OMT Boot

Camp 2.0

OMT integration with FSM

Time: 25 minutes

ServiceNow Telecom, Media, and Technology (TMT)

 OMT Boot
Camp 2.0

Table of contents
Lab instance credentials ................................................................................................................... 3
Lab objectives ............................................................................................................................... 3
Scenario ..................................................................................................................................... 3
Personas .................................................................................................................................... 3
Section 1 Validate your ServiceNow Instance ........................................................................................... 4
Section 1.1 Login & Validate ............................................................................................................ 4
Section 2 Understanding the priority calculation feature .............................................................................. 6
Section 2.1 Browse and configure the decision tables. .............................................................................. 6
Section 3 Submit an Order from Workspace .......................................................................................... 10
Section 3.1 Create a new order via order capture UI. ............................................................................. 10
Section 5.2 View and Approve Order ................................................................................................ 17
Section 5.3 View the priority value on decomposed orders and order tasks. ........................................................ 20
Section 5.6 Recalculate Order priority. ............................................................................................... 26

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Lab instance credentials

Field Value

Username admin

Password As provided with your lab instance / Magic link

Lab objectives
You will achieve the following objectives:
• Review the data model and configuration required to support OMT to FSM integration.
• Create Customer Orders via Agent Workspace
• Decompose and view the FSM work orders created for decomposed orders and order tasks.
• View the work order updates from FSM in OMT.

Scenario
Communication service providers mostly provide network connectivity services which in most of cases require equipment installation and
activation at the customer’s location. In order to carry out field activities, CSPs need their order management and Field service
management system to work seamlessly so that end-to-end order fulfilment process involving field activities can be efficiently managed.

Flash Telecom has decided to use ServiceNow’s cloud-based low-code no-code Telecom
Order Management solution and ServiceNow Field service management solution to build Products
and orchestrate the fulfillment and field service activities.

Flash Telecom wants to configure logic in the ServiceNow Order Management application to
automatically create work orders for the site survey and equipment installation activities to
be conducted at customer sites for SD-WAN service.

In this lab, you will learn the approach and configurations required to create work orders
automatically and manually for decomposed orders and order tasks for the order fulfillment
process.

Personas
• System Admin
• Mike Davis, Order Fulfilment Manager

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Section 1 Validate your ServiceNow Instance

Section 1.1 Login & Validate

1. Log in to the student lab instance using the Magic Link provided via email.

Note: The user is logged in as Admin.

2. Click on All and type ‘Product Catalog’,

Validate: Product Catalog Management module displays.

3. Click on Workspaces,

Validate: CSM/FSM Configurable Workspace

displays in the list.

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If the Product Catalog modules and/or Workspace is

not available in the assigned instance, please flag
this!

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Section 2 Configuration to create the work order for OMT domain

orders and order tasks.
Section 2.1 Browse and configure the decision tables.

1. The order management fulfillment process requires Work orders to be created automatically for
the decomposed product, service and resource order and order tasks for the field service
activities.
2. OMT supports design time configuration using decision tables to map product, service, and
resource specifications to work order template to create work orders for fulfillment process.

3. To view the decision table Login as System Administrator

4. Navigate to All > Decision Builder.

5. On the landing page, look for the following two decision tables used for mapping specifications and
request definitions to the work order template.

a. Work order policy for Domain Order

b. Work order policy for Order task

6. Select the Work order policy for Domain Order decision table.

Note: This decision table is used to decide which product, service, and resource
domain order requires work order for the order fulfillment process. The result
field in this case in a work order template which is used to create a work order
when a new decomposed order is created for the product, service, and resource
specification.
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The values in the decision table are configured as part of the OOTB demo data.

7. We will create a new product order for the lab exercise for Premium SD-WAN offering V2 with SD-
WAN service package v2, SD-WAN Controller, and SD-WAN Edge Device V2 product specification.
8. Change the specification values to the following values and save the updates to the decision
table.
a. Change SD-WAN Service Package to SD-WAN Service Package V2.
b. Change SD-WAN Edge Device to SD-WAN Edge Device V2.
Save the updates.

