Introducing technical service qualification during order capture in Order management for Telecom

[snehapatel]

Hi,

We are using the order capture UI ServiceNow available in CSM Workspace to capture the customer order. In our case, the customer order can have multiple sites and each site can can different set of product offerings. Now during the order capture, I want to invoke a service qualification test for each site which in turn would invoke a workflow that would interact with external systems and based on the response compute the service ready date based on various factors like field technician's availability etc.  and show the same on the order capture UI.

I have read about the service qualification request available within ServiceNow and my understanding is that is invoked before placing the order which does not comply with my requirements. 

Could you please guide on how to incorporate the service qualification request for each site during the order capture.

Thanks,

Sneha

[ShashankInamdar · Accepted solution]

Hi @snehapatel ,

you are right about the OOTB TMF645 Service Qualification capability, which expects qualification to be done before placing an Order.

For your requirement, at a broad level you may want to consider the below -

[1] I do not see any role for the OOTB TMF645 capability here, as you do not intend to qualify before placing an order and hence there is no question of using the TMF645 interface.

[2] You can build a Flow that does the qualification related checks against external systems.

[3] If you are on the Washington release, make use of the Order enrichment feature that will allow you to submit the multi-site multi order line item Order - and as part of enrichment configuration call the 'qualification' Flow and based on the response enrich the Order/OLI. (refer to this article for Enrichment feature)

Based on the qualifcation output, you can then set the dates or characteristics or transient attributes against the OLI before progressing to approve and decompose the Order.

Regards

Shashank

[snehapatel]

Thanks @ShashankInamdar . This really helps.