Disconnecting sold products
Disconnect sold products to create a disconnect order on the CRM Workspace.
Disconnect single or multiple root sold products at the same time, to improve agent efficiency.
| Task | Description |
|---|---|
| Disconnect a single sold product | Disconnect a single sold product |
| Disconnect multiple sold products | Disconnect multiple sold products |
Disconnect a single sold product
Disconnect a sold product in the CRM Workspace so that you can permanently disconnect a product and its services.
About this task
After an order is created on the order form and is marked Complete, a flow is triggered. This flow enables you to disconnect a sold product and its services after fulfillment.
Before you begin
Role required: sn_ind_tmt_orm.order_admin or sn_ind_tmt_orm.order_agent
Procedure
-
Navigate to All > CSM/FSM Configurable Workspace.
-
In the list view, select Customer > Accounts.
-
Open the account that the sold product belongs to.
-
From the Sold Products related list, select the sold product that you want to disconnect.
Note: You can do the Disconnect action only on one root sold product whose state is Active and has a product offering without a specification that is associated with it. The option isn't visible if you select a child sold product.
-
Select Disconnect.
-
In the Disconnect sold product pop-up window, enter when you want the disconnection to start in the Start date and time field.
Enter the reason why you want to disconnect the product in the Reason for disconnection field.
-
Select Submit.
Result
An order for a disconnection is created. After the order is fulfilled, the sold product is moved to the Inactive state.
Disconnect multiple sold products
Create an order to disconnect multiple sold products and their hierarchy on the CRM Workspace.
Before you begin
Role required: sn_ind_tmt_orm.order_admin or sn_ind_tmt_orm.order_agent
About this task
After an order is created and marked Complete, the order to sold product flow is triggered after fulfillment. This flow creates sold products on the sold product table (sn_install_base_sold_product).
Procedure
-
Navigate to All > CSM/FSM Configurable Workspace..
-
In the list view, select Customer > Accounts.
-
Open the account that the sold products belong to.
-
In the Sold Products related list, select the sold products that you want to disconnect.
Note: You can do a Disconnect action only on the root sold product with a product offering only if it is in the Active state. The Disconnect option is disabled if you select a child-sold product.
-
Select Disconnect.
-
In the disconnect sold products window, in the Start date and time field, enter when you want to disconnect the sold products.
-
Add a reason for a suspension in the Reason for disconnection field.
-
Select Disconnect.
Result
An order for disconnecting the sold products is created, while order line items are created in an aysnchronized manner.
---
title: Disconnecting sold products
description: Disconnect sold products to create a disconnect order on the CRM Workspace.Disconnect a sold product in the CRM Workspace so that you can permanently disconnect a product and its services.Create an order to disconnect multiple sold products and their hierarchy on the CRM Workspace.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/disconnecting\_sold\_products.html
release: australia
topic_type: concept
last_updated: "2026-11-06"
reading_time_minutes: 2
breadcrumb: [Customer Life Cycle Management Workflows, Product data, Set up your environment, Configure, Customer Service Management]
---
# Disconnecting sold products
Disconnect sold products to create a disconnect order on the CRM Workspace.
Disconnect single or multiple root sold products at the same time, to improve agent efficiency.
|Task|Description|
|----|-----------|
|Disconnect a single sold product|[Disconnect a single sold product](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/disconnecting_sold_products.md)|
|Disconnect multiple sold products|[Disconnect multiple sold products](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/disconnecting_sold_products.md)|
## Disconnect a single sold product
Disconnect a sold product in the CRM Workspace so that you can permanently disconnect a product and its services.
### About this task
After an order is created on the order form and is marked **Complete**, a flow is triggered. This flow enables you to disconnect a sold product and its services after fulfillment.
### Before you begin
Role required: sn\_ind\_tmt\_orm.order\_admin or sn\_ind\_tmt\_orm.order\_agent
### Procedure
1. Navigate to **All** > **CSM/FSM Configurable Workspace**.
2. In the list view, select **Customer** > **Accounts**.
3. Open the account that the sold product belongs to.
4. From the Sold Products related list, select the sold product that you want to disconnect.
**Note:** You can do the **Disconnect** action only on one root sold product whose state is **Active** and has a product offering without a specification that is associated with it. The option isn't visible if you select a child sold product.
5. Select **Disconnect**.
6. In the Disconnect sold product pop-up window, enter when you want the disconnection to start in the **Start date and time** field.
Enter the reason why you want to disconnect the product in the **Reason for disconnection** field.
7. Select **Submit**.
### Result
An order for a disconnection is created. After the order is fulfilled, the sold product is moved to the **Inactive** state.
## Disconnect multiple sold products
Create an order to disconnect multiple sold products and their hierarchy on the CRM Workspace.
### Before you begin
Role required: sn\_ind\_tmt\_orm.order\_admin or sn\_ind\_tmt\_orm.order\_agent
### About this task
After an order is created and marked **Complete**, the order to sold product flow is triggered after fulfillment. This flow creates sold products on the sold product table \(sn\_install\_base\_sold\_product\).
### Procedure
1. Navigate to **All** > **CSM/FSM Configurable Workspace.**.
2. In the list view, select **Customer** > **Accounts**.
3. Open the account that the sold products belong to.
4. In the Sold Products related list, select the sold products that you want to disconnect.
**Note:** You can do a **Disconnect** action only on the root sold product with a product offering only if it is in the **Active** state. The **Disconnect** option is disabled if you select a child-sold product.
5. Select **Disconnect**.
6. In the disconnect sold products window, in the **Start date and time** field, enter when you want to disconnect the sold products.
7. Add a reason for a suspension in the **Reason for disconnection** field.
8. Select **Disconnect**.
### Result
An order for disconnecting the sold products is created, while order line items are created in an aysnchronized manner.
| title | Disconnecting sold products |
| description | Disconnect sold products to create a disconnect order on the CRM Workspace.Disconnect a sold product in the CRM Workspace so that you can permanently disconnect a product and its services.Create an order to disconnect multiple sold products and their hierarchy on the CRM Workspace. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/disconnecting\_sold\_products.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-11-06 |
| reading_time_minutes | 2 |
| breadcrumb | Customer Life Cycle Management WorkflowsProduct dataSet up your environmentConfigureCustomer Service Management |