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9. Navigate back to the decision table list and select Work Order Policy for Order Task decision
table.

Note: OMT supports work orders for both domain orders and order tasks. This
decision table is used to configure conditions to create work orders for request
definitions based on which order tasks are created.

For example, if you want to create a work order for a site survey for an LLD
design order task for SD-WAN Service, we can define that in this decision
table. So, when an LLD design task is created, the SD-WAN site survey work
order is created automatically for the field service team.

10. Add the new Conditions record for LLD Creation shown below and save the update.

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• Specification: SD-WAN Service Package v2

• Domain Order Action: Add
• Request Type: LLD Creation
• WO Template: SD WAN site survey

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Section 3 Submit an Order from Workspace

Section 3.1 Create a new order via order capture UI.

1. Login as System Administrator

2. Impersonate to Mike Davis (Order Fulfilment manager)

3. Navigate to Workspaces -> CSM/FSM Configurable Workspace.

4. Navigate to Customer -> Accounts. And open the Funco Intl record.

5. On the Account form, select Create Order UI action.

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6. A pop-up window with option to choose Order Type appears. Select ‘Order a new product’ and click
on the Create action button.

1. Clicking Create loads a guided ordering flow. Fill in the details as follows –
a. Enter Account information –
i. Account = <Funco Intl> &
ii. Contact = <Sarah Johnson>.

Click on Continue.

b. A pop-up to select a location appears (if it does not, refresh the browser)
i. Click in the Locations box and select one of the locations from the list
thatappears.
ii. Once Location is added, click on Add.
iii. Notice the location getting added to the Order in the left pane.

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c. Select Products –
i. Under Product Offerings, select the Offering = <Premium SD-WAN Offering v2>
ii. Quantity = 1, remains unchanged.
iii. Click on Configure Items.

d. View product offering Hierarchy –

i. Based on the Offering selected, observe the Order Line Items
(Product Specifications) that were added
1. Validate these by navigating to the Product Offering > Catalog
Hierarchy by clicking on the info icon next to the Offering name
as shown below.
2. Once validated, switch back to the Configure products tab
to continuewith the ordering journey.

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Camp 2.0

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
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Order line-item configuration

e. For the SD-WAN Controller Order Line Item, click on the Characteristics tab –

1. Hover the mouse on the Tenancy characteristic, this makes

the preview icon visible. Click on the icon to set a value.

2. Click in the Characteristic option box, select a value and click on

Update.

f. For the SD-WAN Edge Device v2 Order Line Item, click on the Characteristics tab and update
the characteristic values if needed. For this lab scenario, you can keep the default characteristic
value.

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g. Click on the Review action button in the top right after updating the characteristic value.
1. The review page shows the Order Line Items and pricing
information.
2. Ignore the information message for the ‘Compatibility Rule.’

ii. Click on the Submit action button to submit the order.

1. A pop-up returns the
Order Number.
2. Click on View Orders to continue.

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Camp 2.0

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
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Camp 2.0

Section 5.2 View and Approve Order

1. Continue as Mike Davis, the Fulfilment Manager.

2. In the Workspace > All Customer Orders list, identify the order submitted in the
previous section and click on its number to open it.

3. On the Details tab, observe the following –

a. Account for which the Order is raised.

b. State of the Order. Is it New?

c. Version – is it 1?

d. PONR flag (Point of No Return – is it unchecked?)

e. Revision Operation – is it None?

f. Priority value (Evaluated and assigned)

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4. The Order Line Items tab shows the line items submitted as part of this Order.

5. Navigate back to the Details tab of the Order and click on the Approve action button
on the top right.

Notice the Order state changes from New to Acknowledged to In Progress.

Note: Orders can be auto-approved as well. For this lab setup we will approve the order manually.

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Camp 2.0

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© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
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Section 5.3 View the decomposed orders, order tasks, and corresponding work orders.

