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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Configure the customer order task policy

# Configure the customer order task policy using Decision Tables {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Define conditions for automatic generation of order header tasks and top order line item tasks by adding rows to the Customer Order Task Policy in Decision Tables.

## Before you begin

Role required: admin or decision_table_admin

## About this task

The Customer Order Task Policy decision table determines which order header tasks and top order line item tasks are automatically generated, and at which stage of the order life cycle they are triggered. Each row in the table
maps a set of conditions to a subflow that creates the task.

Order header task conditions reference order-level parameters, such as account or order action. Top order line item task conditions reference parameters at the order line item level, such as product offering or order line
item action.  
For header tasks, specify the stage at which the task is generated:

* after order submission
* after order approval
* after order fulfillment
{#configure-order-task-policy__ul_p3p_k1p_jjc}

## Procedure

1. Navigate to AllDecision Builder.
2. Select the Customer Order Task Policy decision table.
3. Select Add new decision row to add a condition row.
4. In the conditions section, set the values for the fields that determine when the task is generated.  
   {#configure-order-task-policy__table-order-task-policy-fields__entry__2}

   | Field | Description |
   |-|-|
   | Triggered state | Select the order life cycle stage at which the task is generated: Submitted, Post approval, or Post fulfillment. |
   | Order action | Order action that triggers task generation, such as Add. |
   | Product offering | Product offering associated with the order line item. Applies to top order line item tasks only. |
   | Account | Customer account associated with the order. Applies to order header tasks. |
   [Table 1. Customer Order Task Policy condition fields]

   {#configure-order-task-policy__table-order-task-policy-fields}
5. In the results section, select the subflow to run when the conditions are met.  
   The subflow requires the Create Order Header Task flow action for order header tasks, or the Create Top OLI Task flow action for top order line item tasks.
6. Select Save.
{#configure-order-task-policy__steps_wxj_c1p_jjc}

## Result

The policy row is saved. When an order matches the configured conditions at the specified triggered state, the associated subflow runs and creates the order header task or top order line item task.

## What to do next

To control whether open order header tasks block order state transitions, set sn_ind_tmt_orm.block_order_appro_complet_until_tasks_complete system in AllSystem Properties.
**Related concepts**   

* [Order management](https://www.servicenow.com/docs/syJuj4_5c95HS9h75RAYnQ "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.")
* [Using Order Management](https://www.servicenow.com/docs/AbUskIGunkVOgg_yUq8~AA "ServiceNow Order Management provides a centralized platform to create and manage customer and service orders throughout their entire life cycle. It automates the complex process from order capture and enrichment through to fulfillment and closure, promoting seamless coordination between sales, operations, and technical teams.")

*[\>]: and then