Disconnect product inventory records

task australia Updated Nov 6, 2026 1 min read disconnect_product_inventory_records.md

Perform the Disconnect operation on a single product inventory record that results in the creation of an order or quote on the CRM Workspace so that you can permanently disconnect a product and its services.

Before you begin

Role required: Order admin (sn_ind_tmt_orm.order_admin) or Order agent (sn_ind_tmt_orm.order_agent)

About this task

After performing the Disconnect action, a disconnect order is created and the fulfillment process for the order begins. This fulfillment flow marks the order as Complete and updates the product inventory records.

Note: For a consumer, you can disconnect one product inventory record at a time. Sign in as an order agent, open the consumer record, select Product Inventories, select an active or suspended record, and then select Disconnect.

The disconnect order includes the product's pricing values. This includes the pricing method, periodicity, price list, unit net price, one-time price, monthly and annual recurring prices, and the cumulative prices. The order reflects the pricing based on the selected price list and configuration.

Procedure

Navigate to All > CSM/FSM Configurable Workspace.
In the list view, select Customer > Accounts or Consumer.
Open the account that the product inventory belongs to.
Navigate to the Product Inventories related list and select one or more root product inventory records.

Note: You can do the Disconnect action only on one root sold product whose state is Active or Suspended, and the option is enabled only if the root product inventory with Active or Suspended states are selected and is disabled for any other state.
Select Disconnect.
In the Disconnect window, enter when you want the disconnection to start in the Start date and time field.
Add a reason for a disconnection in the Reason for disconnection field.
Select Disconnect.

Result

An order to disconnect the product inventory record is created.

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---
title: Disconnect product inventory records
description: Perform the Disconnect operation on a single product inventory record that results in the creation of an order or quote on the CRM Workspace so that you can permanently disconnect a product and its services.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/disconnect\_product\_inventory\_records.html
release: australia
topic_type: task
last_updated: "2026-11-06"
reading_time_minutes: 1
breadcrumb: [Product inventory configurations, Customer Life Cycle Management Workflows, Product data, Set up your environment, Configure, Customer Service Management]
---

# Disconnect product inventory records

Perform the **Disconnect** operation on a single product inventory record that results in the creation of an order or quote on the CRM Workspace so that you can permanently disconnect a product and its services.

## Before you begin

Role required: Order admin \(sn\_ind\_tmt\_orm.order\_admin\) or Order agent \(sn\_ind\_tmt\_orm.order\_agent\)

## About this task

After performing the **Disconnect** action, a disconnect order is created and the fulfillment process for the order begins. This fulfillment flow marks the order as **Complete** and updates the product inventory records.

**Note:** For a consumer, you can disconnect one product inventory record at a time. Sign in as an order agent, open the consumer record, select **Product Inventories**, select an active or suspended record, and then select **Disconnect**.

## Procedure

1. Navigate to **All** &gt; **CSM/FSM Configurable Workspace**.

2. In the list view, select **Customer** &gt; **Accounts or Consumer**.

3. Open the account that the product inventory belongs to.

4. Navigate to the **Product Inventories** related list and select one or more root product inventory records.

**Note:** You can do the **Disconnect** action only on one root sold product whose state is **Active** or **Suspended**, and the option is enabled only if the root product inventory with **Active** or **Suspended** states are selected and is disabled for any other state.

5. Select **Disconnect**.

6. In the Disconnect window, enter when you want the disconnection to start in the **Start date and time** field.

7. Add a reason for a disconnection in the **Reason for disconnection** field.

8. Select **Disconnect**.

## Result

An order to disconnect the product inventory record is created.