Hi Molayd - changed my mind, and decided to address your comments in "comments", lol:

 

Yes - in some cases, the actual work to fix, is outside of ServiceNow platform and the fallout management resolution work to fix the blocking issue will be manually work behind the scenes.  SN fallout management captures the fallout issue, for “track and manage fallout to resolution” purposes. Of course, there could be other ServiceNow products involved in the resolution path - TNI for example - OMT integrated with TNI for "design and assign" circuit layout record and the issue to be fixed is that the status of an inventoried circuit or equipment is invalid due to some data integrity issue - someone forgot to update it!

 

The FM, if the same person as the actual issue fixer", can if have the permission "role" of fulfillment agent, can directly update the order task to "closed complete". In most cases, it’s a separation of duty.

 

Whichever fallout resolution process path is followed; the fallout manager role is responsible for updating the fallout record’s state. The Fulfillment agent role is responsible for updating the order task state.

 

The fulfillment manager or agent can “close complete” the order task with the fallout record status still “open”. But they will see in OMT a message saying the fallout record is still open: “The Order task OMTTASK00000xxx” has open fallouts update this record?” The agent decides to update it anyway from “hold” to “closed complete”. The message is a good warning or reminder that perhaps the fulfillment manager should double check with the fallout manager before proceeding to update the order task, again, separation of duty.

 

Of course, it would be a best practice to for the person working the issue if it’s not the actual FM to send a work note in the fallout record to the fallout manager that the issue blocking was resolved in the field so the fallout manager can mark the fallout record as “closed complete”.

 

In my opinion, based on separation of duties and accountability best practices – If I was the fulfillment agent, I would wait for the fallout record state change to “close complete” by the FM and review any fallout records work notes updated by the fallout manager before I would as the fulfillment agent accountable change the order task from “hold” to “close complete” 😊