Request post-sale change orders
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.
Before you begin
Role required: sn_ind_tmt_orm.order_agent, sn_ind_tmt_orm.service_order_agent, or sn_ind_tmt_orm.service_order_manager
Procedure
Navigate to Workspaces > CSM/FSM Configurable Workspace .
Select the List icon
.
Navigate to Customer Orders > All or Service Orders > All to create a product or service order respectively.
Select New.
On the form, fill in the fields.
| Field | Description |
|---|---|
| Account | The customer account for which you want to create an order. |
| Consumer | The consumer for which you want to create an order. |
| Order Type | The type or order you want to create. The available options are:- Product - Service |
| Contact | The name of the contact for the order. |
| Order action | The available options include:- Change - For changing product specifications or service location. - Disconnect - For disconnecting an active product or service. - Suspend - For suspending an active product or service. - Resume - For resuming a disconnected or suspended product or service. |
| Channel partner | \(Optional\) The name of the organization selling a product or service. |
**Note:** The fields displayed on the form change depending on whether you select account or consumer.
Select Create.
The product catalog displays your available inventory which includes all the product or services that are ordered by your customer and successfully fulfilled by you.
Select Manage for a product inventory item you want to manage.
For changing order quantity, specifications, or characteristics for a product offering, perform the following steps.
On the Modify order page, review the product configurations and select Modify.
Using the product configurator, select the new product characteristics or specifications or revise quantity.
Select Update.
Order line items are created with Order line action as Change.
For disconnecting, suspending, or resuming products or services, perform the following steps.
On the Modify order page, review the details and select one of the following options from the Modify drop-down menu.
Option Description Disconnect Disconnect an active or suspended product or service. Suspend Suspend an active product or service. Resume Resume a suspended product or service. Enter suspension start and end dates for suspend requests and select Suspend.
If you do not specify a date, the suspension is effective immediately. For more information, see Suspend and resume products and services.
Review the order lines by selecting the Order Line Items tab.
Verify the order details by selecting Review & Submit.
Select Submit to place the order.
The order state changes to New and is available for approval.
Parent Topic:Managing post-fulfillment order changes
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