question Re: Inflight Change and Cancel in OMT Documentation in Telecom forum

Inflight Change and Cancel in OMT Documentation

ashwajit_b — Fri, 07 Jun 2024 10:39:05 GMT

Hi Team, is there a ServiceNow documentation available having the details of processes that will happen in case of Inflight changes / cancels on Service Orders?

In one pf the post I read that after cancel is received for an Service Orders, all the in-progress workflows gets cancelled, however when I tried it in my environment, the status of the order gets changed to Assessing Cancellation->Acknowledged->Cancellation in progress. But the status of the workflows triggered for the service orders does not get changed to cancelled.

Re: Inflight Change and Cancel in OMT Documentation

ShashankInamdar — Fri, 07 Jun 2024 11:02:34 GMT

Hi @ashwajit_b ,

Post Inflight order approval (manual or auto), the existing workflows get cancelled and the revised flows get relaunched. Is your observation on this not happening based on the Order Tasks re-executing or based on Subflow Execution view?
Can you provide some screenshots to help you better?

Re: Inflight Change and Cancel in OMT Documentation

ashwajit_b — Mon, 10 Jun 2024 20:27:20 GMT

Hi @ShashankInamdar , thank you for looking into this. I placed a Service Order for bundle Service Orders consisting of 3 CFS. Upon approving the order, the workflows for CFS and their associated RFS gets triggered. The CFS workflow waits for RFS workflow to get completed and these RFS workflow waits for their orders tasks to get completed. As a result the, workflow for CFS and RFS moved to “waiting” state. This happens immediately after approving the order. Now, when I cancel the Service Order, the status of Service Orders moves from Ack->Cancellation in progress, but the status of all workflows remain in “waiting” state, I was expecting these to get cancelled as well.

Re: Inflight Change and Cancel in OMT Documentation

ShashankInamdar — Mon, 10 Jun 2024 21:20:38 GMT

That is strange. Perhaps we could check this over a call.

Re: Inflight Change and Cancel in OMT Documentation

ShashankInamdar — Tue, 11 Jun 2024 08:15:20 GMT

A further question, are you sure the workflows that you see in the "waiting" state are not the relaunched ones? Do you see another instance of the workflow that was 'cancelled' from under executions?

Re: Inflight Change and Cancel in OMT Documentation

ashwajit_b — Tue, 11 Jun 2024 19:26:20 GMT

Hi @ShashankInamdar, I’ve tried this cancel scenario on couple of orders and can see that the workflow triggered at the time of provide journey gets canceled when I cancel the service order, and the same workflow gets relaunched.. this workflow then moved into waiting state. Is it the correct functionality?

As part of cancel, I need the following actions:

-cancel the provide workflow as soon as the cancel request is received: This is available OOTB

-Trigger cancel workflow: This can be achieved through decision table

-identify the workflows executed for the provide orders and check all the steps executed

-Perform reverse of all steps executed before receipt of cancel request

can you please guide me to the documentation that could help me with this. Thank you..!!

Re: Inflight Change and Cancel in OMT Documentation

ShashankInamdar — Wed, 12 Jun 2024 21:15:44 GMT

Hi @ashwajit_b

when I cancel the service order, and the same workflow gets relaunched.. this workflow then moved into waiting state. Is it the correct functionality?

Yes, this is the correct functionality.

-identify the workflows executed for the provide orders and check all the steps executed

-Perform reverse of all steps executed before receipt of cancel request

can you please guide me to the documentation that could help me with this. Thank you..!!

As mentioned on the other thread, there is a Flow context field on the Domain Order which stores the Subflow execution sys id. The challenge you will face with this is that as soon as the inflight is submitted this field will be updated with the relaunched subflow sys id.

As such if you are able to store the flow context value on another field at the beginning of the subflow execution you should be able to retrieve this during Inflight.

I am curious though, even if this was done - how do you plan to determine what steps were executed in the normal flow until an Inflight was received.

Re: Inflight Change and Cancel in OMT Documentation

ashwajit_b — Thu, 13 Jun 2024 05:25:35 GMT

Hi @ShashankInamdar ,

What is the purpose of relaunching the workflow, If we are canceling the service order?

As part of general cancel orders, the executed actions, before receipt of the cancel request, would generally be reversed, but ServiceNow does not seem to have this as OOTB functionality, hence I'm looking out for some guidance regarding the same.

Thank You