---
sourceDocument: Xanadu Sales Customer Relationship Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/order-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Review a fallout record

# Review a fallout record {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Review a fallout record to make sure that the detailed information is correct and complete.

## Before you begin

Role required: sn_fallout_mgmt.fallout_manager, sn_fallout_mgmt.fallout_agent

## About this task

You select fallout records to review in CSM Configurable Workspace. You can also review and track all
fallout records for a specific order by using the Fallouts (n) icon where n is the number of fallouts. This icon appears when you view the related fallout record.

## Procedure

1. Navigate to AllFallout ManagementWorkspaceConfigurable Workspace Home.  
   Note:  
   If you are not currently using configurable workspaces, navigate by using the following path:

   Workspace ExperienceWorkspacesAgent Workspace Home.

   To learn more about migrating to configurable workspaces, see [Migrate to Configurable Workspace](https://www.servicenow.com/docs/access?context=migrate-to-configurable-workspace&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US)  
   If you have an assigned Fallout Manager or Fallout Agent role, the Fallout Management workspace appears. If the Fallout Management workspace does not appear, do the following actions:
   1. From the Configurable Workspace Lists icon (![Lists icon.]()), click Fallouts.
   2. Do one of the following actions:
      * To view all fallout records, click All.
      * To view only those fallout records that are assigned to you, click My Fallouts.

      {#select-order-fallout-records-review__ul_n5p_wbr_ytb}  
      Note:  
      To learn more about creating or updating fallout details, see [Update a fallout record](https://servicenow-prod.fluidtopics.net/mYxsK5ht4TvrO9ew9dCJ2g#review-update-selected-order-fallout-records "Review the detailed information for a selected fallout record to verify that the information is correct and complete. You can change the fallout type, state, or priority. You can even assign it to a specific person to follow up on.").
   3. Select the fallout record that you want to review:
      * To refresh the form, click the refresh (![Refresh icon.]()) icon.
      * To filter existing service orders, click the filter (![Filter icon.]()) icon.
      {#select-order-fallout-records-review__ul_vvl_hfg_mrb}
   {#select-order-fallout-records-review__ol_uvl_hfg_mrb} {#select-order-fallout-records-review__step-fallout-mgt-nav-path}
{#select-order-fallout-records-review__step-fallout-mgt-nav-path}
2. In the Fallout Management workspace, select the fallout record to review by selecting the appropriate tile.  
   For information about field descriptions, see the Fallout workspace fields section in .
{#select-order-fallout-records-review__steps_qnd_vw5_t4b}

## Update a fallout record {#ariaid-title2}

Review the detailed information for a selected fallout record to verify
that the information is correct and complete. You can change the fallout
type, state, or priority. You can even assign it to a specific person to follow up on.

### Before you begin

Role required: sn_fallout_mgmt.fallout_manager, sn_fallout_mgmt.fallout_agent

### About this task

If you have a fallout agent role, you can change the state of the fallout records,
create work notes in them, or assign them to other users.

### Procedure

1. On the form, review the fallout record that you selected.  
   For information about the field descriptions, see the Fallout form fields section in .
2. In the Details pane, review the details of the fallout record:  
   * To show the Details pane in the full screen, click the show form in full screen icon (![Show form in full screen icon.]()).
   * To show the Details, Compose, Activity, and Attachments panes, click the show form and activity icon (![Show form and activity icon.]()) (default).
   * To show the Activity pane in the full screen, click the show activity in full screen icon (![Show activity in full screen icon.]()).
   {#review-update-selected-order-fallout-records__ul_ikf_tsj_54b}
3. Select Save.
{#review-update-selected-order-fallout-records__steps_qnd_vw5_t4b}

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