---
sourceDocument: Zurich Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/order-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Sold product creation

# Creation of sold product and product inventory records {#ariaid-title1}

* Release version: Zurich
* 
* Updated October 7, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Summarize  
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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 Creation of sold product and product inventory records

The Order Management application in ServiceNow enables you to create and maintain accurate records of customer products and services through sold product and product inventory records.
This ensures precise tracking and management of customer product data throughout order lifecycles such as new orders, changes, suspensions, resumes, and disconnections.
Show full answer Show less  

## Key Features

* **Sold Product Records:** Created in the *Sold Product \[sninstallbasesoldproduct\]* table when an order line is marked as closed complete.
* **Product Inventory Records:** Created in the *Product Inventory \[snprdinvtproductinventory\]* table after order decomposition, completion, and fulfillment, specifically for products with specifications. This table extends the Sold Product table.
* **Configuration Control:** The system property *snindtmtorm.enableprodinvtforordermanagement* determines whether sold product or product inventory records are created, allowing your admin to tailor data management.
* **Order Workflows:**
  * **New Order Workflow:** After approval, product inventory records with placeholders are created. As fulfillment completes, specification states update from Installation Pending to Active, and all characteristics are updated upon customer order closure.
  * **Change Order Workflow:** Upon approval, changed or removed specifications enter Change Pending state and models update accordingly. After fulfillment, specifications become Active. Disconnect actions move product inventory to Inactive state. Suspend and resume actions move product inventory between Suspended and Active states after workflow completion.

## Key Outcomes

* Maintained and updated product and service inventory data aligned with order status changes.
* Ability to manage lifecycle states of products and services effectively, including new installations, changes, suspensions, resumes, and disconnections.
* Improved accuracy in customer product data management supporting post-sale processes.  
Learn how the Order Management application creates and maintains the customer product and service inventory. By using this application, you can maintain an accurate inventory of your customer products and
services.

## Customer product data record creation {#order-mgt-sold-product-creation__section_tqp_n4x_ygc}

Sold product records are created and added to the Sold Product \[sn_install_base_sold_product\] table after an order line is marked as closed complete. Product inventory records are created and added to the Product Inventory
\[sn_prd_invt_product_inventory\] table after an order is decomposed, completed, and fulfilled. Product inventory records are created for products with specifications. Depending on how your admin has configured the
sn_ind_tmt_orm.enable_prod_invt_for_order_management system property, either sold products or product inventory records are created. For more information, see [Configure customer product data management](https://www.servicenow.com/docs/fBpJ4M7J~kG9cW_yOQG3GQ "Learn how to use the sn_ind_tmt_orm.enable_prod_invt_for_order_management system property to either create sold products or product inventory records after an order is completed and fulfilled.").

The Product Inventory table extends the Sold Product table. Only the items from the product inventory are available for change, disconnect, suspend, or resume type orders.

## New order workflow {#order-mgt-sold-product-creation__section_jp4_p4f_v4b}

The new order workflow is as follows:

1. After the fulfillment or service order manager approves the order, the product inventory record is created. This record has placeholders for all the specifications that are generated after decomposition. The associated models have an Installation Pending state.
2. During the fulfillment process, when the product, service, and resource orders are closed, the state of the associated specification updates to Active in the product inventory record.
3. When you close the customer order, all the characteristics that are associated with the specifications on the customer order update the record.
{#order-mgt-sold-product-creation__ol_pjn_qq5_v4b}

## Change order workflow {#order-mgt-sold-product-creation__section_w4y_1pf_v4b}

The change order workflow is as follows:

1. After the fulfillment manager or service order approves the order, the state of the changed or removed specifications are updated to Change Pending. The models that are associated with the changed specifications are also updated to reflect the latest model that is generated due to the change.
2. During the fulfillment process, when the product, service, and resource orders are closed, the state of the associated specification updates to Active.
3. When you close the customer order, all the characteristics that are associated with the specifications on the customer order update the record.
4. If the change order included a request to disconnect a product or service, the associated product inventory record moves to an Inactive state after the order is complete.You can create orders with action type as
   disconnect for product inventory records that are in Active or Suspended states.

   For suspend type orders, the end state is Suspended after the suspend workflow is completed. Product inventory state changes from
   Active to Suspended after all tasks and jobs have finished.

   For resume type orders, the end state is Active after the resume workflow is completed. Product inventory state changes from Suspended back to Active
   after all tasks and jobs have finished.
{#order-mgt-sold-product-creation__ol_tfx_dr5_v4b}
**Related concepts**   

* [Managing post-fulfillment order changes](https://www.servicenow.com/docs/7ImAvzUoplFaHE0H0FkFng "Efficiently handle a variety of post-fulfillment changes to maintain service quality and operational accuracy after initial order fulfillment. These changes include canceling, suspending, resuming, disconnecting, and modifying orders. Each change type has distinct workflows, dependencies, and impacts on inventory and service states.")  
**Related tasks**   

* [Request post-sale change orders](https://www.servicenow.com/docs/9PraKWJfDLMUT3UEKEzR9g "Learn how to create orders for disconnecting, suspending, resuming products or services and changing specifications, characteristics, or service location for orders after an initial order has been fulfilled.")  
**Related topics**   

* [Customer Life Cycle Management Workflows](https://www.servicenow.com/docs/access?context=customer-life-cycle-management-workflows&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)