Using the order orchestration UI

  • Release version: Zurich
  • Updated October 9, 2025
  • 2 minutes to read
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    Summary of Using the order orchestration UI

    The order orchestration user interface (UI) in ServiceNow enables order fulfillment managers and agents to efficiently manage and track the complete lifecycle of customer orders. It provides a centralized command center to oversee all tasks required to fulfill orders, including viewing the entire order hierarchy, statuses of decomposed domain orders, order line items, and associated order tasks.

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    Key Features

    • Hierarchical Visualization: Displays a clear, pictorial hierarchy of order line items, domain orders, and order tasks for a selected order, order line item, or domain order.
    • Dependency Tracking: Shows dependencies between domain orders and order tasks, helping identify the fulfillment sequence.
    • Status Monitoring: Provides real-time states of all related order components to track progress and identify any delays or fallouts.
    • Issue Resolution: Facilitates review and resolution of issues within order tasks and domain orders directly from the UI to maintain fulfillment timelines.
    • Access Points: The UI can be accessed from the Order Details page under the Order breakdowns section or from the Order Orchestration tab within individual order line items.

    Fulfilling Multi-site Orders

    The order orchestration UI is particularly valuable for managing complex, multi-site orders involving multiple products and locations. For example, a customer ordering SD-WAN service packages for several sites will have multiple order line items per location, including packages, controllers, edges, and optional security products.

    ServiceNow’s Order Management application decomposes such orders into multiple domain orders, each with its own fulfillment flow and tasks. To meet promised delivery dates, all domain orders and tasks must be completed and any issues resolved promptly.

    Practical Benefits for ServiceNow Customers

    • Gain comprehensive visibility into all components of an order and their interdependencies.
    • Effectively manage and track fulfillment progress across multiple sites and products.
    • Identify and address fulfillment bottlenecks or errors early to avoid delays.
    • Simplify complex order management by using a unified interface designed for end-to-end orchestration.

    By using the order orchestration user interface (UI), you can make sure that you do all the tasks that are required to fulfill your customer orders. You can also view the complete order hierarchy, the status of the associated decomposed orders, the order line items, and the order tasks.

    As an order fulfillment manager or agent, the order orchestration UI is your command center for managing the end-to-end fulfillment process. Use the order orchestration UI to track all domain orders and order tasks for an order, order line item, or domain order. You can also use the UI to review and resolve any issues for related order tasks and domain orders.

    Accessing the UI

    You can access the order orchestration UI in the following two ways:

    • From the Order Details page: Go to the Order breakdowns section and select View order orchestration.

    • From individual order lines: Open an order line item, then navigate to the Order Orchestration tab.

    Use the order orchestration UI to see:
    • A pictorial representation that shows the hierarchy of all order line items, domain orders, and order tasks for an order, order line item, or a domain order.
    • The dependencies between the domain orders and order tasks.
    • The current state of the associated order line items, domain orders, and order tasks within the hierarchy.
    The following image shows the order orchestration UI:
    Figure 1. Order orchestration UI
    Infographic showing order orchestration tab view of a order. For text description, refer to using order orchestration UI for fulfillment section.
    By using the order orchestration UI, you can perform the following actions:
    • View a hierarchical visual representation of all order line items, domain orders, and order tasks for the selected order.
    • Open a node in the hierarchy and view the additional details.
    • Determine the current state of the associated order line items, domain orders, and order tasks.
    • Identify any order delays or fallouts in the order fulfillment process, and resolve them on time.

    Fulfilling multi-site orders

    The order orchestration UI is especially helpful when you fulfill customer orders that involve multiple products that are fulfilled at multiple locations. For example, a customer orders the SD-WAN Service Package for their San Jose, San Diego, Denver, and Dallas locations. That means that there’s a minimum of three order line items for each of the four locations:
    • One line item for the SD-WAN Service Package
    • One line item for the SD-WAN Controller product
    • One line item for the SD-WAN Edge product
    If the same customer also orders an optional SD-WAN Security product for each location, there would be an extra four order line items. That is, there's one order line item for each of the four locations (San Jose, San Diego, Denver, and Dallas).

    To initiate the fulfillment process for a multi-site order, the Order Management application decomposes the order into multiple domain orders for fulfillment. The domain orders are the product, service, and resource orders that are generated during decomposition. Each decomposed order has a corresponding fulfillment flow with several order tasks. To fulfill an order by the delivery dates that you promise to your customer, you must complete all the related domain orders and resolve all the related order tasks on time.