Approve or reject a customer order for fulfillment

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Select a customer order, and review the account, contact, pricing, and date details to make sure that the order is correct and complete. If you're an order fulfillment manager, can approve or reject a customer order with a New state for fulfillment.

    Before you begin

    Role required: sn_ind_tmt_orm.order_fulfillment_manager

    About this task

    Note:
    If the following error message appears in the San Diego release or above after approving an order, it indicates that a required upgrade script was not run. 
    Some of the OMT tables need reparenting. Please contact administrator to execute the reparenting script.
    The Post Upgrade Script performs required order management table reparenting and column promotion. If the script hasn't been run, the order decomposition and order fulfillment functions won't function as designed until your system administrator runs it. To learn more, see Restructured Order Management tables.

    Procedure

    1. Navigate to All > Customer Order Management > Workspace > Configurable Workspace Home.
      Note:
      If you aren't currently using configurable workspaces, navigate by using the following path:

      Workspace Experience > Workspaces > Agent Workspace Home.

      To learn more about migrating to configurable workspaces, see Migrate to Configurable Workspace.

      If you have an assigned order fulfillment manager or order fulfillment agent role, the Customer Order Management workspace appears. If the Customer Order Management workspace doesn't appear, do the following actions:

      1. From the Configurable Workspace Lists icon , click Customer Orders.
      2. Do one of the following actions:
        • To view all customer orders, click All.
        • To view only open, unfulfilled customer orders, click Open.
      3. Select the customer order that you want to review, verify, approve, or fulfill:
        • To refresh the form, click the refresh icon .
        • To filter existing customer orders, click the filter icon .
    2. To select the customer order that you want to review, click the appropriate tile in the Customer Order Management workspace.
    3. On the Customer Order form, review the order number, account, and contact information for the selected customer order.

      For information about the field descriptions, see the Customer Orders form fields section in Customer and Service order details forms.

    4. To approve or reject fulfillment of a customer order in a New state, perform one of the following actions.
      ActionDescription
      Approve a customer or service order for fulfillment In the Customer Order form, do the following actions:
      1. Click Approve.
      2. Click Save.
      When you approve an order for fulfillment, the following actions take place:
      • The State field changes to In Progress.
      • The Revision Operation field is set to None.
      Note:
      You must have an sn_ind_tmt_orm.order_fulfillment_manager role.
      Reject a customer or service order for fulfillment In the Customer Order form, do the following actions:
      1. Click Reject.
      2. Click Save.
      When you reject an order for fulfillment, the following actions take place:
      • The State field changes to In Rejected.
      • The Revision Operation field is set to None.
      Note:
      You must have an sn_ind_tmt_orm.order_fulfillment_manager role. You can approve an order that you previously rejected.