Approving and fulfilling service orders

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Approving and fulfilling service orders

    This guide explains how organizations can manage post-approval fulfillment of service orders using the ServiceNow platform. It outlines the responsibilities of service order managers and order fulfillment agents in approving, reviewing, and completing service orders to ensure accurate fulfillment of customer requests.

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    Key Processes and Roles

    • Approval of Service Orders: Service order managers review service orders and either approve or reject them for fulfillment. Approval enables sold product creation and order decomposition, while rejection requires further investigation.
    • Review of Associated Orders: Managers examine domain service orders and resource orders linked to approved service orders, ensuring specifications and details are accurate.
    • Orchestration Plan UI: The service order manager uses this interface to monitor the orchestration state, hierarchy, and progress of service orders, domain orders, and order tasks during fulfillment.
    • Fulfillment Task Management: Order fulfillment agents perform the necessary tasks to complete the approved service orders, marking tasks as complete and managing any incomplete tasks.
    • Handling Order Fallout: If tasks cannot be completed, order fallout records are created. Fulfillment or service managers review these records, investigate issues, and reassign tasks as needed to resolve fulfillment problems.

    Benefits for ServiceNow Customers

    • Provides a clear, structured workflow for post-approval fulfillment activities, improving accuracy and efficiency.
    • Ensures accountability by defining specific roles for approval, review, and task completion.
    • Enables proactive monitoring and management of fulfillment progress through the Orchestration Plan UI.
    • Facilitates resolution of fulfillment issues via order fallout management, reducing delays and errors.

    Learn how your organization can perform post-approval service order fulfillment. By using this application, you can ensure that your service orders are fulfilled correctly.

    Your service order manager and order fulfillment agent must do the approval and fulfillment tasks that are described in the following table.

    Table 1. Post-approval service order processing tasks
    Task Description
    Review a service order and approve or reject it for fulfillment. A service order manager approves or rejects a service order for fulfillment. If it's approved, the sold product and order decomposition processing can take place. If it's rejected, more investigation is needed. To learn more, see:
    Review the service specifications and domain service orders that are associated with the approved service order. A service order manager reviews the domain service orders that were generated for the service order line item. To learn more, see:
    Use the Orchestration Plan UI to review the domain orders and order tasks that are associated with the approved service order. A service order manager reviews the orchestration state and hierarchical structure for a selected service order, its associated order line items, domain orders, and order tasks. By using the Orchestration Plan UI, the service order manager can see how much progress has occurred in the fulfillment process.

    To learn more, see Order fulfillment.
    Review and update the fulfillment tasks that are associated with a service order. An order fulfillment or service order agent does the tasks that are required for post-approval customer order fulfillment, including marking the order tasks as complete. The order fulfillment or service manager then creates the order fallout records for the order tasks that can't be completed.
    To learn more, see:
    Follow up on the tasks that couldn't be completed by examining the order fallout records and reassigning them for more investigation. An order fulfillment or service manager reviews the tasks that couldn't be completed in the order fallout records, and reassigns the order tasks to fulfillment agents for investigation and resolution.

    To learn more, see, Review a fallout record.