Order Management release notes
Summarize
Summary of Order Management Release Notes Washington DC
The Washington DC release of the ServiceNow® Order Management application introduces enhancements for capturing, managing, and fulfilling orders from enterprise customers. Key features include an order timeline view for tracking orders and enriched order capture processes aimed at reducing order fallout.
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Key Features
- Order Timeline View: Visualize the status of domain orders and tasks through Gantt chart timelines, showing task dependencies and identifying at-risk tasks.
- Order Enrichment: Enhance captured orders with additional details to prevent fulfillment issues, triggering workflows for enrichment tasks.
- Pricing Model Update: Transition to using a Pricing data model for storing Monthly Recurring Charges (MRC) and Non-Recurring Charges (NRC) in price lists, enabling clearer pricing specifications.
- Consumer Orders Support: Utilize updated TMF APIs for telecommunications to facilitate consumer orders within Order Management.
- Unified Consumer Role: A new role allowing internal users to act as consumers, streamlining order management processes.
Key Outcomes
With the Washington DC release, customers can expect improved order management efficiency and clarity through enhanced tracking, enriched order capture, and updated pricing structures. The transition to a unified data model supports better integration with other ServiceNow applications, ensuring a seamless experience for order fulfillment and customer service.
Important Upgrade Information
Upgrading to the Washington DC release requires awareness that features introduced are not supported in earlier versions. Specific adjustments to the pricing data model and order capture processes must be reviewed post-upgrade to ensure smooth operations.
The ServiceNow® Order Management application enables you to capture, manage, and fulfill orders from enterprise customers. Order Management was eiinhanced and updated in the Washington DC release.
Order Management highlights for the Washington DC release
- Track the status of domain orders and order tasks from a central location by using the order timeline view.
- Avoid order fallout by capturing and enriching orders with additional information before initiating fulfillment. Fallout trigger workflows that create enrichment tasks for applicable orders and order line items.
- Create consumer orders using ServiceNow implementations of the Telemanagement Forum (TMF) APIs for telecommunications product and service orders and fulfill those orders using Order Management.
- Update product specification versions when MACD specifications change in Order Management. Up-to-date specifications ensure that orders are processed without interruption.
See Order Management for more information.
Important information for upgrading Order Management to Washington DC
Features introduced in this Washington DC release aren’t supported in earlier releases of Order Management.
- Starting with the Washington DC release, the Monthly Recurring Charges (MRC) and the Non-Recurring Charges (NRC) for product offerings and product attribute characteristics are stored in the Pricing data model in price lists and price list lines rather than in the Product Offering data model. If you want to upgrade your pricing information to use price lists after upgrading to Washington DC, see the Price Management Plugin (com.sn_csm_pricing) uptake for Telecommunications, Media, and Technology customers upgrading to Washington [KB1585863] article in the Now Support Knowledge Base.
- After upgrading to the release, a fix script runs automatically to deactivate certain telecommunications list records that are no longer needed to resume the capture of an unfinished order. For more information on these records and using the former order capture process if needed, see the Deprecating List for Order Capture [KB1586538] article in the Now Support Knowledge Base.
After upgrading to the Washington DC release, review the reconfiguration workarounds when working with new change orders or orders with disconnect, suspend, or resume actions while using the product configurator. For details, see the Order line reconfiguration issues in Washington when using Order Capture UI [KB1585976] article in the Now Support Knowledge Base.
New in the Washington DC release
- Order timeline view
- View Gantt chart timelines that depict the status of domain orders and order tasks. Order timelines also show dependencies between order tasks and identifies tasks that are in jeopardy.
- Product catalog navigation and product configurator
- Explore the product catalog by SKU or product code to find product offers quickly. Agents can also use the product configurator, a streamlined interface for configuring custom orders with pricing.
- Update product specification versions
- Update product specifications when specifications are changed or updated. This feature lets product admins to update product inventory records when there are changes to product specifications.
- Unified consumer option
- Added support for unified consumer option in Order Management Data Model. Starting with the Washington DC release, the Data Model for Order Management includes capabilities for a unified consumer role (sn_customerservice.unified_consumer). This role is assigned to internal users who are employees and can also act as consumers.
Changed in this release
- Enhanced order capture experience with order enrichment steps
- After order capture, enable agents to enrich orders with additional order information before starting order fulfillment to avoid fallouts. This enrichment process triggers workflows that create the enrichment-related order tasks for applicable orders and order line items.
- Monthly Recurring Charges and Non-Recurring Charges
- Starting with the Washington DC release, Order Management uses the Pricing data model rather than the Product Offering data model to store pricing charges in price lists and price list lines. With this change, you can specify either a Monthly Recurring Charge (MRC) or a Non-Recurring Charge (NRC) for a product or order line, but not both.
- Enhancements to the ServiceNow TMF APIs
- If you’re using the Order Management for Telecommunications and Media application, the following ServiceNow® TMF API have been updated to support consumer orders that can be fulfilled in Order Management if you have entitlements for telecommunications:
- Product Order Open API (TMF622)
- Service Order Open API (TMF641)
- Product Inventory Open API (TMF637)
- Technical Service Qualification Open API (TMF645)
- Updates to the order to contract workflow
- Admins can add contract start and end dates to an order contract on the order details page.
Deprecations
Starting with the Vancouver release, Order Management for Customer Service Management is being prepared for future deprecation. It’s hidden and no longer installed on new instances but continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.
Activation information
Install Order Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Browser requirements
ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.