Inflight Change and Cancel in OMT Documentation

[ashwajit_b]

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.

[ShashankInamdar]

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?

[ashwajit_b]

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.

[ShashankInamdar]

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

[ShashankInamdar]

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?