Select a customer's account and contact information

Cancel a product order inventory record in Order Management for Telecommunications, Media, and Technology Cancel a product order inventory record in Order Management for Telecommunications, Media, and Technology

As a provider, you can cancel a product inventory record in the Now Platform for your customers. For example, you might want to cancel your current, legacy router.

Role required: order_approver, order_viewer, sn_ind_tmt_orm.order-fulfillment_agent, or sn_ind_tmt_orm.order_fulfillment_manager

Navigate to Workspaces > CSM/FSM Configurable Workspace . To cancel a product order inventory record for an existing customer account, do the following actions: From the CSM/FSM Configurable Workspace Lists tab ( ), click Customer Orders . To select all orders, click All or to select one order, click Open . Click New .

When the Choose an order type dialog appears, select Cancel a product and click Create . Figure 1. Choose an order type dialog

Parent Topic: <a class="link" href="../../../product/tmt-order-mgt/concept/order-capture-overview.html" title="With Order Capture, your order agents can directly enter customer (product) orders and service orders into the Now Platform. They can also create multi-site product and service orders with one or more products and services on behalf of your customers. Order Capture is supported in the San Diego release and later releases.">Creating, changing, and canceling manual product orders Select a customer's account and contact information

Select a customer's account and contact information as the first step in the process to cancel a product inventory record.

Role required: order_approver, order_viewer, sn_ind_tmt_orm.order-fulfillment_agent, or sn_ind_tmt_orm.order_fulfillment_manager

On the form, fill in the fields. Table 1. Cancel a product - Create order form Field Description Account Name of the customer account. To filter the customer list and find an account, enter the first few letters of the customer's name. Contact Name of the contact for the order. To filter the customer contact list and find a contact, enter the first few letters of the contact name.

Click Continue .

Select the product inventories from the available inventory

Select the product inventories from the available inventory as the next step in the process to cancel a product inventory record.

Role required: order_approver, order_viewer, sn_ind_tmt_orm.order-fulfillment_agent, or sn_ind_tmt_orm.order_fulfillment_manager

When you go to the Select Products form, the Now Platform displays a list of active product inventories in the content tree. This list is based on the location for your customer account. You can select the product inventories by clicking the expand icon ( ) or the collapse icon ( ) in the content tree. If the product inventories list is long, you can browse the list by clicking through the pages.

You can use a filter to find the product inventories that you’re going to cancel. For more information, see Search and view a product inventory by using a filter .

Note: Your available inventory includes all the product or services that are ordered by your customer and successfully fulfilled by you.

To select a product inventory directly from the list of inventories, choose an inventory and then click Select . To choose all the product inventories that are available on each page, click Select all and then click Select . To choose the entire list of product inventories, click Select all on all the pages in the content tree.

Note: To select the product inventories by using a filter, see Search and view an inventory by using a filter .

In the Select all pane, click the product inventories that you want to change and click Select . If you want to remove the selection from any product inventories, place your cursor anywhere in the change order and click Unselect . If you want to remove the selections from all the product inventories, select Reset and click Yes .

In the product inventory information pane, review the order details and characteristic information, and click Configure .

Search and view a product inventory by using a filter

Search and view your customer's product inventory records by using the filter as the next stop in the process to cancel a product inventory record.

Role required: order_approver, order_viewer, sn_ind_tmt_orm.order-fulfillment_agent, or sn_ind_tmt_orm.order_fulfillment_manager

Click the Locations field and then select a location. The available addresses are the customer locations that have the existing, active product inventories of the customer account that you selected in the Create Order form. To enter a customer's address and find a location, enter the first few letters of the location name. To select another location, place your cursor to the right of the previous selection and then select a location. To remove a location, click X . Click the Product Offering field and then select a product offering. The product offerings and the related information are displayed from the customer's active inventory records. Click the Product Specification field and then select a product specification. The product specifications are displayed when you select the product offering. After you select the product specification, you can use the filter that is based on the product characteristics. To add the characteristics and values to the filter, click the Add characteristics button and do the following actions: Click the Characteristic field and then select a characteristic. The available characteristics are from the product specifications that you selected. Click the Values field and then select a value. The available values come from the product specifications that you selected. To select another value, place your cursor to the right of the previous selection and then select a value. To remove a value, click X .

To add another characteristic, or delete a previously selected characteristic, do the following actions:

Task Description Add another characteristic for the product specification Click Add characteristics . Delete a selected characteristic from the product specification Click the delete icon ( ). Click Apply . The filtered products inventory appears in the Select all pane.

Review the order line items and submit the cancel order for product inventory

Review all the order line items as the last step in the process to cancel a product inventory record. Edit the order details as needed before submitting it for fulfillment approval.

Role required: order_approver, order_viewer, sn_ind_tmt_orm.order-fulfillment_agent, or sn_ind_tmt_orm.order_fulfillment_manager

When you are canceling a product order inventory, the Now Platform creates the order line items as per the specifications that you've defined. To cancel a product order inventory record, if your selected inventories are top-order parent items, the order line items are created for both the parent items and the child order items. If your selected inventories are child-order items, the order line items are created only for the child items.

For example, your customer requests to cancel the order for SD-WAN Service Package. After you selected the product inventory, the Now Platform creates four order line items for this change order, one for the SD-WAN Service Package and one for each of the three child order items, such as SD-WAN Controller, SD-WAN Edge Device, and SD-WAN Security. If you selected any of the three children inventories, only one order line item is created for the selected child inventory.

To learn more about the order review and fulfillment approvals, see Reviewing customer (product) orders . Note: For change and disconnect type of customer orders, the below message is displayed. This validation is not applicable for order line items with change or disconnect action.

On the Product cancellation form, review the general and pricing details for the order line items. Table 2. Product cancellation form Field Description Number Unique system-assigned number of the order line item.

Product Offering Product offering that the customer is requesting for cancellation. Product Specification Product specification that is associated with the order line item. To learn more, see Create and publish product specifications .

Monthly Recurring Charges Total monthly recurring charges for this order line item. An example is a monthly line charge.

Non Recurring Charges Total non-recurring charges for this order line item. An example is a one-time installation fee.

Total Price Total price for this order line item.

Note: You can't manually adjust the amounts that appear in the pricing fields. They only change if you change the characteristic values for the order line items. To learn more, see Configure the order line item details for the product order .

To update the details for an order line item, do the following actions: Click the open preview icon ( ) to the left of the order line item that you want to update. The Detail and Activity tabs open. Note: To learn about these tabs, see Order Line Items form (customer orders) . On the Detail tab, fill in the order line item information as needed. When finished, click Update to update the order line item details. On the Activity tab, enter a free-form comment or internal work order text for the order line item: Text that you enter into the Comments block can be viewed by anyone, including your customer. Text that you enter into the Work notes (Private) block can only be viewed by your internal personnel. Click Post Comments .

Click Submit Order . When the Submission successful confirmation message appears, click OK .

When you formally submit the product order, its state changes from Draft to New. An order fulfillment manager can now review and approve it for cancellation.