Order Tasks form
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Summary of Order Tasks form
The Order Task form in ServiceNow allows agents to review and update fulfillment tasks linked to a specific order. It consolidates key information and controls necessary for managing the lifecycle of order tasks, ensuring efficient processing and communication with customers.
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Key Features
- Identification Fields: Includes a system-assigned task number, customer account name, primary contact, and associated order line item and parent order details.
- State Management: Displays the current state of the order task with clear statuses such as Open, In Progress, On Hold, Scheduled, Awaiting Information, Resolved, Closed Complete, Canceled, and Draft. The form automatically sets the state to Closed Complete once all fulfillment tasks are finished.
- Priority and Assignment: Lets agents set task priority ranging from Critical to Planning, assign the task to a specific group or individual, and add optional short descriptions for clarity.
- Customer and Internal Communication: Provides fields for customer-visible comments and private work notes for internal collaboration. Work notes are posted and tracked separately from customer comments.
- Activity Stream: Shows a comprehensive log of all processing activities related to the order task, including approval messages. It supports filtering, searching, and sorting to help agents quickly find relevant updates.
- Attachments: Enables adding files directly to the order task to support fulfillment or documentation needs.
Practical Benefits for ServiceNow Customers
- Centralizes task management for order fulfillment, improving visibility and control over each step.
- Supports clear communication both with customers and internally among agents via dedicated comment fields.
- Facilitates prioritization and assignment to ensure timely and efficient task completion.
- Provides a detailed activity history to track progress and troubleshoot delays or issues.
- Automatically updates task status upon completion, reducing manual overhead.
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. The available options are:
|
| 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.