Review and update the service order fulfillment tasks

Review and update the fulfillment tasks that are associated with a service 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.service_order_manager

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.

If you create a manual fallout record or an automated one is generated for the order tasks, you can easily 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.

To learn more about order fallout, see Managing order fallout.

Procedure

1. Navigate to All > Customer Order Management > Workspace > Configurable Workspace Home.
2. From the Configurable Workspace Lists tab , select Order Tasks.
   1. Do one the following options:
      • To view all open order tasks, select All.
      • To view only the tasks that are assigned to you, select My Tasks.
   2. Select the order task that you want to work on.

   Note:

   You can also directly access the task records for an order from the Orchestration Plan UI. To learn more, see Review an order orchestration plan.
3. For each order task, set the status and update the work notes, as required.
4. On the form, review the order task details and update as needed.

   For information about the field descriptions, see Order Tasks form.

5. When you finish reviewing and updating the order task, or encounter issues preventing its closure, do one of the actions in the following table.

   Action	Description
   Save the updated order task	Select Save.
   Delete the order task	Select the options icon next to the Save button, and then select Delete.
   Create a fallout record	Select the options icon next to the Save button, and then select Create Fallout. To learn more, see Create a manual fallout record.

Result

After your agents complete all fulfillment tasks for the entire service 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.