Configuring order tasks to respond to inflight revision and cancellation requests

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Configuring Order Tasks to Respond to Inflight Revision and Cancellation Requests

    This guide outlines how to configure order task records in ServiceNow to manage inflight order changes and cancellation requests through Workflow Studio. The Create Order Task action is central to defining how these tasks respond during the revision and cancellation processes.

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    Key Features

    • Create Order Task Action: Utilizes standard flow actions available within the ServiceNow AI Platform to manage inflight order changes.
    • Inflight Change Type: Specify the change type the order task will respond to, such as contact, price, quantity, characteristics, or related items.
    • Inflight Change Option: Determine if the order task should respond to characteristic changes, with options including not applicable, specific characteristics from the request definition, or any characteristics.
    • Inflight Task Fields: Attach scripting for redo actions or field updates necessary for handling inflight revisions or cancellation requests.
    • Cancel Task Fields: Define scripting for undo actions or cancellations related to the order task, applicable for the specified inflight change types and options.

    Key Outcomes

    By configuring order tasks effectively, ServiceNow customers can ensure their workflows are responsive to in-progress order modifications, improving operational efficiency and customer satisfaction. Expect seamless handling of revisions and cancellations, which aligns order management with real-time customer needs.

    Configure your order task records to respond to inflight order changes and cancellation requests using Workflow Studio.

    The Create Order Task action contains flow actions that you use to define the order tasks for the inflight order revision and cancellation process.

    To learn more about creating a flow and inflight order change processing, see:

    To see a sample Create Flow action, see the sample Change Cisco Firepower Monitoring system flow, in your demo data, which is installed with the ServiceNow AI Platform.

    When you define a Create Order Task action, you can use the standard flow actions that are available in the ServiceNow AI Platform. See the following table for a list of these standard flow actions.
    Table 1. Create Order Task flow action fields
    Create Order Task flow action field Description
    Inflight Change Type Flow action to configure the order task to respond to the corresponding change type. You can select one of the following:
    Contact
    The order task responds to changes made to contact information on an existing order line item.
    Price
    The order task responds to changes made to pricing information on an existing order line item.
    Quantity
    The order task responds to changes made to quantity information on an existing order line item.
    Characteristics
    The order task responds to changes made to characteristics information on an existing order line item.
    Related items
    The order task responds to changes made to related items information on an existing order line item.
    If the task is not related to any inflight change type, you can leave it empty.
    Inflight Change Option Flow action to define if the order task is related in any characteristic changes, or only to a few characteristic changes from the corresponding request definition. You can select one of the following:
    Not Applicable
    The order task should not respond to any characteristic changes made to the order.
    Characteristics From Request Definition
    The order task should respond to the specific set of characteristics that you define in the Request Definition Characteristic [sn_ind_tmt_orm_req_def_char] table. These records contain the mappings of the order tasks to specific sets of characteristics.
    Any Characteristics
    The order task should respond to any revisions made to the order line item characteristics that are available in the customer or service order.
    Inflight Task Fields (Order Task) Flow action to attach scripting that designates what redo actions, or field updates, if any, should take place in the order task.

    It is applied for revisions or cancellation requests for inflight orders that contain the inflight change types and options that are defined in the Inflight Change Type and Inflight Change Option.
    Cancel Task Fields (Order Task) Flow action to attach scripting that designates what undo actions, or cancellations, if any, should take place in the order task.

    It is applied for revisions or cancellation requests for inflight orders that contain the inflight change types and options that are defined in the Inflight Change Type and Inflight Change Option flow actions.