Configuring order tasks to respond to inflight revision and cancellation requests

  • Release version: Zurich
  • Updated December 9, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Configuring order tasks to respond to inflight revision and cancellation requests

    This guide explains how to configure order task records within ServiceNow’s Workflow Studio to respond effectively to inflight order revision and cancellation requests. Utilizing the Create Order Task action, you can define specific behaviors for order tasks when changes occur during an order’s processing lifecycle.

    Show full answer Show less

    Key Features

    • Create Order Task Action: Central to defining order tasks that react to inflight order changes and cancellations using predefined flow actions.
    • Inflight Change Type: Allows configuration of order tasks to respond to specific types of changes on an order line item, including:
      • Contact information
      • Price
      • Quantity
      • Characteristics
      • Related items
      Tasks unrelated to any inflight change type can leave this field empty.
    • Inflight Change Option: Defines whether the order task responds to:
      • No characteristic changes (Not Applicable)
      • Specific characteristics defined in the Request Definition Characteristic table
      • Any characteristic changes on the order line item
    • Inflight Task Fields (Order Task): Enables scripting to specify redo actions or field updates that occur when inflight revisions or cancellations match the configured change types and options.
    • Cancel Task Fields (Order Task): Allows scripting to define undo or cancellation actions for inflight orders matching the defined inflight change criteria.
    • Sample Flow: A sample “Change Cisco Firepower Monitoring system” flow is available in the demo data installed with the ServiceNow AI Platform to illustrate practical use.

    Practical Use for ServiceNow Customers

    By configuring order tasks with these flow actions, customers can automate the handling of inflight order changes and cancellations, ensuring tasks respond accurately depending on the type of change. This reduces manual intervention, improves order processing accuracy, and enhances customer service responsiveness during order modifications.

    Customers can leverage standard flow actions in the ServiceNow AI Platform to tailor the behavior of order tasks in complex order change scenarios, aligning workflows with business rules and operational needs.

    Configure your order task records to respond to inflight order changes and cancellation requests using Workflow Studio.

    The Create Order Task action contains flow actions that you use to define the order tasks for the inflight order revision and cancellation process.

    To learn more about creating a flow and inflight order change processing, see:

    To see a sample Create Flow action, see the sample Change Cisco Firepower Monitoring system flow, in your demo data, which is installed with the ServiceNow AI Platform.

    When you define a Create Order Task action, you can use the standard flow actions that are available in the ServiceNow AI Platform. See the following table for a list of these standard flow actions.
    Table 1. Create Order Task flow action fields
    Create Order Task flow action field Description
    Inflight Change Type Flow action to configure the order task to respond to the corresponding change type. You can select one of the following:
    Contact
    The order task responds to changes made to contact information on an existing order line item.
    Price
    The order task responds to changes made to pricing information on an existing order line item.
    Quantity
    The order task responds to changes made to quantity information on an existing order line item.
    Characteristics
    The order task responds to changes made to characteristics information on an existing order line item.
    Related items
    The order task responds to changes made to related items information on an existing order line item.
    If the task is not related to any inflight change type, you can leave it empty.
    Inflight Change Option Flow action to define if the order task is related in any characteristic changes, or only to a few characteristic changes from the corresponding request definition. You can select one of the following:
    Not Applicable
    The order task should not respond to any characteristic changes made to the order.
    Characteristics From Request Definition
    The order task should respond to the specific set of characteristics that you define in the Request Definition Characteristic [sn_ind_tmt_orm_req_def_char] table. These records contain the mappings of the order tasks to specific sets of characteristics.
    Any Characteristics
    The order task should respond to any revisions made to the order line item characteristics that are available in the customer or service order.
    Inflight Task Fields (Order Task) Flow action to attach scripting that designates what redo actions, or field updates, if any, should take place in the order task.

    It is applied for revisions or cancellation requests for inflight orders that contain the inflight change types and options that are defined in the Inflight Change Type and Inflight Change Option.
    Cancel Task Fields (Order Task) Flow action to attach scripting that designates what undo actions, or cancellations, if any, should take place in the order task.

    It is applied for revisions or cancellation requests for inflight orders that contain the inflight change types and options that are defined in the Inflight Change Type and Inflight Change Option flow actions.