Order Tasks form
Summarize
Summary of Order Tasks form
The Order Task form in ServiceNow enables you to review and update fulfillment tasks linked to a specific order. It provides detailed information about each task, including its status, priority, assignment, and related notes, helping you manage and track order fulfillment efficiently.
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Key Features
- Task Identification: Each task has a system-assigned unique ID starting with the prefix TASK.
- Customer and Order Details: Displays the customer account name, primary contact, associated order line item, and parent product or service order.
- Task State Management: Multiple states track task progress, such as Open, In Progress, On Hold, Scheduled, Awaiting Information, Resolved, Closed Complete (automatic upon fulfillment completion), Canceled, and Draft.
- Priority Levels: Tasks can be prioritized from None to Critical, allowing you to focus on urgent tasks first.
- Assignment Controls: Assign tasks to specific groups or individual agents to streamline responsibility and workflow.
- Descriptions and Comments: Fields for both customer-visible comments and private work notes support clear communication and documentation.
- Activity Stream: Provides a chronological view of all processing activities on the task, with filtering, searching, and sorting capabilities to track progress and changes effectively.
- Attachments: Allows adding files directly to the order task to support documentation and information sharing.
Key Outcomes
Using the Order Task form, ServiceNow customers can efficiently monitor and manage all aspects of order fulfillment tasks. The form’s comprehensive fields and controls enable clear tracking of task status, priority, and ownership, improving coordination among agents and ensuring timely completion. The activity stream and attachment features enhance transparency and communication, while system-driven state changes help maintain accurate task progress without manual intervention.
The Order Task form enables you to review and update the fulfillment tasks that are associated with the selected order.
| Field | Description |
|---|---|
| Number | System-assigned ID for the task, starting with a prefix of TASK. |
| Account | Name of the customer account. |
| Primary contact | Primary contact for the customer account. |
| Order line item | Order line item associated with the order task. |
| Parent | Parent product, service, or resource order associated with the order task. |
| Short Description | Short description of the order task. |
| State | Current state for the order task. To view a listing of selections, select the down arrow  icon:
|
| Priority | The priority of the order task. Options include:
|
| Assignment group | The group of agents to which you want to assign the order task. |
| Assigned to | Name of the agent who should be assigned to the order task. |
| Short description | Optional description for the order task. |
| Additional comments (Customer visible) | Free-form work order text that your customers can view. |
| Work notes (Private) | Free-form private work note text for the product order. This work note text is for internal purposes only, and the customer can't see it. Enter the work note text, and then select Post Work notes. |
| Activity | Activity stream section for viewing all processing activities that have taken
place for the selected order task. It includes a message that indicates that the
order has been approved for processing and fulfillment.To expand, collapse, or filter by activity stream:
|
| Attachments | File attachments for the order task. Select Select file to add the file as an attachment. |
to filter by post types, field changes, or flagged items.
to search the required information in the activity stream.