Order Management release notes
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Summary of Order Management Release Notes - Yokohama Release
The ServiceNow® Order Management application streamlines capturing, managing, and fulfilling product and service orders for enterprise customers. The Yokohama release introduces significant enhancements to improve order processing, customer engagement, and revenue tracking.
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Key Features
- Business Portal Enhancements: Customers can now browse product catalogs, add items to shopping carts, place orders, and create cases for order-related issues such as delivery delays and quantity disputes directly through the Business Portal. They can also view order statuses.
- Order Case Management: Supports creation of cases for multiple orders, specific order lines, multiple invoices, or invoice lines, enabling detailed tracking and resolution of issues per line item.
- Hierarchical Order Line View: Order agents and managers can view parent-child relationships within order lines, facilitating better order structure visibility.
- Price Adjustment Details: Detailed transparency into price adjustments at each pricing plan step, showing how unit net prices are derived from base and list prices.
- Multi-instance Product Configurations: Agents can clone or split child product offerings when quantities exceed one to create custom configurations for each instance.
- Transient Products: Support for one-time-use products/services in orders without maintaining sold product or inventory records. MACD (Move, Add, Change, Disconnect) actions are not supported for these products.
- Subscription Pricing Metrics: Automatic calculation and display of key subscription metrics such as monthly and annual recurring prices, enhancing revenue analysis and reporting.
Important Changes and Deprecations
- The Subscription start and end dates are deprecated starting Q2 2025. Customers must use Contract start and end dates to calculate subscription terms.
- Certain subscription pricing fields on order and order line item tables are no longer supported.
- Order Management is available via the ServiceNow Store and requires installation through the store platform.
Integration with Related ServiceNow Applications
Order Management leverages data models and features from related applications, including:
- Customer Service Management: Uses account, consumer, and product inventory data models.
- Opportunity Management: Provides product recommendations and supports converting opportunities into quotes.
- Product Catalog Management: Enables creation and pricing of product catalogs for order fulfillment.
- Pricing Management: Allows pricing administrators to set and adjust complex product pricing.
- Quote Management: Supports sales agents in generating and managing sales quotes.
Practical Benefits
With these enhancements, ServiceNow customers can expect improved order processing efficiency, enhanced customer self-service capabilities via the Business Portal, better visibility into pricing and product configurations, and enhanced subscription revenue tracking. These features collectively enable faster issue resolution, more accurate order fulfillment, and deeper insights into sales and revenue impacts.
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 Yokohama release.
Order Management highlights for the Yokohama release
- Enable order agents to view price adjustment details while processing orders.
- Enable customers to view the product catalog, add products to a shopping cart, and create orders by using the Business Portal.
- Create cases for multiple orders or for specific order lines using the Business Portal.
- Create cases for multiple invoices or for specific invoice lines.
- Provide metrics that help sales agents and sales managers track and analyze the revenue impact of subscriptions.
See Order Management for more information.
Important:
Order Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Yokohama release
- Business Portal for order case management
- Enable your customers to create cases for common order-related issues such as delivery delays, quantity disputes, and other routine inquiries directly using the Business Portal, ensuring faster issue resolution and improved customer satisfaction. This application is a feature of Customer Service Management and the Order to Cash Operations functionality for Order Management.
- Hierarchical view of order line items
- Enable order agents and order managers to use the hierarchical list view to view parent and child relationships within order lines.
- Price adjustment details for order lines
- Provides order agents and order managers the visibility into the price adjustments applied at each step of the pricing plan, including a detailed breakdown of all adjustments applied to the unit base price and unit list price to see how the unit net price is derived.
- Multi-instance product offering configurations
- Create multiple instances of a child product offering in orders to generate a custom configuration for each product offering instance. When a child product offering has a quantity greater than 1, agents can clone or split a child product offering to create multiple product offering instances so that each quantity has its own configuration.
- Transient products
- Add transient products, which are defined as one-time-use products or services, to new orders. Sold product and product inventory records are created but not maintained for transient products. Move, Add, Change and Disconnect (MACD) actions are not supported for transient products.
- Business Portal for Order Management
- Use the Business Portal to view product catalogs, select product options, and place orders. Customers can also view their order status using the Business Portal.
- Cases for multiple invoices
- Create cases for multiple invoices or for specific invoice lines. Agents can reference multiple invoices or invoice lines as case line items on an invoice case record. By using case line items, agents can track multiple issues for the same invoice case and resolve the issues in each case line item independently before resolving and closing the order case. This application is a feature of Customer Service Management and the Order to Cash Operations functionality for Order Management.
- Add subscription pricing to an order
- Enable order agents and order managers to access and view key calculated metrics such as monthly recurring price and annual recurring price. The subscription pricing fields are automatically calculated based on contract start date and contract end date. These metrics enhance revenue reporting and help you to better understand recurring revenue dynamics.
Deprecations
- The Subscription start and end dates have been deprecated starting with the Q2 2025 release. Use the Contract start date and Contract end date to calculate Terms for setting subscriptions for recurring products.
- The fields listed for the following tables are no longer supported.
Table name Fields Order (sn_ind_tmt_orm_order) Total monthly recurring price, Total annual recurring price Order line item (sn_ind_tmt_orm_order_line_item) Cumulative monthly recurring price, Cumulative annual recurring price, Subscription start date, Subscription end date Order line item (sn_csm_om_order_line_item) Total recurring price
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.