Combined Order Management release notes for upgrades from Washington DC to Zurich

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 Washington DC to Zurich.

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 Zurich

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


Release	Release notes
Washington DC	New features introduced in this Washington DC release aren’t supported in earlier releases of Order Management for Telecommunications, Media, and Technology. Starting with the Washington DC release, the Monthly Recurring Charges (MRC) and the Non Recurring Charges (NRC) set for product offerings and product attribute characteristics are stored in the Pricing data model in price lists and price list lines, rather than 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 Washington DC 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 Telco List for Order Capture [KB1586538] article in the Now Support Knowledge Base. After upgrading to the Washington DC, review the reconfiguration workarounds for working on 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.
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

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


Release	Release notes
Washington DC	Order timeline view View Gantt chart timelines displaying the order status of domain orders and order tasks, showing dependencies between order tasks, and identifying tasks that are in jeopardy. Product catalog navigation and product configurator Explore the product catalog by SKU or product code to find product offers. Agents can also use the product configurator, a streamlined interface for configuring custom orders with pricing.
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.
Yokohama	Business Portal for order case management Enable your customers to create cases for common order-related issues such as delivery delays, quantity disputes, and other routine inquiries directly using the Business Portal, ensuring faster issue resolution and improved customer satisfaction. This application is a feature of Customer Service Management and the Order to Cash Operations functionality for Order Management. Hierarchical view of order line items Enable order agents and order managers to use the hierarchical list view to view parent and child relationships within order lines. Price adjustment details for order lines Provides order agents and order managers the visibility into the price adjustments applied at each step of the pricing plan, including a detailed breakdown of all adjustments applied to the unit base price and unit list price to see how the unit net price is derived. Multi-instance product offering configurations Create multiple instances of a child product offering in orders to generate a custom configuration for each product offering instance. When a child product offering has a quantity greater than 1, agents can clone or split a child product offering to create multiple product offering instances so that each quantity has its own configuration. Transient products Add transient products, which are defined as one-time-use products or services, to new orders. Sold product and product inventory records are created but not maintained for transient products. Move, Add, Change and Disconnect (MACD) actions are not supported for transient products. Business Portal for Order Management Use the Business Portal to view product catalogs, select product options, and place orders. Customers can also view their order status using the Business Portal. Cases for multiple invoices Create cases for multiple invoices or for specific invoice lines. Agents can reference multiple invoices or invoice lines as case line items on an invoice case record. By using case line items, agents can track multiple issues for the same invoice case and resolve the issues in each case line item independently before resolving and closing the order case. This application is a feature of Customer Service Management and the Order to Cash Operations functionality for Order Management. Add subscription pricing to an order Enable order agents and order managers to access and view key calculated metrics such as monthly recurring price and annual recurring price. The subscription pricing fields are automatically calculated based on contract start date and contract end date. These metrics enhance revenue reporting and help you to better understand recurring revenue dynamics.
Zurich	Move order The move order helps agents to perform move journey that requires location change, the location and change of attribute values, the location change and add or delete the product. Pricing Adjustments for order line items Enables order agents to quickly view, add, and edit manual price adjustments for order line items directly from the list view, reducing clicks and streamlining the process. This new experience makes it easier for order agents to enter manual price adjustments and provides a holistic view of both automatic and manual adjustments. Summarization for Order Management Summarizes complex orders across products, services, and fulfillment tasks. This helps agents quickly understand status, take the right actions, and avoid navigating fragmented views. This results in easier next steps and improved productivity. For more information, see the Now Assist for Order Management release notes. Support for complex characteristics for orders Take advantage of the following complex characteristics for orders: Define complex characteristics for product offerings and specifications using object structures, data arrays, and other data input types such as String, Integer, Date, DateTime, and Decimal. For more information, see Defining characteristics and options. Define compatibility, decomposition, and attribute propagation rules based on conditions that use characteristics at any level of a complex attribute hierarchy. For more information, see Create a compatibility rule, Decomposition rules, and Domain order. Order header discount Provide order agents with the ability to apply discounts across multiple order lines with a single action through an order header discount feature. This feature streamlines discounting workflows, improves pricing consistency, and helps speed up order processing for large complex deals.

Changes

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


Release	Release notes
Washington DC	Enhanced order capture experience with order enrichment tasks 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 now 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 The following ServiceNow TMF APIs have been updated to support consumer orders that can be fulfilled in Order Management for Telecommunications, Media, and Technology: Product Order Open API (TMF622) Service Order Open API (TMF641) Product Inventory Open API (TMF637) Technical Service Qualification Open API (TMF645)
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.
Yokohama	No updates for this release.
Zurich	Zurich Patch 5 Changes to OM integration with SPM Use OM integration with SPM to create program, reuse program, create site project and reuse site project in the SPM.

Removed

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


Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

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

Release

Release notes

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.

Yokohama

The Subscription start and end dates have been deprecated starting with the Q2 2025 release. Use the Contract start date and Contract end date to calculate Terms for setting subscriptions for recurring products.

The fields listed for the following tables are no longer supported.


Table name	Fields
Order (sn_ind_tmt_orm_order)	Total monthly recurring price, Total annual recurring price
Order line item (sn_ind_tmt_orm_order_line_item)	Cumulative monthly recurring price, Cumulative annual recurring price, Subscription start date, Subscription end date
Order line item (sn_csm_om_order_line_item)	Total recurring price

Zurich

No updates for this release.

Activation information

Review information on how to activate Order Management.


Release	Release notes
Washington DC	Install Order Management for Telecommunications, Media, and Technology 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.
Yokohama	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.
Zurich	Install Order Management by requesting it from the ServiceNow Store.

Additional requirements

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


Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	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
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.
Yokohama	No updates for this release.
Zurich	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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich

Localization information

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


Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

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


Release	Release notes
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 orders and enriching them with additional order information before initiating order fulfillment, and trigger workflows that create enrichment tasks for applicable orders and order line items. Create consumer orders using product and service order APIs and fulfill them in Order Management for Telecommunications, Media, and Technology. 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.
Yokohama	Enable order agents to view price adjustment details while processing orders. Enable customers to view the product catalog, add products to a shopping cart, and create orders by using the Business Portal. Create cases for multiple orders or for specific order lines using the Business Portal. Create cases for multiple invoices or for specific invoice lines. Provide metrics that help sales agents and sales managers track and analyze the revenue impact of subscriptions. See Order Management for more information.
Zurich	Handle move orders support. Enhance the Order management (OM) integration with Strategic Portfolio Management (SPM) to enable projects for site and maintain program project and sub-project hierarchy. Enables agents to change the location for product inventory at the order line level. Support for nested objects, arrays, and custom attributes to model complex products. Support for order header discounts. See Order management for more information.