Combined Order Management release notes for upgrades from Vancouver to Xanadu

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Order Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Vancouver to Xanadu.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Order Management to Xanadu

Before you upgrade to Xanadu, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Vancouver	Starting with the November 2023 release, the Order Management application supports the complete life cycle of product and service orders, including the order fulfillment features provided with the Order Management for Telecommunications, Media, and Technology application. If you have a Telecommunications Service Management subscription, you install the Order Management for Telecom, Media and Tech application from the ServiceNow Store. This application installs the Order Management application, telecommunications demo data, and the following ServiceNow Open API implementations of TM Forum API REST specifications: Product Catalog Open API Service Catalog Open API Product Order Open API Service Order Open API Product Inventory Open API Technical Service Qualification Open API If you're familiar with the Order Management for Customer Service Management application, you can optionally use that interface after installing the Order Management application. For more information, see Enable the user interface for Order Management for Customer Service Management KB1554296. For information on changes to the interface, see Changes to the Order Management for Customer Service Management application KB1560237. During upgrade, the Order Task [sn_ind_tmt_orm_order_task] table is extended from the Planned Tasks [planned_tasks] table that is used in the Customer Service Management application. The Order Task table has also been modified. For details on changes to the Order Task table, see OMT Reparenting data model changes KB1496935. If you upgraded to the Vancouver release and are using a version of the Order Management for Telecommunications, Media, and Technology application that is not version 5.2.0, the fixes for populating product inventory and product model characteristics aren’t available to you. To get those changes, upgrade to the current Vancouver patch.
Washington DC	Features introduced in this Washington DC release aren’t supported in earlier releases of Order Management. If you’re upgrading from Order Management for Telecommunications and Media version 6.0 or earlier: 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.
Xanadu	Features introduced in the Xanadu release aren't supported in earlier releases of Order Management. If you’re upgrading from Order Management for Telecommunications and Media version 6.0 or earlier: 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 no longer stored in the product offering data model. Instead, the MRC and NRC are stored in the Pricing data model in price lists and price list lines. 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  Xanadu 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, see the  Deprecating Telco List for Order Capture [KB1586538]  article in the Now Support Knowledge Base. If you’re an upgrade customer who uses the contract start date and contract end date fields and has records, you can migrate those records to the latest data model by running the Migrate data from deprecated contract fields to new fields on Order and Order Lines scheduled job. This scheduled job must be manually executed by navigating to System Definitions > Scheduled Jobs. For more information on scheduled jobs, see Scheduled jobs.

New features

Between your current release family and Xanadu, new features were introduced for Order Management.


Release	Release notes
Vancouver	Export and import product catalog entities Transfer catalog entities from one ServiceNow instance to another. You export catalog entities as JSON files, which you can then import to other ServiceNow instances. For example, you can perform a bulk transfer of catalog entities from a non-production instance to a production instance. New roles for customer order management Assign the order admin role to users who manage orders, including order configuration and approvals. Assign the order agent role to agents who capture orders from customers. The order agent role gives agents read and write access to orders, order lines, order line characteristics, and price adjustments. Support network slicing for 5G service Roll out 5G products and services by defining the slice products and services in the catalog and managing the order fulfillment process before sharing it with the network function for activation. TMF641 Service Order Spoke (southbound actions) Reduce the time to integrate Order Management with south-bound external systems and manage the end-to-end order fulfillment process for service order requests by using the TMF641 Service Order POST API. Jeopardy Management Identify and address the possible delays in order fulfillment proactively by monitoring the SLA resolution time of your customer orders, domain orders, and tasks. Using planned orders helps to prevent jeopardizing a timely order fulfillment. Support suspend and resume actions for products and service orders Capture your customer requests to temporarily suspend or resume any products and services during the order decomposition and fulfillment process by using the new suspend and resume actions. Support external inventory ID Use the inventory records that are created by external systems, such as Configure, Price, Quote (CPQ) systems, for your future change and disconnect orders, assurance, and fulfillment processes, with the new inventory records that are created during order capture. Order Management integration with Service Portfolio Management Deliver large-scale customer orders on time and within budget by identifying the potential issues in order delivery by using the integration with the Strategic Portfolio Management (SPM) application. You can manage your planned order tasks as project tasks in Strategic Portfolio Management. This project-based oversight eliminates the problem of manually tracking order fulfillment tasks in a project. Order Management integration with Field Service Management Orchestrate the work orders that are triggered by the orders that require field service work by using the integration with the Field Service Management application.
Washington DC	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.
Xanadu	Add sales agreements to orders When an agent creates an order, the sales agreement associated with the account is automatically applied and the catalog is filtered with the agreement products and prices. Add business hours to Jeopardy Management tasks Admins can set planned task due dates, which are calculated based on business hours during weekdays in Jeopardy Management. Update specification versions Admins can perform a batch version update to a product inventory’s specification version. Add covered products to an order Agents can create covered products and modifications as part of an order capture to establish coverage relationships. They can also create change orders that remove sold products or install base items as covered products from entitlements and contracts. Order to Cash Operations Order Operations Case Management: Use the Order Operations Case Management application (com.sn_order_case) to create order cases that reference multiple line items, including orders and order lines. Agents can use these cases to process order-related services such as order changes, inquiries, and disputes. Case lines and workflows: Use the Case lines and workflows application (com.sn_case_line) to reference multiple line items on a case record, including orders or order lines, invoices or invoices lines, contracts, and sold products.

