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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Disconnecting sold products

# Disconnecting sold products {#ariaid-title1}

* Release version: Zurich
* 
* Updated August 11, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Disconnect sold products to create a disconnect order on the CSM Configurable Workspace.

Disconnect single or multiple root sold products at the same time, to improve agent
efficiency.
{#disconnecting_sold_products__table_kgp_xfr_bcc__entry__2}

| Task | Description |
|-|-|
| Disconnect a single sold product | [Disconnect a single sold product](https://www.servicenow.com/docs/hVjMs_uX4eOkbo5SnL~g6w#disconnect-a-sold-product "Disconnect a sold product in the CSM Configurable Workspace so that you can permanently disconnect a product and its services.") |
| Disconnect multiple sold products | [Disconnect multiple sold products](https://www.servicenow.com/docs/hVjMs_uX4eOkbo5SnL~g6w#disconnect_multiple_sold_products "Create an order to disconnect multiple sold products and their hierarchy on the CSM Configurable Workspace.") |
[Table 1. Disconnect sold products]

{#disconnecting_sold_products__table_kgp_xfr_bcc}

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

Disconnect a sold product in the CSM Configurable Workspace so that you can permanently disconnect a product and its services.

### About this task

After an order is created on the order form and is marked Complete, a flow is triggered. This flow enables you to disconnect a sold product and its services after fulfillment.

### 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. From the Sold Products related list, select the sold product that you want to disconnect.  
   Note:  
   You can do the Disconnect action only on one root sold product whose state is Active and has a product offering without a specification that is associated with it. The option isn't visible if you select a child sold product.
5. Select Disconnect.
6. In the Disconnect sold product pop-up window, enter when you want the disconnection to start in the Start date and time field and the reason why you want to disconnect the product in the Reason for disconnection field.
7. Select Submit.

### Result

An order for a disconnection is created. After the order is fulfilled, the sold product is moved to the Inactive state.

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

Create an order to disconnect multiple sold products and their hierarchy on the CSM Configurable Workspace.

### 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).

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 products belong to.
4. In the Sold Products related list, select the sold products that you want to disconnect.  
   Note:  
   You can do a Disconnect action only on the root sold product with a product offering only if it is in the Active state. The Disconnect option is disabled if you select a child-sold product.
5. Select Disconnect.
6. In the disconnect sold products window, in the Start date and time field, enter when you want to disconnect the sold products.
7. Add a reason for a suspension in the Reason for disconnection field.
8. Select Disconnect.
{#disconnect_multiple_sold_products__steps_l1d_zvr_bcc}

### Result

An order for disconnecting the sold products is created, while order line items are
created in an aysnchronized manner.

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