OMT: Change Service Order not showing all the CFS and RFS to select on order page

[vijaykumar_k]

I have a Product model which looks like below

PS-Product Specification

P-CFS - Parent Customer Facing Service

C-CFS - Child Customer Facing Service

RFS - Resource Facing Service

My create order journey is complete and i have the product inventory in active state. I want to raise change service order through CSM/FSM workspace for RFS. In the CSM/FSM workspace --> Change Service Order after selecting the account, i am only able to see P-CFS on the change order page and when i expand the P-CFS it shows only the C-CFS to select for raising the change service order and does not show the RFS for selection.

Does ServiceNow only show one level down services from the product model in order page for selection OR am i missing some configuration to get all the product model services listed in the change order page for selection ?

[PaulSylo]

Hey Vijay,

Yes, ServiceNow will show only one level down from the product model in the order page to select. As you see, Change service orders are raised only for services that are directly mapped and impacted by the change. for example, if you are making a change to a parent customer-facing service (P-CFS), you would typically raise a change service order for the child customer-facing service (C-CFS) that is directly impacted by the change.

For example, assume you have this ,

• Bakery Products
  bread
  • White Bread
  • Whole Wheat Bread
• Cakes
  Chocolate Cake
  Vanilla Cake
  if you are making a change to the Bakery Products service, you would typically raise a change service order for the Bread and cakes, service that is directly impacted by the change. You would not typically raise a change service order for the White Bread, and Whole Wheat Bread because these services are two levels down from the product model.

[vijaykumar_k]

Thanks @PaulSylo  for the response. Is there a way/solution if we want to raise change request for two level down in Product Model ?

[PaulSylo]

See, I have not tried this, but I am confident either of these ways may work.  Either, You need to create a change model including all product model services or you can create a workflow that triggers when a change service order is created and that populates the change order with the parent and child customer-facing services, as well as the resource-facing services, that are associated with the product model.

[PaulSylo]

If the solution is helpful, close the thread or mark helpful if this helps you