---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Suspending sold products

# Suspending sold products {#ariaid-title1}

* Release version: Xanadu
* 
* Updated July 2, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Suspend sold products to create a suspend order or quote on the CSM Configurable Workspace.  
Suspend single or multiple root-sold products, and create combined suspension and resumption orders of products and services at the same time to improve agent efficiency.{#supending_sold_products__table_kgp_xfr_bcc__entry__2}

| Task | Description |
|-|-|
| Suspend a single sold product | [Suspend a single sold product](https://www.servicenow.com/docs/0R~VG6On4E6s3OYjmHZHWg#suspend-or-resume-a-sold-product "Create an order to suspend a sold product and its hierarchy on the CSM Configurable Workspace. By suspending a sold product, you can reduce the number of canceled products or services and take the time to fix that product or service.") |
| Suspend multiple sold products | [Suspend multiple sold products](https://www.servicenow.com/docs/0R~VG6On4E6s3OYjmHZHWg#suspend_multiple_sold_products "Create an order to suspend multiple sold product and their hierarchy on the CSM Configurable Workspace. By suspending a sold product, you can reduce the number of canceled products or services and take the time to fix that product or service.") |
[Table 1. Suspend sold products]

{#supending_sold_products__table_kgp_xfr_bcc}

## Suspend a single sold product {#ariaid-title2}

Create an order to suspend a sold product and its hierarchy on the CSM Configurable Workspace. By suspending a sold product, you can reduce the number of canceled products or services and take the time to fix that product or service.

### About this task

After an order is created and marked Complete, the order to sold product flow is triggered after fulfillment. This flow enables you to suspend a sold product.  
Note:  
You can also indefinitely suspend a sold product without creating a resume order.

### Before you begin

Role required: sn_ind_tmt_orm.order_admin or sn_ind_tmt_orm.order_agent

### Procedure

1. Navigate to AllCSM/FSM Configurable Workspace.
2. In the list view, select CustomerAccounts.
3. Open the account that the sold product belongs to.
4. In the Sold Products related list, select the root sold product that you want to suspend.  
   Note:  
   You can do a Suspend action on the sold product only if it is in the Active state. The Suspend option is disabled if you select a child sold product.
5. Select Suspend.
6. In the Suspend sold product window, in the Start date and time field, enter the start date and time that you want to start the suspension.  
   Note:  
   If you fill in only the Start date and time field, a suspend order line item is created. A resume order line item is created within the same order header if the End date and time field is also filled in.
7. Add a reason for a suspension in the Reason for suspension field.  
   For example, a disturbance due to a renovation can be a reason for suspension.
8. Select Suspend.

### Result

An order with the suspend action is created for the suspend order line items. If you
specify an end date and time, a resume order line item is created as a part of the
same order. When you update the suspend order line item to
Complete, the sold product state automatically updates to
Suspended. When you move the state of the resume order
line item to Complete, the sold product state updates to the
Active state.

## Suspend multiple sold products {#ariaid-title3}

Create an order to suspend multiple sold product and their hierarchy on the CSM Configurable Workspace. By suspending a sold product, you can reduce
the number of canceled products or services and take the time to fix that product or
service.

### Before you begin

Role required: sn_ind_tmt_orm.order_admin or sn_ind_tmt_orm.order_agent

### About this task

After an order is created and marked Complete, the order to
sold product flow is triggered after fulfillment. This flow creates sold products on
the sold product table (sn_install_base_sold_product).

### Procedure

1. Navigate to AllCSM/FSM Configurable Workspace.
2. In the list view, select CustomerAccounts.
3. Open the account that the sold product belongs to.
4. In the Sold Products related list, select the sold products that you want to suspend.  
   Note:  
   You can do a Suspend action only on root sold products with a product offering and if it is in the Active state. The Suspend option is inactive if you select a child sold product.
5. Select Suspend.
6. In the Suspend sold products window, in the Start date and time field, enter the start date and time that you want to start the suspension.  
   You can see the selected sold products in the account.  
   Note:  
   If you fill in only the Start date and time field, a suspend order line item is created. If you fill in the End date and time field, a resume order line item is also created within the same order header.
7. Add a reason for a suspension in the Reason for suspension field.  
   For example, a disturbance due to a renovation can be a reason for suspension.
8. Select Suspend.

### Result

An order with the suspend action is created. Suspend order line items are created in an synchronized process. If you specify an end date and time, a resume order line item is also created as a part of the same order.

When you update the suspend order line item to Complete, the
sold product state automatically updates to Suspended.

When you update the state of the resume order line item to
Completed, the sold product state updates to the
Active state.

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