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Re: TSOM Discovery - Sample Payload for Interface Card or Slot

Tanushree Maiti — Fri, 19 Jun 2026 03:53:21 GMT

TSOM Discovery - inventory discovery from elements

https://www.servicenow.com/docs/r/yokohama/telecom-service-ops/telecom-visibility/telecom-discovery-using-service-graph-connector.html

Re: TSOM Discovery - Sample Payload for Interface Card or Slot

shubhamseth — Fri, 19 Jun 2026 02:47:27 GMT

Refer this article https://www.servicenow.com/community/telecom-blog/telecom-network-discovery-primer/ba-p/3015373#M68

TSOM Discovery - Sample Payload for Interface Card or Slot

SY8 — Fri, 19 Jun 2026 01:59:02 GMT

Hi All,

We are looking for TSOM discovery sample payload to simulate and show case how Telco discovery works when TSOM discovery is implemented. Any sample payload available ?

Re: Consumer Support in TSM Product order and Service Order

Kailash Bhange — Tue, 16 Jun 2026 06:42:17 GMT

yes, Servicenow supports this with latest release and plugin version.
Please check for more details.
https://www.servicenow.com/docs/r/yokohama/api-reference/rest-apis/tmf622_product_ordering-api.html

AI Control Tower and Agentic AI in BSS Transformations

Alex_D — Wed, 10 Jun 2026 12:07:38 GMT

A major telco operators put ServiceNow's AI to the test - asking hard questions about capability selection, integration architecture, governance, and agentic orchestration. This Q&A captures the exchange in full.

Re: Product Inventory or Sold Products - for Telecom?

JagB — Tue, 02 Jun 2026 10:48:57 GMT

You should use Product Inventory because it is an instantiation of the PSR catalog and S and R need to be related to the downstream OSS and enterprise systems.
It is an extension of the Sold Product object which is a CRM foundation object.

Product Inventory or Sold Products - for Telecom?

snowdev8 — Tue, 02 Jun 2026 09:51:45 GMT

What's the standard Telecom practice to store store products? Should it be stored as Sold Products or should it stored as Product inventory.? Since only one option can be chosen (create either sold products or product inventory records, but not both) , what would be the process if the same SN instance is used for Telco and non Telco order management?

Re: Email Notifications after Order Submission/ Approval

snowdev8 — Tue, 02 Jun 2026 09:45:34 GMT

Thank you, I am looking for options already available oob specific to order management, or if someone has already followed a framework for this

Re: Email Notifications after Order Submission/ Approval

snowdev8 — Tue, 02 Jun 2026 09:45:00 GMT

Thank you, I am looking for options already available oob specific to order management, or if someone has already followed a framework for this

Re: Email Notifications after Order Submission/ Approval

Tanushree Maiti — Mon, 01 Jun 2026 12:41:36 GMT

Hi @snowdev8

Refer Servicenow Documentation: System notifications

Email Notifications: The most popular approach. Notification Templates are used to pull dynamic content directly from the order records.
SMS Text Messages: Effective for time-sensitive status updates or out-for-delivery alerts. Requires a third-party SMS gateway integration (e.g., Twilio).
Push Notifications: Alerts sent directly to the customer's smartphone or tablet, utilizing the ServiceNow mobile app framework.
In-App/Portal Messages: Pop-ups and alerts displayed natively when the customer logs into your consumer or customer service portal.

Re: Email Notifications after Order Submission/ Approval

pr8172510 — Mon, 01 Jun 2026 11:36:17 GMT

Hi @snowdev8,

According to ServiceNow best practices, notifications should be sent at major request lifecycle events such as:

Request Submitted
Approval Requested
Approval Approved/Rejected
Request Fulfilled/Closed

For end users, ServiceNow recommends providing relevant request information rather than a generic message. Typical details include:

REQ/RITM Number
Catalog Item Name
Status
Requested For
Link to the Request

Keep notifications concise and actionable, and avoid including unnecessary or sensitive variable data.

Email Notifications after Order Submission/ Approval

snowdev8 — Mon, 01 Jun 2026 10:52:05 GMT

What are some common methods to send notifications to the customer who placed the order or to the contacts associated with the order after it has been placed? Do you keep it high level or do you also include order details?

