Order Management reference Release version: Zurich Updated November 7, 2025 1 minute to readReference topics provide additional information about Order Management. Components installed with Order ManagementSeveral types of components are installed with activation of the Order Management plugin, including tables and user roles.Account Details formThe Accounts Details form enables you to create or review account details for a customer or for a partner.Customer and Service order details formsThe Order details forms enable you to select, review, and modify captured customer or service orders.Customer and service order line items formsThe Order Line Items form enables you to select, review, and modify the captured customer or service order line items.Order Tasks formThe Order Task form enables you to review and update the fulfillment tasks that are associated with the selected order.Order Characteristics formThe Order Characteristics form enables you to review and modify order characteristics for a customer or service order.Customer order statesUse 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.Service order statesUse the State fields on the Order Management forms to determine the current processing state for the service order and to perform certain types of order actions, such as canceling an external service order.Create records from inbound queue table async formThe Create records from inbound queue table async scheduled job form enables you to configure a scheduled job for asynchronous order processing.Inbound request statesAn inbound request transitions through a series of states as ServiceNow AI Platform processes the asynchronous order received via an API.Domain order formsThe domain order forms enable you to review and modify the domain product orders, service orders, and resource orders for a selected customer or service order.Components installed Fallout ManagementSeveral types of components are installed with activation of the Fallout Management plugin, including tables and user roles.Fallout Management data modelManage and fix the processing issues that occur during the fulfillment of a customer or service order. With Fallout Management, you can identify the order processing exceptions and create a fallout record to investigate and resolve the underlying processing issue. Fallout Management enables a customer or service order to continue until it's completed. Fallout form fieldsThe Fallout form enables you to manually create, review, and modify the order fallout records.Jeopardy Management roles and personasLearn more about how the roles and personas in Order Management may change by adopting Jeopardy Management.Domain separation and Order ManagementDomain separation is supported for Order Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Order Management reference Release version: Zurich Updated November 7, 2025 1 minute to readReference topics provide additional information about Order Management. Components installed with Order ManagementSeveral types of components are installed with activation of the Order Management plugin, including tables and user roles.Account Details formThe Accounts Details form enables you to create or review account details for a customer or for a partner.Customer and Service order details formsThe Order details forms enable you to select, review, and modify captured customer or service orders.Customer and service order line items formsThe Order Line Items form enables you to select, review, and modify the captured customer or service order line items.Order Tasks formThe Order Task form enables you to review and update the fulfillment tasks that are associated with the selected order.Order Characteristics formThe Order Characteristics form enables you to review and modify order characteristics for a customer or service order.Customer order statesUse 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.Service order statesUse the State fields on the Order Management forms to determine the current processing state for the service order and to perform certain types of order actions, such as canceling an external service order.Create records from inbound queue table async formThe Create records from inbound queue table async scheduled job form enables you to configure a scheduled job for asynchronous order processing.Inbound request statesAn inbound request transitions through a series of states as ServiceNow AI Platform processes the asynchronous order received via an API.Domain order formsThe domain order forms enable you to review and modify the domain product orders, service orders, and resource orders for a selected customer or service order.Components installed Fallout ManagementSeveral types of components are installed with activation of the Fallout Management plugin, including tables and user roles.Fallout Management data modelManage and fix the processing issues that occur during the fulfillment of a customer or service order. With Fallout Management, you can identify the order processing exceptions and create a fallout record to investigate and resolve the underlying processing issue. Fallout Management enables a customer or service order to continue until it's completed. Fallout form fieldsThe Fallout form enables you to manually create, review, and modify the order fallout records.Jeopardy Management roles and personasLearn more about how the roles and personas in Order Management may change by adopting Jeopardy Management.Domain separation and Order ManagementDomain separation is supported for Order Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.