Creation of sold product and product inventory records

  • Release version: Australia
  • Updated June 9, 2026
  • 2 minutes to read
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    Summary of Creation of sold product and product inventory records

    The Order Management application in ServiceNow enables you to create and maintain accurate records of customer product and service inventories. This ensures your inventory data reflects the current state of products sold and managed through customer orders.

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    Customer Product Data Record Creation

    • Sold Product Records: Created in the Sold Product [sninstallbasesoldproduct] table when an order line is marked as closed complete.
    • Product Inventory Records: Created in the Product Inventory [snprdinvtproductinventory] table after an order is decomposed, completed, and fulfilled, but only for products with specifications.
    • The creation of either sold product or product inventory records depends on the configuration of the snindtmtorm.enableprodinvtforordermanagement system property.
    • The Product Inventory table extends the Sold Product table and only items in Product Inventory are eligible for change, disconnect, suspend, or resume orders.

    Order Workflow

    • After order approval by the fulfillment or service order manager, a product inventory record is created with placeholders for specifications generated post-decomposition.
    • Associated models start in an Installation Pending state.
    • Once product, service, and resource orders close during fulfillment, the associated specifications update to an Active state.
    • Closing the customer order updates all specification characteristics accordingly.

    Change Order Workflow

    • Upon approval of a change order, changed or removed specifications move to a Change Pending state, and associated models update to reflect the latest changes.
    • After fulfillment order closure, specifications update to Active state.
    • Closing the customer order updates related specification characteristics.
    • If products or services are disconnected, the product inventory record becomes Inactive after order completion.
    • Disconnect orders are allowed on product inventory records in Active or Suspended states.
    • Suspend orders transition product inventory records from Active to Suspended after completion of all tasks.
    • Resume orders restore product inventory records from Suspended back to Active after all associated tasks finish.

    Practical Impact for ServiceNow Customers

    This process ensures a reliable and automated lifecycle management of customer products and services within your inventory. By understanding these workflows and state transitions, you can effectively manage post-fulfillment changes such as suspensions, resumes, disconnections, and updates to product records, maintaining accurate and actionable inventory data.

    Learn how the Order Management application creates and maintains the customer product and service inventory. By using this application, you can maintain an accurate inventory of your customer products and services.

    Customer product data record creation

    Sold product records are created and added to the Sold Product [sn_install_base_sold_product] table after an order line is marked as closed complete. Product inventory records are created and added to the Product Inventory [sn_prd_invt_product_inventory] table after an order is decomposed, completed, and fulfilled. Product inventory records are created for products with specifications. Depending on how your admin has configured the sn_ind_tmt_orm.enable_prod_invt_for_order_management system property, either sold products or product inventory records are created. For more information, see Configure customer product data management.

    The Product Inventory table extends the Sold Product table. Only the items from the product inventory are available for change, disconnect, suspend, or resume type orders.

    Order workflow

    The new order workflow is as follows:
    1. After the fulfillment or service order manager approves the order, the product inventory record is created. This record has placeholders for all the specifications that are generated after decomposition. The associated models have an Installation Pending state.
    2. During the fulfillment process, when the product, service, and resource orders are closed, the state of the associated specification updates to Active in the product inventory record.
    3. When you close the customer order, all the characteristics that are associated with the specifications on the customer order update the record.

    Change order workflow

    The change order workflow is as follows:
    1. After the fulfillment manager or service order approves the order, the state of the changed or removed specifications are updated to Change Pending. The models that are associated with the changed specifications are also updated to reflect the latest model that is generated due to the change.
    2. During the fulfillment process, when the product, service, and resource orders are closed, the state of the associated specification updates to Active.
    3. When you close the customer order, all the characteristics that are associated with the specifications on the customer order update the record.
    4. If the change order included a request to disconnect a product or service, the associated product inventory record moves to an Inactive state after the order is complete.

      You can create orders with action type as disconnect for product inventory records that are in Active or Suspended states.

      For suspend type orders, the end state is Suspended after the suspend workflow is completed. Product inventory state changes from Active to Suspended after all tasks and jobs have finished.

      For resume type orders, the end state is Active after the resume workflow is completed. Product inventory state changes from Suspended back to Active after all tasks and jobs have finished.