Applying the Task templates on the existing project

Balaji Eranti — Fri, 29 May 2026 10:05:38 GMT

Hello All,

I have a requirement to create

1) Customer Project ( Customer Account )

2) Project Task ( for each location-L1 )

3) Creating as sub-task to fulfill the SOMT order tasks like

Assign Engineering Resources (primary)
Pick/Rack equipment for configuration
Remote into equipment and configure (primary)
Prepare and ship equipment to customer
Coordinate with customer for install date / schedule on-site resource (FSM >21 days)
Schedule Install
Perform Install (Primary)
(Cloud) Coordinate with Engineer to provision services remotely
(Cloud) Perform non-hardware installation and configuration (primary)

If i get another SOMT order for the same Customer account then i need to create one more Project task-L2 and repeat above all sub-task.

Is there any OOTB functionality to create sub-tasks under task template and apply this template on existing project for each parent project task?

Re: Order Creation Process in TSM - Order Management

Tanushree Maiti — Wed, 27 May 2026 12:53:11 GMT

Hi @SHREEDHARANM

Check these links if helps:

Order Management for Telecommunications - Order Timeline feature - Washington release

TEST strategy for TSM product Model, ORD creation and Decomposition.

Product catalog data model for Order Management and its Important Points to Remember at initial Setup.

Known Errors in TSM

Telecommunications Network Inventory and Order Management for Telecommunications and Media

Order Creation Process in TSM - Order Management

SHREEDHARANM — Wed, 27 May 2026 11:14:42 GMT

Hi Community,

I am currently analyzing the order creation process in the TSM - Order Management application.

So far, I have identified the logic/scripts responsible for creating:

Customer Order records
Order Line Item records

However, I am unable to trace where the following records are being created:

Product Order (Domain Order) records
Inventory records

I checked Business Rules, Flows/Subflows, Script Includes, and related scripts, but could not clearly identify the creation point for these records. It would be helpful if someone could share:

The OOB scripts/process flow involved in this creation
Any related framework/context behind Domain Order and Inventory creation
Any documentation or references available for this flow

The goal is to understand the complete end-to-end order creation lifecycle in TSM Order Management.

Any guidance would be appreciated.

Re: Product Modeling Mission Critical Push-to-Talk

JagB — Mon, 25 May 2026 12:18:58 GMT

Hi,
There are various combinations possible and the PSR model can be used to model PTT services. Infact these would be modelled like cellular Voice services (If the PTT is used for voice comms only) with the mapping resources (IMSI would be there just like cellular and maybe IOT device).
The access (CFSS) may either be Wi-Fi or Cellular or even Satellite access and may also involve activation on a PoC server (another CFSS) that defines the group size etc.
Regarding the group management, while the individual IMSI s are activated via orders, the management fo the group may or may not be handled via customer orders. That is a business process and based on the answer the modelling may or may not be done for the user licenses.

Re: Product Modeling Mission Critical Push-to-Talk

snowdev8 — Sun, 24 May 2026 00:45:49 GMT

@JagB I'd be curious to hear your take as well

Product Modeling Mission Critical Push-to-Talk

snowdev8 — Sun, 24 May 2026 00:45:05 GMT

Has anyone modeled Mission Critical Push-to-Talk Product Offerings?

I am looking at a couple of different options and the challenge I am running into is with the talk groups, subscribers etc .

Curious to hear from others.

Re: Creating the Work Order or Work Order task from agent mobile app

Balaji Eranti — Fri, 22 May 2026 09:12:24 GMT

Thanks for sharing your view point. Using the Now assist chat i can create Work Order using text. As per my requirement i need to pass key fields of Work Order like "company","location","contact" and "template". Whihc i am not able to pass and exploring further on this.

Autonomous Networks. Accountable AI

Alex_D — Thu, 21 May 2026 17:04:04 GMT

Agentic AI gets CSPs to conditional autonomy. Governance is what gets them past it. Without a control plane binding business intent to autonomous action, Level 4 becomes multi-loop chaos — and Level 5 stays a slide.