--- sourceDocument: Australia Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Sold product creation # Creation of sold product and product inventory records {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Creation of sold product and product inventory records The Order Management application in ServiceNow enables accurate tracking and maintenance of customer product and service inventories. It automates the creation and management of records related to sold products and product inventory, ensuring your data reflects the current status of customer assets throughout their lifecycle. Show full answer Show less ## Key Features * **Sold Product Record Creation:** Sold product records are automatically created in the **Sold Product \[sninstallbasesoldproduct\]** table when an order line is marked as closed complete. * **Product Inventory Record Creation:** Product inventory records are created in the **Product Inventory \[snprdinvtproductinventory\]** table after an order is decomposed, completed, and fulfilled, and only for products with specifications. * **Configurable Record Creation:** Depending on your system property configuration (`snindtmtorm.enableprodinvtforordermanagement`), either sold product or product inventory records are generated to align with your inventory management preferences. * **Table Hierarchy:** The Product Inventory table extends the Sold Product table, and only product inventory items can be changed, disconnected, suspended, or resumed via orders. ## Order Workflows * **New Order Workflow:** * Upon approval by fulfillment or service order manager, a product inventory record with placeholders for specifications is created. * Associated models start in an Installation Pending state. * As fulfillment progresses and orders close, specifications update to Active state. * When the customer order closes, all specification characteristics update the inventory record. * **Change Order Workflow:** * After approval, specifications being changed or removed move to Change Pending state, and models update to reflect changes. * Upon fulfillment completion, specifications return to Active state. * Characteristics update upon customer order closure. * For disconnect requests, product inventory records transition to Inactive state once the order completes. * Suspend orders change the product inventory state from Active to Suspended after all related tasks finish. * Resume orders reactivate Suspended inventory records back to Active state after workflow completion. ## Practical Impact for ServiceNow Customers This functionality ensures that your customer product and service inventory data is consistently accurate and reflects real-time status changes driven by order fulfillment and lifecycle events. By leveraging these workflows and system configurations, you can confidently manage product states such as active, suspended, or inactive, and perform key actions like changes, disconnections, suspensions, and resumptions within your order management processes. 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 {#order-mgt-sold-product-creation__section_tqp_n4x_ygc} 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](https://www.servicenow.com/docs/o3FxDBxWdv5ZreGtoiOq_Q "Learn how to use the sn_ind_tmt_orm.enable_prod_invt_for_order_management system property to either create sold products or product inventory records after an order is completed and fulfilled."). 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 {#order-mgt-sold-product-creation__section_jp4_p4f_v4b} The new order workflow is as follows: 1. 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. 2. 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. 3. When you close the customer order, all the characteristics that are associated with the specifications on the customer order update the record. {#order-mgt-sold-product-creation__ol_pjn_qq5_v4b} ## Change order workflow {#order-mgt-sold-product-creation__section_w4y_1pf_v4b} The change order workflow is as follows: 1. 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. 2. During the fulfillment process, when the product, service, and resource orders are closed, the state of the associated specification updates to Active. 3. When you close the customer order, all the characteristics that are associated with the specifications on the customer order update the record. 4. 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. {#order-mgt-sold-product-creation__ol_tfx_dr5_v4b} **Related concepts** * [Managing post-fulfillment order changes](https://www.servicenow.com/docs/CEYkgLOY35kk3y0RBf0ilQ "Efficiently handle a variety of post-fulfillment changes to maintain service quality and operational accuracy after initial order fulfillment. These changes include canceling, suspending, resuming, disconnecting, and modifying orders. Each change type has distinct workflows, dependencies, and impacts on inventory and service states.") **Related tasks** * [Request post-sale change orders](https://www.servicenow.com/docs/rGJctSu_rju4UxaOLn4CwA "Learn how to create orders for disconnecting, suspending, resuming products or services and changing specifications, characteristics, or service location for orders after an initial order has been fulfilled.") **Related topics** * [Customer Life Cycle Management Workflows](https://www.servicenow.com/docs/access?context=customer-life-cycle-management-workflows&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)