Components installed with Order Operations Case Management

  • Release version: Xanadu
  • Updated August 20, 2024
  • 6 minutes to read
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    Summary of Components installed with Order Operations Case Management

    The Order Operations Case Management application in ServiceNow introduces key components including new tables, roles, service definitions, special handling configurations, archive rules, and workflows. These components collectively enable efficient management of order-related cases by capturing order and order line data, assigning appropriate access, handling critical cases, and archiving records systematically.

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    Tables

    The application adds specific tables to manage order cases and their line items:

    • Order Case [snordercase]: Stores order case records extending the base Case table, using the prefix ORDCS.
    • Order Case Line [snordercaseline]: Holds line item details for order cases, extending the Case Line table, with the prefix ORDCSL.

    It also leverages existing tables from the Case lines and workflows application to manage line items, characteristics, and related tasks, facilitating detailed tracking of order case elements.

    Roles

    Several roles control access and permissions related to order cases and their components:

    • Order case agent: Create, read, update order cases and related line items; read access to orders.
    • Order case agent manager: Similar to agent but with override capabilities.
    • Order case viewer: Read-only access to order cases and line items.
    • Order case creator: Permission to create order cases and line items.
    • Order case writer: Write access plus delete permissions (limited to admins after submission).
    • Order case report viewer: Access to view order case reports.
    • Additional roles provide access to navigation menus, case line characteristics, and case task agents with read access when assigned to related tasks.

    Service Definitions

    The application provides predefined service definitions under the Orders category to standardize case creation for order-related issues:

    • Sales Order Change Request: For requesting changes to sales order lines.
    • Sales Order Dispute: For disputing entire orders or specific lines.

    These service definitions must be activated by the system administrator and are selectable by agents when creating cases.

    Special Handling Notes Configuration

    A configuration exists to flag priority P1 - Critical order cases with special handling notes, alerting agents to urgent issues requiring immediate follow-up. This configuration includes key related fields such as Account, Contact, Product, and Assigned to.

    Archive Rules

    To manage data lifecycle, archive rules automatically archive order cases and related records that have been closed for over two years. Cases archived beyond five years are deleted along with associated tasks, line items, and characteristics, ensuring data hygiene and compliance.

    Order Case Workflows

    The application includes subflows that map customer orders to order cases, automating data transfer when creating cases from orders:

    • For multiple orders, the scope is set to Multiple orders, copying data from order headers to order case line items.
    • For selected order line items, the scope is Specific line items, Single order, copying both order lines and their characteristics to case line items.

    These subflows streamline case creation and ensure accurate data replication between orders and cases.

    Practical Benefits for ServiceNow Customers

    • Enables comprehensive tracking and management of order-related cases and line items within the ServiceNow platform.
    • Offers fine-grained access control via roles tailored to different user responsibilities.
    • Standardizes service offerings for order changes and disputes, improving case handling consistency.
    • Supports urgent issue prioritization with special handling notes to accelerate resolution.
    • Automates data mapping and lifecycle management, reducing manual effort and maintaining data integrity.

    Several types of components are installed with the Order Operations Case Management application, including tables, roles, and service definitions.

    Tables

    The Order Operations Case Management application adds the following tables.

    Table 1. Order Operations Case Management tables
    Table Description
    Order Case

    [sn_order_case]

    		 Stores order case records. This table extends the Case [sn_customerservice_case] table.

    Records in the Order Case table use the prefix ORDCS.
    Order Case Line

    [sn_order_case_line]

    		 Stores the case line items created for order cases. This table extends the Case Line [sn_case_line] table.

    Requesters and fulfillers can use this table to capture the orders and order lines as line items on an order case for which they want to request order changes, resolve disputes, or make inquiries.

    Records in the Order Case Line table use the prefix ORDCSL.

    The Order Operations Case Management application also uses the following tables from the Case lines and workflows application.

    Table 2. Case lines and workflows tables
    Table Description
    Case Line

    [sn_case_line]

    		 The Case Line table stores case line item records. This table extends the Task table.

    The prefix for case line records is CSL.
    Case Line Characteristic

    [sn_case_line_characteristic]

    		 The Case Line Characteristic form displays details about a case line item on a case record.

    The prefix for case line characteristic records is CSLC.
    Case Line Task

    [sn_case_line_task]

    		 The Case Line Task table stores the tasks related to case line items. This table extends the Case Task table.

    The prefix for case line task records is CSLTASK.

    Roles

    The Order Operations Case Management application includes roles that provide access to order cases and order case line items. It also updates some existing roles to provide this same access.

    Table 3. Order Operations Case Management roles
    Role Description Includes roles
    Order case agent

    [sn_order_case.agent]

    		 Provides create, read, and update access to:
    • Order cases
    • Order case line items
    • Case line characteristics
    • Order case tasks
    • Order case line tasks
    Provides read access to:
    • Orders
    • Order line items
    • Order line characteristics
    • sn_customerservice_agent
    • sn_order_case.creator
    • sn_order_case.writer
    • sn_order.navigation_menu
    • sn_order_case.delete
    Order case agent manager

    [sn_order_case.agent_manager]

    		 Provides create, read, and update access to:
    • Order cases
    • Order case line items
    • Case line characteristics
    • Order case tasks
    • Order case line tasks

    This role can also override agent actions.
    • sn_customerservice_manager
    • sn_order_case.agent
    • sn_order_case.report_viewer
    Order case viewer

    [sn_order_case.viewer]

    		 Provides read access to the following records:
    • Order cases
    • Order case line item s
    • Case line characteristics
    		 sn_case_line.characteristic_viewer
    Order case creator

    [sn_order_case.creator]

