Customer order states

  • Release version: Australia
  • Updated October 10, 2025
  • 7 minutes to read

    • Use the State fields on the customer order management forms to determine the current processing state for the customer order and to perform certain types of customer order actions, such as canceling a customer order.

    Customer Order form states

    Use the State field on the customer order form to determine the current processing state for the order, including all of its associated line items. You can also use it to perform certain types of order actions, such as canceling an order. To learn more, see Managing post-fulfillment order changes.
    Customer order state Description
    Draft Customer order that is still in the capture stage or the manual entry of the customer order is not complete.

    The data capture phase is when an agent is capturing an order or your instance is capturing the full customer order details from an API or through Service Bridge.
    New Customer order capture process is complete and the entire order is awaiting approval by the fulfillment manager. After the customer order data capture completes, it automatically moves to the New state.
    Submitted Customer order that the order agent has submitted.
    Enrichment in progress Customer order for which the order enrichment process is in progress.
    Enrichment on hold Customer order for which the order enrichment process in on hold.
    Acknowledged Customer order that the fulfillment manager approved for fulfillment processing.
    Rejected Customer order that the fulfillment manager rejected for fulfillment processing.
    In progress Customer order that has been approved and is being actively worked on.
    Revision in progress Customer order revision that is in process but has not been approved.

    As part of the Inflight Order Change functions, when you are currently in the process of updating the customer order, it moves to this state.
    Awaiting information Customer order that is in process but awaiting receipt of information from the customer before any further fulfillment processing takes place.
    On hold Customer order that is on hold. No further fulfillment processing can take place until the hold is removed.
    Canceled Customer order that the fulfillment manager canceled. No further fulfillment processing can take place.
    Assessing cancellation As part of the Inflight Order Change functions, when a cancellation request is submitted for the customer order, it moves to this state. A cancellation request has been submitted for the customer order.
    Cancellation in progress When the cancellation request is approved, the customer order moves to this state.
    Canceled Customer order that the fulfillment manager canceled. No further fulfillment processing can take place.
    Completed All associated customer order line items are complete.
    Note:
    After your agents complete all fulfillment tasks for the entire customer order, the following actions occur:
    • The State field for the customer order is automatically set to Completed.
    • The State field for each of the individual customer order line items is set to Completed.
    Note:
    To learn more about Inflight Order Change functions and how they affect the Revision in Process, Assessing Cancellation, Cancellation in Progress, and Canceled customer order states, see the following:

    Order line item form states

    Use the State field on the order line item form to determine the current processing state for an individual customer order line item. You can also use it to perform certain types of customer order actions, such as canceling a line item.
    Customer order line item state Description
    Draft Parent customer order that is still in the data capture stage or the manual entry of the customer order is not completed.

    The data capture phase is when an agent is creating and configuring order line items or your instance is capturing full customer order details from an API or through Service Exchange. In this case, Draft is a system-assigned state. This state is assigned by the system.
    Submitted Order line item of the customer order that the order agent has submitted.
    Enrichment in progress Order line item of the customer order for which the order enrichment process is in progress.
    Enrichment on hold Order line item of the customer order for which the order enrichment process in on hold.
    New Data capture process for the parent customer order that is complete and the customer order line item is awaiting fulfillment approval by the fulfillment manager. After the customer order capture is complete, it automatically moves to the New state.
    Note:
    When you manually enter a customer order and its order line items, you can assign a Draft or New state, based on your organization's published procedures.
    Acknowledged Customer order line item that the fulfillment manager approved for fulfillment processing.
    Scheduled Order line item that has successfully passed all validations and approvals and is queued for fulfillment. At this stage, orchestration workflows can begin, ensuring that resources are allocated and tasks are sequenced correctly before actual provisioning starts. This state acts as a control point to prevent premature execution and provides visibility that the item is ready for processing.
    Rejected Customer order line item that the fulfillment manager rejected for fulfillment processing. No further fulfillment processing can take place.
    In progress Customer order line item that is still in process but not ready for fulfillment approval.
    Revision in progress Customer order line item revision that is in process but has not been approved. To learn more, see the following:
    Awaiting information Customer order line item that is in process but awaiting receipt of information from the customer before any further fulfillment processing takes place.
    On hold Customer order line item that is on hold. No further fulfillment processing can take place until the hold is removed.
    Assessing cancellation As part of the Inflight Order Change functions, when a cancellation request is submitted for the customer order line item, it moves to this state. To learn more, see the following:
    Cancellation in progress When the cancellation request is approved, the customer order line item moves to this state. To learn more, see the following:
    Canceled Customer order line item that the fulfillment manager canceled. No further fulfillment processing can take place.
    Completed Customer order line item and all associated domain orders and order tasks that are complete.
    Note:
    After your agents complete all fulfillment tasks for the entire customer order, the following actions occur:
    • The State field for the customer order is automatically set to Completed.
    • The State field for each of the individual customer order line items is set to Completed.
    Note:
    To learn more about Inflight Order Change functions and how they affect the Revision in Process, Assessing Cancellation, Cancellation in Progress, and Canceled customer order line item states, see the following:

    Product Order, Service Order, and Resource Order form states

    Use the State fields on the Product Order, Service Order, and Resource Order forms to determine the current processing state for a product order, service order, or resource order.
    State Description
    Draft New or waiting-to-start tasks that are assigned to the product, service, or resource order.
    Qualified All required prerequisite tasks that are complete. Processing for the product, service, resource order, or its associated tasks can start.
    In progress Product, service, or resource order processing that is still in progress.
    On hold Product, service, or resource order processing is on hold due to issues or inadequate information required for processing the order.
    Scheduled Product, service, or resource order that has successfully passed all validations and is queued for fulfillment
    Closed complete Product, service, or resource order processing that is completed.
    Note:
    after your agents complete all fulfillment tasks for the product, service, or resource order, the state is automatically set to Closed Complete.
    Canceled Product, service, or resource order processing that was canceled.
    Cancellation in progress Product, service, or resource order that is in the process of being cancelled.

    Order Task form states

    Use the State field on the Order Task form to determine the processing state for an order task. To learn more, see Review and close fulfillment tasks.
    Order task state Description
    Open Processing for the order task that is open and no processing is currently taking place.
    In progress Processing for the order task that is still in progress or in fulfillment.
    On hold Order task that is on hold. No further fulfillment processing can take place until the hold is removed. If you created a fallout record for it, the state of the order task changes to On Hold until the person or group that is assigned to the fallout record resolves the issue.
    Scheduled
    Awaiting information Order task that is in process but awaiting receipt of required information before any further processing takes place.
    Resolved An order task that was previously on hold due to an issue, which has now been resolved.
    Closed Complete Processing for the order task that is complete. It is a system-assigned state.
    Note:
    After your agents complete all fulfillment tasks for the order task, the state is automatically set to Closed complete.
    Canceled Processing for the order task that was canceled.
    Draft Order task that is still in the capture stage or the manual entry of the order task is not complete.