Changes

Between your current release family and Xanadu, some changes were made to existing Order Management features.


Release	Release notes
Vancouver	Order Management for Telecommunications, Media, and Technology The Order Management for Telecommunications, Media, and Technology application is now called Order Management.
Washington DC	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.
Xanadu	Add a sales agreement When an agent creates an order, the latest sales agreement associated with the account is automatically applied and the catalog is filtered to display the agreement's products and prices. Update product locations at the order line level Agents can create orders by location, which enables them to tailor orders for a customer location and streamline the ordering process by managing orders that have multiple locations.

Removed

Between your current release family and Xanadu, some Order Management features or functionality were removed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Deprecations

Between your current release family and Xanadu, some Order Management features or functionality were deprecated.


Release	Release notes
Vancouver	The Order Management for Customer Service Management application is being prepared for future deprecation. It will be hidden and no longer available for activation but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.
Washington DC	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.
Xanadu	No updates for this release.

Activation information

Review information on how to activate Order Management.


Release	Release notes
Vancouver	Install Order Management (com.sn_ind_tmt_orm), or if you have a Telecommunications Service Management subscription, install Order Management for Telecom, Media, and Tech (com.sn_om_tmt). You can request these apps 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.
Washington DC	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.
Xanadu	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.

Additional requirements

If any additional requirements were introduced or changed for Order Management we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Order Management we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	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.
Xanadu	No updates for this release.

Accessibility information

Review details on accessibility information for Order Management, such as specific requirements or compliance levels.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Localization information

If there are specific localization considerations for Order Management we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Highlight information

If there are specific highlight considerations for Order Management we have noted them here.


Release	Release notes
Vancouver	Export multiple product catalog entities from one ServiceNow instance and import them to another ServiceNow instance by using the export entities feature. Track and manage your complex orders as projects by using the Order Management integration with Strategic Portfolio Management. Create and track your field service work orders automatically by using the Order Management integration with the Field Service Management application. Predict and notify your fulfillment agents of the risks that are associated with the orders and tasks that are falling behind schedule by using the Jeopardy Management feature. See Exploring Order Management for more information.
Washington DC	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.
Xanadu	Sales agreements associated with the account are automatically applied and the catalog is filtered to display the agreement's products and prices. Admins can set planned task due dates in Jeopardy Management, which are calculated based on business hours during weekdays. Order agents can associate product specifications to a product offer at any level of a product offer hierarchy. Admins can update product inventory records in a batch when there are changes to product specifications. Order agents create orders tailored to each customer location from the product catalog. Agents can use the Order Operations Case Management application to create cases for customer orders, unifying order tracking and resolution solutions. See Order management for more information.