Asynchronous order processing for large customer and consumer orders
Summarize
Summary of Asynchronous order processing for large customer and consumer orders
ServiceNow® Order Management enables communications service providers (CSPs) to efficiently handle high volumes of both large multi-site enterprise orders and high-volume consumer orders through asynchronous order processing. This capability is available with a Telecommunications Service Management subscription and utilizes the Product Order Open API to receive orders.
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How Order Processing Works
Order processing involves three stages:
- Order validation
- Order ingestion
- Order creation
Synchronous vs Asynchronous Order Processing
Synchronous processing: Orders received via API are validated and customer order records are created simultaneously. This method can be slower with large order volumes. Administrators control validation activation through system properties createproductordervalidationsync and createserviceordervalidationsync.
Asynchronous processing: Designed for high volume or large payload orders, the Product Order Open API receives orders which are first validated. Validated orders are then inserted into the Inbound Queue [sntmtcoreinboundqueue] table. Validation errors generate immediate responses. Validation control is managed by system properties createproductordervalidationasync and createserviceordervalidationasync, both enabled by default.
Asynchronous Order Processing Workflow
- Activate the Product Order Open API and specify processing mode (synchronous or asynchronous).
- When orders are received asynchronously, order details—including product offerings, line items, specifications, and relationships—are validated.
- Each validated order is assigned a unique record in the Inbound Queue table.
- A scheduled job processes new records in the Inbound Queue, creating customer orders accordingly.
This approach optimizes performance for CSPs managing large-scale orders by decoupling order ingestion from order creation, enabling better scalability and responsiveness.
If you're an administrator for a communications service provider (CSP), you can support a high volume of enterprise, multi-site customer orders and consumer orders by using asynchronous order processing in the ServiceNow® Order Management application.
Overview of asynchronous order processing
CSPs support both enterprise customers and consumers. Usually, the orders from enterprise customers are large multi-site orders and the orders from consumers are high volume.
- Order validation
- Order ingestion
- Order creation
How synchronous order processing works
With synchronous order processing, an order is received in the Order Management application through the API. Then, the order records are simultaneously created in a customer order table after the order validation.
As an administrator, you can activate or deactivate the order validation for synchronous order processing by setting the create_product_order_validation_sync and create_service_order_validation_sync system properties to True (Default) or False in the ServiceNow AI Platform. Synchronous order processing takes longer than asynchronous order processing when it comes to creating a large number of customer order records.
How asynchronous order processing works
In asynchronous order processing, a high volume of orders or a large number of order payloads are received through the Product Order Open API (Scripted Rest End Point) in the Order Management application from the external Configure, Price, and Quote (CPQ) systems. The order details are first validated and are then inserted into the Inbound Queue [sn_tmt_core_inbound_queue] table. If there are any validation errors, an error message is returned in the response.
This validation is managed by the create_product_order_validation_async system property for product orders and the create_service_order_validation_async system property for service orders. These properties control the validation in the asynchronous processing of orders before the orders are inserted into the Inbound Queue [sn_tmt_core_inbound_queue] table. The default value is set to True.
When the order details are successfully validated, a scheduled job runs to pick up the records from the Inbound Queue [sn_tmt_core_inbound_queue] table and then creates entries in the customer order table as shown in the following diagram.
- You must activate the Product Order Open API. The new parameter mode enables the API to process the orders synchronously or asynchronously. For more information about the API, see Product Order Open API.
- After you receive a high volume of orders or a large number of the order payloads through the Product Order Open API in the async mode, the order details are first validated. The order details include the product offering, order line items, order specifications, order line items characteristics, and the specification relationship of order line items.
- After the validation of the order details is complete, an entry for each order with a unique record ID is created in the Inbound Queue [sn_tmt_core_inbound_queue] table. The following diagram shows how the inbound queue
state model works.
Figure 2. Inbound Queue state model - When all the orders are captured in the Inbound Queue [sn_tmt_core_inbound_queue] table, a scheduled job runs to create the customer orders for the records in the New state.