    		 Provides create access to the following records:
    • Order cases
    • Order case line items
    • Case line characteristics
    • sn_order_case.viewer
    • sn_case_line.characteristic_creator
    Order case writer

    [sn_order_case.writer]

    		 Provides write access to the following records:
    • Order cases
    • Order case line items
    • Case line characteristics
    • sn_order_case.viewer
    • sn_case_line.characteristic_writer
    sn_order_case.delete Provides delete access to order cases and case line items.
    Note:
    Once a case has been submitted, only users with the admin role can delete an order case or case line items.
    • sn_order_case.viewer
    • sn_case_line.characteristic_delete
    Order case report viewer

    [sn_order_case.report_viewer]

    		 Report viewer role for the Order Case and Order Case Line tables. This role can view reports for order cases.
    sn_order_case.navigation_menu Provides access to Order case navigation menus.
    sn_caseline_characteristic.viewer Provides read access to case line characteristic records if the user has access to the case line items.
    sn_caseline_characteristic.creator Provides create access to case line characteristic records if the user has access to the case line items. sn_caseline_characteristic.viewer
    sn_caseline_characteristic.writer Provides update access to case line characteristic records if the user has access to the case line items. sn_caseline_characteristic.viewer
    sn_caseline_characteristic.delete Provides delete access to case line characteristic records if the user has access to the case line items. sn_caseline_characteristic.viewer
    sn_caseline_characteristic.report_viewer Report viewer role for the Case Line Characteristic table.
    Case task agent

    [sn_customerservice.case_task_agent]

    		 This role provides access to case tasks and related case information.
    For the Order Operations Case Management application, when a case line task is assigned to a case task agent, that agent has read access to the following records:
    • Order case
    • Order case line item
    • Case line characteristic

    When a case line task is assigned to a case task agent, the agent's name and assignment group are added to the Contributor Users and Contributor Groups fields on the Order case record. If the Assigned to field on the case line task record changes, these fields are updated.
    • sn_customerservice.customer_data_viewer
    • sn_customerservice.csm_workspace_user
    • sn_customerservice.case_contributor_editor

    Service definitions and service definition categories

    The Order Operations Case Management application provides the following order case service definitions. These service definitions belong to the Orders service definition category, which stores services for order-related issues. When creating a case, agents can select the desired service definition in the case type selector.
    Note:
    The system administrator needs to activate these service definitions. Navigate to All > Customer Service > Administration > Service Definitions and filter the list to show service definitions from the Order Case [sn_order_case] table.
    For more information about service definitions and categories, see the following topics:
    Table 4. Order case service definitions
    Service definition Description
    Sales Order Change Request Request a change to sales order lines on a single order or multiple sales orders.
    • Type: Post Sales
    • Table: Order Case [sn_order_case]
    • Products: All
    • Service definition category: Orders
    Sales Order Dispute Dispute an entire order or specific order lines on an order.
    • Type: Post Sales
    • Table: Order Case [sn_order_case]
    • Products: All
    • Service Definition Category: Orders

    Special handling notes configuration

    The Order Operations Case Management application includes a configuration for special handling notes on the Order Case table [sn_order_case]. To view this record, navigate to Special Handling Notes > Configuration.

    The configuration for the Order Case table includes the following related fields:
    • Account
    • Contact
    • Product Model
    • Sold Product
    • Install Base
    • Assigned to
    This configuration includes a condition that creates special handling notes for order cases that have a priority of P1 - Critical. It also includes the following information:
    • Short description: Urgent issue reported.
    • Message: This case is set as critical. Follow up immediately.

    For more information, see Special handling notes.

    Order case archive rules

    The Order Operations Case Management application includes archive rules that archive older order cases.

    Table 5. Order Operations Case Management archive rules
    Archive rule Description
    Archive Order Case This rule archives order case records that have been closed for more than 2 years. Archiving these order case records also archives the following records:
    • Order case tasks
    • Order case lines
    • Case line characteristics
    • Order case line tasks
    Archive Order Case Line This rule archives order case line records that have been closed for more than 2 years. Archiving these order case records also archives the following records:
    • Case line characteristics
    • Order case line tasks
    Order case records that have been archived for more than 5 years are deleted. Deleting these records also deletes the following records:
    • Order case tasks
    • Order case line items
    • Case line characteristics
    • Order case line tasks

    Order case workflows

    The Order Operations Case Management application includes subflows that provide the mapping between a customer order and an order case. These subflows are used when an agent creates an order case from a customer order.

    These subflows create the data mapping between two different entities: 1) the customer order and 2) the order case. For example, when mapping a customer order to order case line items, the entities share some fields such as Account, Contact, and Contract. The data mapping copies these field values from the customer order to the order case line items on the order case.
    • If an order case is created by selecting Create case from a customer order:
      • The Scope of request is set to Multiple orders.
      • The mapping copies the data from the selected order headers to create order case line items.
    • If an order case is created by selecting Create case from the Order Line Items list on a customer order.
      • The Scope of request is set to Specific line items, Single order.
      • The mapping copies the data from selected order lines to create case line items as well as copies the order line characteristics to case line item characteristics.
    Subflows:
    • Primitives - Order to order case for multiple request
      • Inputs: Order IDs, Order Case ID
      • Action: Create Case Line Item - Multiple Request

        Creates an order case line item on the order case based on the customer order.

    • Primitives - Order to order case for single request
      • Inputs: Order ID, Order Case ID, Selected IDs
      • Action: Create Case Line Item - Single Request

        Creates order case line items based on the selected order line items from the customer order.

    To view these subflows, navigate to All > Process Automation > Workflow Studio and select Subflows on the Workflow Studio homepage.