Approve or reject a service order for fulfillment

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

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

    Before you begin

    Role required: sn_ind_tmt_orm.service_order_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 > Service Order Management > Workspace > Configurable Workspace Home.
      Note:
      If you aren't 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 Service Order Manager or Service Order Agent role, the Service Order Management workspace appears. If the Service Order Management workspace doesn't appear, do the following actions:
      1. From the Configuration Workspace Lists icon , click Service Orders.
      2. Do one of the following:
        • To view all service orders, click All.
        • To view only open, unfulfilled service orders, click Open.
        Note:
        To learn more about creating or updating service order details, see Creating orders in Order Management.
      3. Select the service order that you want to review, verify, and approve:
        • To refresh the form, click the refresh icon .
        • To filter existing service orders, click the filter icon .
    2. Select the service order to review by clicking the appropriate tile.
    3. On the Customer Order form, review the order number, account, and contact information for the selected service order.
    4. To approve or reject fulfillment of a service 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.