Creation of sold product and product inventory records
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Summary of Creation of sold product and product inventory records
The Order Management application in ServiceNow helps you create and maintain accurate customer product and service inventories. It manages records of sold products and product inventories, enabling precise tracking and lifecycle management of customer assets from order fulfillment through changes such as suspension or disconnection.
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Customer Product Data Record Creation
- Sold Product Records: Created after an order line is marked as closed complete and stored in the
Sold Product [sninstallbasesoldproduct]table. - Product Inventory Records: Created after an order is decomposed, completed, and fulfilled, stored in the
Product Inventory [snprdinvtproductinventory]table for products with specifications. - The creation of sold product versus product inventory records depends on the system property
snindtmtorm.enableprodinvtforordermanagement, which your admin configures based on your business needs. - The Product Inventory table extends the Sold Product table and includes only items eligible for change, disconnect, suspend, or resume orders.
New Order Workflow
- Upon approval by the fulfillment or service order manager, a product inventory record is created with placeholders for product specifications, initially set to an Installation Pending state.
- As product, service, and resource orders close during fulfillment, the associated specifications update to an Active state.
- When the customer order closes, all associated characteristics on specifications update the product inventory record accordingly.
Change Order Workflow
- After approval, changed or removed specifications enter a Change Pending state, and associated models update to reflect changes.
- Upon closing product, service, and resource orders, specifications update to Active.
- Closing the customer order updates all related characteristics on the specifications.
- For disconnect actions, the product inventory record moves to an Inactive state after order completion. Disconnect orders can be created only for product inventory records in Active or Suspended states.
- Suspend orders change the product inventory state from Active to Suspended once all related tasks complete.
- Resume orders revert the product inventory state from Suspended back to Active after workflow completion.
Practical Benefits for ServiceNow Customers
- Maintain an accurate and dynamic customer product and service inventory aligned with order lifecycle states.
- Leverage configurable workflows to manage product states like Installation Pending, Active, Suspended, and Inactive efficiently.
- Enable operational control over post-sale activities such as change, disconnect, suspend, and resume through product inventory management.
Learn how the Order Management application creates and maintains the customer product and service inventory. By using this application, you can maintain an accurate inventory of your customer products and services.
Customer product data record creation
Sold product records are created and added to the Sold Product [sn_install_base_sold_product] table after an order line is marked as closed complete. Product inventory records are created and added to the Product Inventory [sn_prd_invt_product_inventory] table after an order is decomposed, completed, and fulfilled. Product inventory records are created for products with specifications. Depending on how your admin has configured the sn_ind_tmt_orm.enable_prod_invt_for_order_management system property, either sold products or product inventory records are created. For more information, see Configure customer product data management.
The Product Inventory table extends the Sold Product table. Only the items from the product inventory are available for change, disconnect, suspend, or resume type orders.
New order workflow
- After the fulfillment or service order manager approves the order, the product inventory record is created. This record has placeholders for all the specifications that are generated after decomposition. The associated models have an Installation Pending state.
- During the fulfillment process, when the product, service, and resource orders are closed, the state of the associated specification updates to Active in the product inventory record.
- When you close the customer order, all the characteristics that are associated with the specifications on the customer order update the record.
Change order workflow
- After the fulfillment manager or service order approves the order, the state of the changed or removed specifications are updated to Change Pending. The models that are associated with the changed specifications are also updated to reflect the latest model that is generated due to the change.
- During the fulfillment process, when the product, service, and resource orders are closed, the state of the associated specification updates to Active.
- When you close the customer order, all the characteristics that are associated with the specifications on the customer order update the record.
- If the change order included a request to disconnect a product or service, the associated product inventory record moves to an Inactive state after the order is complete.
You can create orders with action type as disconnect for product inventory records that are in Active or Suspended states.
For suspend type orders, the end state is Suspended after the suspend workflow is completed. Product inventory state changes from Active to Suspended after all tasks and jobs have finished.
For resume type orders, the end state is Active after the resume workflow is completed. Product inventory state changes from Suspended back to Active after all tasks and jobs have finished.