Order Management release notes
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Summary of Order Management release notes
The ServiceNow® Order Management application facilitates capturing, managing, and fulfilling product and service orders for enterprise customers. The Xanadu release introduces several enhancements to streamline order processing, improve automation, and integrate with related ServiceNow applications for a unified customer and order management experience.
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Key Features
- Sales Agreements Integration: Orders automatically apply sales agreements linked to customer accounts, filtering the product catalog to show only agreement products and prices.
- Jeopardy Management Enhancements: Admins can set planned task due dates that respect business hours during weekdays, improving task scheduling and monitoring.
- Product Specification Management: Admins can batch update product inventory specification versions, ensuring consistency across product offers.
- Order Customization by Location: Order agents can tailor orders specifically for each customer location, enhancing order accuracy and fulfillment.
- Covered Products and Change Orders: Agents can add covered products and modifications within orders, including handling change orders to update product coverage from entitlements and contracts.
- Order Operations Case Management: Enables creation of order-related cases referencing multiple line items (orders, order lines), improving order tracking, service inquiries, and dispute resolution.
- Case Lines and Workflows: Supports referencing multiple related items (orders, invoices, contracts, sold products) on case records, streamlining case management workflows.
Important Upgrade Information
- Features introduced in Xanadu are not backward compatible with earlier Order Management releases.
- For upgrades from versions 6.0 or earlier, pricing data models have changed since Washington DC release, moving Monthly Recurring Charges (MRC) and Non-Recurring Charges (NRC) to price lists.
- Automatic fix scripts run post-upgrade to deactivate obsolete telecommunications list records, ensuring order capture processes function smoothly.
- Manual migration of contract start and end date fields is needed via a scheduled job accessible in System Definitions > Scheduled Jobs.
Activation and Related Applications
Order Management can be installed via the ServiceNow Store. It integrates closely with multiple ServiceNow applications to provide a comprehensive order-to-cash workflow:
- Customer Service Management (CSM): Provides visibility into delivered products and services and supports the account and product inventory data models used by Order Management.
- Product Catalog Management: Enables catalog administrators to build and manage product catalogs used in order capture.
- Pricing Management: Allows pricing administrators to configure product and service prices and controls for sales agents.
- Quote Management: Facilitates creation and management of sales quotes convertible into orders.
- Flow Designer Actions: Supports orchestration and workflow automation related to order processing.
- Field Service Management Integration: The CSM and Field Service Management plugin enables visibility of account and contact data on work orders.
The ServiceNow® Order Management application enables you to capture, manage, and fulfill product and service orders from enterprise customers. Order Management was enhanced and updated in the Xanadu release.
Order Management highlights for the Xanadu release
- Sales agreements associated with the account are automatically applied and the catalog is filtered to display the agreement's products and prices.
- Admins can set planned task due dates in Jeopardy Management, which are calculated based on business hours during weekdays.
- Order agents can associate product specifications to a product offer at any level of a product offer hierarchy.
- Admins can update product inventory records in a batch when there are changes to product specifications.
- Order agents create orders tailored to each customer location from the product catalog.
- Agents can use the Order Operations Case Management application to create cases for customer orders, unifying order tracking and resolution solutions.
See Order management for more information.
Important information for upgrading Order Management to Xanadu
Features introduced in the Xanadu release aren't supported in earlier releases of Order Management.
If you’re upgrading from Order Management for Telecommunications and Media version 6.0 or earlier:
- Starting with the Washington DC release, the Monthly Recurring Charges (MRC) and the Non-Recurring Charges (NRC) for product offerings and product attribute characteristics are no longer stored in the product offering data model. Instead, the MRC and NRC are stored in the Pricing data model in price lists and price list lines. If you want to upgrade your pricing information to use price lists after upgrading to Washington DC, see the Price Management Plugin (com.sn_csm_pricing) uptake for Telecommunications, Media, and Technology customers upgrading to Washington [KB1585863] article in the Now Support Knowledge Base.
- After upgrading to the Xanadu release, a fix script runs automatically to deactivate certain telecommunications list records that are no longer needed to resume the capture of an unfinished order. For more information on these records and using the former order capture process, see the Deprecating Telco List for Order Capture [KB1586538] article in the Now Support Knowledge Base.
If you’re an upgrade customer who uses the contract start date and contract end date fields and has records, you can migrate those records to the latest data model by running the Migrate data from deprecated contract fields to new fields on Order and Order Lines scheduled job. This scheduled job must be manually executed by navigating to . For more information on scheduled jobs, see Scheduled jobs.
New in the Xanadu release
- Add sales agreements to orders
- When an agent creates an order, the sales agreement associated with the account is automatically applied and the catalog is filtered with the agreement products and prices.
- Add business hours to Jeopardy Management tasks
- Admins can set planned task due dates, which are calculated based on business hours during weekdays in Jeopardy Management.
- Update specification versions
- Admins can perform a batch version update to a product inventory’s specification version.
- Add covered products to an order
- Agents can create covered products and modifications as part of an order capture to establish coverage relationships. They can also create change orders that remove sold products or install base items as covered products from entitlements and contracts.
- Order to Cash Operations
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- Order Operations Case Management: Use the Order Operations Case Management application (com.sn_order_case) to create order cases that reference multiple line items, including orders and order lines. Agents can use these cases to process order-related services such as order changes, inquiries, and disputes.
- Case lines and workflows: Use the Case lines and workflows application (com.sn_case_line) to reference multiple line items on a case record, including orders or order lines, invoices or invoices lines, contracts, and sold products.
Changed in this release
- Add a sales agreement
- When an agent creates an order, the latest sales agreement associated with the account is automatically applied and the catalog is filtered to display the agreement's products and prices.
- Update product locations at the order line level
- Agents can create orders by location, which enables them to tailor orders for a customer location and streamline the ordering process by managing orders that have multiple locations.
Activation information
Install Order Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.