---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Close order tasks

# Review and close fulfillment tasks {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Review and update the fulfillment tasks that are associated with an order, or order orchestration plan, so that you can make sure that all tasks are properly completed.

## Before you begin

Role required: order_approver, order_viewer, sn_ind_tmt_orm.order_fulfillment_manager, or sn_ind_tmt_orm.service_order_manager (for service orders)

## About this task

If you encounter issues with resolving or completing an order task, you can create fallout records. Fallout records enable you to identify, investigate, and resolve order processing issues so that orders can continue processing
through to completion.  
When you create a manual fallout record, or an automated one is generated, the following occurs in the related order task:

* Its State field changes to On hold, with a comment on which logged-in user caused it to change.
* In the Activity section, a work order note indicates that the order task state has changed from its former state, usually In Progress, to On hold. A work order note with the message A fallout record FOnnnn has been created also appears.
{#order-mgt-customer-order-tasks__ul_w4b_ksq_bqb}

If you create a manual fallout record or an automated one is generated for order tasks, you can review and track all fallout records for a specific order. Use the Fallouts (n) tab (where n is the number of fallouts) that appears when you view the related customer or service order in the Customer Order form.{#order-mgt-customer-order-tasks__ph-fallout-tab}

To learn more about order fallout, see [Managing order fallout](https://www.servicenow.com/docs/hQ299FB25DPbA5eXTr5pqA "Order fallout occurs when an order encounters an error in its normal fulfillment flow. Learn how Fallout Management enables you to identify, investigate, and resolve order issues so that orders can be processed to completion.").

## Procedure

1. Navigate to  WorkspacesCSM/FSM Configurable Workspace .
2. Select the List icon .
3. Navigate to Order tasks.
   * To view all open order tasks, select All.
   * To view only the tasks that are assigned to you, select My order tasks.
   {#order-mgt-customer-order-tasks__choices_ilb_dcn_xgc}
4. Select the order task that you want to work on.  
   You can also directly access the task records for an order from the order orchestration UI. To learn more about accessing the UI, see [Order fulfillment](https://www.servicenow.com/docs/ZaOFIdMRMq9W8Dx2jIP6Mg "Learn about the order fulfillment process and tools available for monitoring and tracking order tasks so your teams can fulfill orders efficiently, handle exceptions in a timely manner, and drive customer satisfaction.").
5. For each order task, set the status by selecting an option from the State drop-down menu and update the work notes, as required.
6. On the Order Task form, review the order task details and update as needed.  
   For information about the field descriptions, see [Order Tasks form](https://www.servicenow.com/docs/wrI9IF6nbkbn8BGLxi6eMw "The Order Task form enables you to review and update the fulfillment tasks that are associated with the selected order.").
7. When you finish reviewing and updating the order task or encounter issues that are preventing its closure, perform one of the actions from the following table.

   | Action | Description |
   | Save the updated order task | Select Save. |
   | Delete the order task | Select Delete from the more options icon ![](). |
   | Create a fallout record | Select Create Fallout from the more options icon ![](). To learn more, see [Create a manual fallout record](https://www.servicenow.com/docs/Q~H_8xK7e16mSTqxHAs9~g "Create a fallout record manually for an order task that has a condition or issue that prevents it from being completed."). |
   |-|-|

   {#order-mgt-customer-order-tasks__choicetable_sdj_w33_bqb}

## Result

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.
* Corresponding sold products or product inventory records are created depending on the configuration.
{#order-mgt-customer-order-tasks__ul_xlz_hgl_54b}

## What to do next

Create MACD orders directly from the sold products. For more information, see [Request post-sale change orders](https://www.servicenow.com/docs/rGJctSu_rju4UxaOLn4CwA "Learn how to create orders for disconnecting, suspending, resuming products or services and changing specifications, characteristics, or service location for orders after an initial order has been fulfilled.").
**Related concepts**   

* [Configuring Order Management](https://www.servicenow.com/docs/V6Ob32wjiBt1xlYB2mvA_w "Learn how to configure the features and components that you need for customer and service order processing, depending on whether you are a provider or an enterprise customer.")
* [Order management](https://www.servicenow.com/docs/vgi5tPqIPm5dEdM156nN3Q "The Order Management application streamlines the order life cycle from capture to fulfillment. It automates decomposition, enrichment, and orchestration workflows, empowering users to accelerate delivery, reduce fallouts, and manage complex orders efficiently through a unified workspace and customer portal.")

*[\>]: and then