Reviewing service orders for fulfillment

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Learn how your order fulfillment manager can review service orders for fulfillment by using the Order Management application. With this application, you can make sure that your service orders are fulfilled correctly.

    Service order review and approval tasks

    After the ServiceNow AI Platform captures a service order, the service order manager selects and verifies the order, line items, and characteristics data, and then approves or rejects it. Learn how this process triggers the order fulfillment flow and creates the required tasks to fulfill the service order.

    Table 1. Service order review and approval tasks
    Task Description
    1. Select a telecommunications service order. Review the account, contact, and date details to make sure it is correct and complete. You can also revise or request a cancellation of the service order.
    2. Review the service order line items. For each order line item, make sure that the Location field is properly populated in each service order line item.
    3. Review and update contact information for the service order line item. Ensure all associated customer contact information is correct for the selected service order line.
    4. Review the product specifications that are associated with the service order line item. Update the customer line item as needed. A product specification is a template that you can use to define, at a functional level, a product that a provider sells to the customer.
    5. Review order characteristics for the service order line item. Ensure that the customer's selections are correct.
    6. After you're satisfied that all order details are correct, approve the service order for fulfillment processing. In the service order form, click Approve.
    Note:
    If you and your enterprise customer are using Service Exchange, a message appears that states the customer's instance has been updated accordingly.

    Only service order managers with an assigned [sn_ind_tmt_orm.service_order_manager] role can approve service orders.
    7. Perform the tasks required for post-approval service order fulfillment. Ensure that the service order is properly fulfilled.