Cancel Product Order - CancellationReason

molayd
Mega Guru

Dear members,

 

I have scenario of Cancel Product Order in which cancellationReason is to be captured, processed (optional) and passed it on to a downstream system.

 

/api/sn_ind_tmt_orm/cancelproductorder of OMT(Utah) gives a field cancellationReason which can be used for this.

 

molayd_0-1695020142166.png

 

But this field is not captured in any table (may be in Customer Order) because I don't see this in neither customer order XML nor in customer order line items/product orders. Am I missing something or is this a bug or a feature which is yet to be implemented?

 

Is there any workaround to capture the cancellationReason and send it to downstream system?

 

Thanks,

Molay

1 ACCEPTED SOLUTION

ShashankInamdar
ServiceNow Employee
ServiceNow Employee

Hello @molayd ,
The Cancellation Reason passed via the API is captured as a journal entry against the Order in 'Additional Comments'. As such, the reason is not saved in any field against the order record itself.
If you need to pass the reason to the downstream system, an option could be to fetch reason from Additional
Comments in the subflow such as by storing it in a variable. 
Also note that Additional Comments may be updated either by the Application or by implementation steps and as such will have time stamped chronological comments against it.

Let me know if this works for you.

ShashankInamdar_0-1695026195883.png

ShashankInamdar_1-1695026254556.png

 

View solution in original post

2 REPLIES 2

ShashankInamdar
ServiceNow Employee
ServiceNow Employee

Hello @molayd ,
The Cancellation Reason passed via the API is captured as a journal entry against the Order in 'Additional Comments'. As such, the reason is not saved in any field against the order record itself.
If you need to pass the reason to the downstream system, an option could be to fetch reason from Additional
Comments in the subflow such as by storing it in a variable. 
Also note that Additional Comments may be updated either by the Application or by implementation steps and as such will have time stamped chronological comments against it.

Let me know if this works for you.

ShashankInamdar_0-1695026195883.png

ShashankInamdar_1-1695026254556.png

 

molayd
Mega Guru

Hey @ShashankInamdar ,

 

I tried it but didn't appear in my PDI instance. But it seems it works in my customer instance. Hence taking it as proposed solution. 👍

 

Bests,

Molay