Order Management reference

Reference topics provide additional information about Order Management.

• Components installed with Order Management
  Several types of components are installed with activation of the Order Management plugin, including tables and user roles.
• Account Details form
  The Accounts Details form enables you to create or review account details for a customer or for a partner.
• Customer and Service order details forms
  The Order details forms enable you to select, review, and modify captured customer or service orders.
• Customer and service order line items forms
  The Order Line Items form enables you to select, review, and modify the captured customer or service order line items.
• Order Tasks form
  The Order Task form enables you to review and update the fulfillment tasks that are associated with the selected order.
• Order Characteristics form
  The Order Characteristics form enables you to review and modify order characteristics for a customer or service order.
• Customer order states
  Use the State fields on the customer order management forms to determine the current processing state for the customer order and to perform certain types of customer order actions, such as canceling a customer order.
• Service order states
  Use the State fields on the Order Management forms to determine the current processing state for the service order and to perform certain types of order actions, such as canceling an external service order.
• Create records from inbound queue table async form
  The Create records from inbound queue table async scheduled job form enables you to configure a scheduled job for asynchronous order processing.
• Inbound request states
  An inbound request transitions through a series of states as ServiceNow AI Platform processes the asynchronous order received via an API.
• Domain order forms
  The domain order forms enable you to review and modify the domain product orders, service orders, and resource orders for a selected customer or service order.
• Components installed Fallout Management
  Several types of components are installed with activation of the Fallout Management plugin, including tables and user roles.
• Fallout Management data model
  Manage and fix the processing issues that occur during the fulfillment of a customer or service order. With Fallout Management, you can identify the order processing exceptions and create a fallout record to investigate and resolve the underlying processing issue. Fallout Management enables a customer or service order to continue until it's completed.
• Fallout form fields
  The Fallout form enables you to manually create, review, and modify the order fallout records.
• Jeopardy Management roles and personas
  Learn more about how the roles and personas in Order Management may change by adopting Jeopardy Management.
• Domain separation and Order Management
  Domain separation is supported for Order Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Parent Topic:Sales Customer Relationship Management reference