Help integrating sold products and install base with Order Management

[justinbaker]

The Setup

We have been working with service now for a relatively short period of time setting it up for the various task that it would prove useful for in our company. Recently we decided we would set up CSM with Order Management to help capture orders and process them into items attached to accounts for the purposes of Cases and tracking.

What we have thus far

So far we have been working directly with the Order Management product. Enabling it, configuring Service/Resource/Product Specifications, Product Offers, and testing Customer Orders. We are at the point now where an order can be defined, is populated with any bundled items, is priced out, and can be marked as "closed complete" through the order.

Exact tables that have been added to include but are not limited to

• Characteristics
• Product/Service/Resource Specifications
• Specification Categories
• Product Offering(s)/ Catalogs / Categories
• Pricing Lists
• Attribute Adjustments

As well as the required Client accounts

The Question

What we want to see

At the moment, while we have out specifications configured they don't seem to create any Sold Products, nor do they get processed by any flows, or decomposed into domain orders. This seemed like a step that, if configured correctly, would work OOB. The steps concerning Install Base and the CMDB coming later down the line.

We would like to see this step happen. Creating Sold Products from the specifications in the Line Items listed on the orders. If this must be done through custom flows, then so be it, but knowing where we are in terms of what needs to be configured next would be a great help.

Important Notes

At the moment, we have not configured any Product Models custom to our environment. I am suspicious that the Product Catalog will be important for the next steps in this process and I wanted to reach out to the community to get a definitive answer as following the Docs has not lead to much understanding.

Thank you

Any assistance at all in the next steps would be incredibly helpful and appreciated.

[Priyesh-Modi]

Bumping up.