SenderNameCode>
        </ns:Sender>
        <ns:CreationDateTime>2026-02-26T11:54:25</ns:CreationDateTime>
        <ns:Destination />
    </ns:ApplicationArea>
    <ns:ProcessServiceProcessingAdvisoryDataArea>
        <ns:Process />
        <ns:ServiceProcessingAdvisory>
            <ns:ServiceProcessingAdvisoryHeader>
                <ns:DocumentIdentificationGroup>
                    <ns:DocumentIdentification>
                        <ns:DocumentID>RO-2026-987654qwe1111</ns:DocumentID>
                    </ns:DocumentIdentification>
                </ns:DocumentIdentificationGroup>
                <ns:Payments>
                    <ns:RepairOrderReconciliation>
                        <ns:WarrantyClaimReconciliation>
                            <ns:ToBePaidAmount currencyID="INR">342744.29</ns:ToBePaidAmount>
                            <ns:ClaimStatusCode>Pending review</ns:ClaimStatusCode>
                            <ns:WarrantyNotes />
                            <ns:DispositionReason>
                                <ns:DispositionReasonCode />
                            </ns:DispositionReason>
                        </ns:WarrantyClaimReconciliation>
                        <ns:JobReconciliation>
                            <ns:ApprovedAmount currencyID="INR">342744.29</ns:ApprovedAmount>
                            <ns:ClaimStatusCode>Pending review</ns:ClaimStatusCode>
                            <ns:OperationID>DIAG-ENG-01A1A1</ns:OperationID>
                        </ns:JobReconciliation>
                        <ns:JobReconciliation>
                            <ns:ApprovedAmount currencyID="INR">0.00</ns:ApprovedAmount>
                            <ns:ClaimStatusCode>Pending review</ns:ClaimStatusCode>
                            <ns:OperationID>DIAG-ENG-011</ns:OperationID>
                        </ns:JobReconciliation>
                    </ns:RepairOrderReconciliation>
                </ns:Payments>
            </ns:ServiceProcessingAdvisoryHeader>
        </ns:ServiceProcessingAdvisory>
    </ns:ProcessServiceProcessingAdvisoryDataArea>
</ns:ProcessServiceProcessingAdvisory>

• STAR XML Specifications
• SOAP 1.1 Specification
• WSDL 1.1 Specification