How to Integrate Order Management (OM) with Telecom Network Inventory (TNI) for Rack Provisioning?

[Venkatesh4]

Hello Community,

I’m working on a use case where we order a 42U rack in Order Management (OM), and once the order is completed, it should sync with the Telecommunications Network Inventory (TNI) module. The goal is to ensure that the rack and its associated details are automatically created as Configuration Items (CIs) and also should be available in the floor map in TNI.

Here’s what I’ve explored so far:

• Record Producer + Change Model approach using Decision Tables.
• OOB flows like TNI Design Assign of Fiber Broadband that trigger Change Requests.
• Mapping Order Characteristics → Record Producer Variables.
• Using Flow Designer to automate the process.

However, it’s not clear how to deal with Record Producer and Change Model together:

• When exactly should the Record Producer be triggered?
• How does the Change Model get applied after the Record Producer submission?
• Is this the only recommended approach for OM → TNI sync?

My questions:

1. Is the Record Producer + Change Model method the only recommended approach for OM → TNI sync?
2. Are there OOB flows specifically for rack provisioning, or do we need to customize existing ones?
3. Does ServiceNow provide any explicit API for creating telecom equipment (like racks) in TNI?
4. What’s the best practice for handling product offering characteristics (e.g., Rack Size, Mounting Type, Location) in this integration?
5. Any guidance or examples for Decision Table configuration and Flow Designer setup for this scenario?

If anyone has implemented this or has documentation/examples, please share your insights.

Thanks in advance!
Venkatesh