After Order is approved, the decomposition process kicks off and the domain orders are
created, and sub-flows required for fulfillment process are triggered to create order tasks.

1. Navigate back to the Order line items tab on the customer order form and select the
SD-WAN Service Package V2 Order line item.

2. On SD-WAN Service package V2 order line-item form, select the Product Orders tab to view the
decomposed Product Orders.

3. Select the Product Order created for SD-WAN Service Package V2.

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4. On SD-WAN Service Package V2 product order form, select Order Tasks tab to view order tasks
created. Select the Perform Order Validation task. You may need to refesh to see this Order Task
record.

5. On the Perform Order Validation order task, Select Close to close the Order Task.

6. Navigate back to Order Tasks tab of SD-WAN Service Package v2 Product Order and select the Refresh icon to see
the next task created. Select the LLD creation Order task.

7. On the LLD creation Order task, notice that a Work Order tab is created. A Work Note related to the Work
Order is created with the details.

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8. The work order is automatically created based on the decision table configuration for
the LLD creation task. Select the Work Order to view the details.

9. Select the work order to view the details. Notice that the work order is automatically
created with the following order and order task details.
a. Customer name
b. Contact
c. Location
d. Template (as per the decision table configuration)
e. Initiated from(the LLD creation task id)

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10. All the related work orders of an order task or domain order are either closed or canceled prior to the order
task and domain order closure. To view the warning message, navigate back to the LLD Creation order
task details form and select Close.

11. ServiceNow will show the error message regarding the work orders. Close the error messages.

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Note: Once the work order is created, it is managed and fulfilled in the Field service management flow
based on the type of work order and the workflows applicable to the work order.

The work order fulfillment process is not in the scope of OMT. Hence it is not covered in the lab
exercise. To proceed with the next step, we will cancel the work order to bring it to an acceptable final
stage. In an ideal scenario, the cancellation of the work order is done by FSM users. For the lab
exercise, we will continue with System Administrator credentials so that we can perform both OMT and
FSM-related tasks.

12. To cancel enter a cancellation reason to the Work Notes field and select Cancel.

13. Notice that the Work Order state has changed to Cancelled.
14. Navigate back to the Order task form and view the work notes related to the cancellation of the work order.
Select Close to close the LLD Creation Order task record.

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15. Navigate back to Order Tasks tab of the SD-WAN Service Package v2 product order and select the Refresh
icon to see the next task created. Select the Reserve Resource Order task.

16. OMT provides the option to manually create a work order for an order task and domain order. Create work order
UI action is available to all In Progress order tasks and domain orders.

Select Create work order to create a work order for the Reserve Resource order task and Select Create on
confirmation pop-up window.

17. Notice that a work order is created with the details from OMT order tasks. Make required changes to the work
order if needed as select Save.

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18. Navigate back to the Reserve Resource Order task form and Select Save. Notice that a work note is created
with the work order task.

19. Select the Work Orders tab to see the work order created and associated to the order task.

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20. Navigate back to Work Order form and cancel the work order by adding the cancellation reason in the work note field
and selecting Cancel. As mentioned earlier, the fulfillment of the work order is managed in FSM, to proceed with OMT
flow for the lab exercise, we will cancel the work order to bring it to a final state.

21. Navigate back to the Reserve resource order task and select Close.

22. Navigate back to the Order tasks tab of SD-WAN Service Package v2 product order and select
the Refresh icon to see the next task created. Select the LLD Signoff Order task.

23. On LLD Signoff order task form, select Close.

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24.Navigate back to the Product Order for SD-WAN Service Package v2 form and select
on Product orders tab to view the decomposed child product orders. Select Product
order for SD-WAN Edge Device v2.

25. On Product Order for SD-WAN Edge Device v2 form, select the Work Orders tab to view the
work orders created automatically based on the decision table configuration.

26. You can view the details of the work order created for the decomposed order and update it if needed.
You can also create the work order manually from product, service, and resource orders. The flow is
similar to that of the Order task flow we verified.

Congratulations! You have completed this lab.

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.