Fallout form fields

  • Release version: Zurich
  • Updated October 13, 2025
  • 2 minutes to read
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    Summary of Fallout form fields

    The Fallout form in ServiceNow enables users to manually create, review, and modify order fallout records, which track issues or failures related to order processing. This form is essential for managing disruptions such as billing disputes, inventory shortages, or provisioning failures, ensuring that each fallout is documented and addressed systematically.

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    Key Features

    • Number: A unique system-assigned identifier for each fallout record, prefixed with FO.
    • Fallout Type: Categorizes the fallout into types like Billing Issue, Inventory Allocation Failure, or Provisioning Failure. Additional types can be created to suit enterprise needs.
    • Related Order Task and Order Line Item: Links the fallout record to the specific order task and customer or service order line item it originated from, providing traceability.
    • State: Represents the current processing status of the fallout (e.g., Open, In Progress, On Hold, Awaiting Information, Resolved, Closed Complete, or Canceled). This helps manage workflow and escalation.
    • Priority: Assigns a level of urgency to the fallout, ranging from 1-Critical (immediate attention required) to 5-Planning (created for planning purposes), aiding prioritization.
    • Assignment Group and Assigned To: Identifies the responsible group and individual assigned to resolve the fallout, facilitating accountability and task management.
    • Short Description: Provides a brief summary of the fallout task for quick reference.
    • Work Notes (Private): Allows internal, private notes to be recorded by agents, which are not visible to customers, supporting internal communication.
    • Attachments: Enables adding files to the fallout record, which can include supporting documents or evidence related to the fallout.

    Practical Use for ServiceNow Customers

    Using the Fallout form, customers can efficiently track and manage order-related issues through a structured process. The fields enable clear identification, prioritization, and assignment of fallout records, supporting timely resolution and better communication within fulfillment teams. The ability to customize fallout types and capture detailed notes and attachments ensures the form can adapt to unique enterprise requirements and facilitate comprehensive issue management.

    The Fallout form enables you to manually create, review, and modify the order fallout records.

    Field Description
    Number

    Unique system-assigned fallout number, starting with a prefix of FO.
    Fallout Type
    Category that indicates the type of fallout activity.
    Billing Issue
    Billing issues and disputes that exist for the ordered item.
    Inventory Allocation Failure
    Inadequate inventory. An ordered item can't be fulfilled.
    Provisioning Failure
    Associated system that is unavailable due to connectivity problems, timeouts, or other issues.
    Note:
    You can also create additional fallout types, as per the requirements of your enterprise. To learn more, see Create additional fallout types.
    To view the associated details or search for another fallout type:
    • Select the detail icon to view the associated details for the fallout type.
    • Select the search icon to search and select another fallout type.
    Related order task

    Identifier of the order task that the fallout record originated from.
    Order Line Item

    Identifier of the customer or service order line item that the fallout record originated from.
    State
    Indicator of the current processing state for the fallout record. Unless otherwise indicated, the fallout manager or agent manually assigns the appropriate state to the fallout record, depending on where it currently resides in the processing cycle.
    Open
    Fallout record that is new and not currently assigned to a person to work on.
    In progress
    Fallout record that is assigned and currently being worked on.
    On hold
    Fallout record that is on hold. No further fallout processing can take place until you release the hold.
    Awaiting information
    Fallout record that is on hold and waiting for more information before processing can proceed.
    Resolved
    Fallout issue that has a resolution but you have not formally closed it.
    Closed complete
    Fallout record that is complete and closed.
    Canceled
    Fallout record that the fulfillment manager canceled. No further fulfillment processing can take place.
    Priority
    Relative priority or importance of the fallout record.
    1-Critical
    Fallout record that has urgent time criticality that requires immediate attention.
    2-High
    Fallout record that has a high time criticality, though not as urgent as a Critical priority fallout.
    3-Moderate
    Fallout record that has a medium time criticality and urgency.
    4-Low
    Fallout record that has a low time criticality and urgency.
    5-Planning
    Fallout record that was created for planning purposes.
    Assignment group

    Name of the assigned group that is responsible for acting on the fallout record.
    Assigned to

    Name of the assigned person who is responsible for acting on the fallout record.
    Short description

    Short description of the fallout task.
    Work notes (Private)

    Free-form private work note text for internal purposes only. The customer can't see this detail.
    Attachments

    File attachments for the fallout record. Select Select file to add the file as an attachment.