Order line state transition support

[AnkitM]

Dear Experts

OMT has native support for order line state transitions based on the state lifecycle as explained on the below doc.

https://docs.servicenow.com/bundle/vancouver-order-management/page/product/tmt-order-mgt/reference/o...

This what we intend to do :

1. Add additional state transition to this from assessing_cancellation to in_progress(which is when a cancellation initiated on an order line is cancelled) is this something that's doable via configuration

2. also once this is added , we want a provision on the OMT GUI to be able to make this state transition at the order line level 

[ShashankInamdar]

Adding of new states will require changes beyond configuration - will need changes to Script Includes.
What is your use case to add new states? Have you considered using 'Order Stage' field?

[AnkitM]

Hey Shashank

Thanks for your response , the use case goes like this :

1. When a customer requests order cancellation for a inflight order , the RSP quotes him a cancellation fee and at the same time put all ordre activities on hold .

2. Customer comes back whethere he is OK with the quoted fee as in if he stil wants to proceed .

3. While the customer comes back with a yes or no, we intend to leverage the asessing_cancellation state in SNOW OMT to make sure all activities are on-hold and we are assessing the cancellation

4. IN case the customer says he doesn't want to go ahead with the cancellation , we want to put the order back to in_progress from assessing_cancellation.

Btw bear in mind TMF 622 supports this and OMT lifecycle is loosely based on that , other than not supporting this particular state transition .

Can you tell us how for the above use case order stage might be helpful , we are using order stages but that's to control logic around inter order line dependencies , but not something that's exposed to the customer .

Looking forward to your response