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Fulfillment Orders and Fulfillment Order Line Items
Manage delivering devices to employees and track inventory movement with fulfillment orders and fulfillment order line items. These entities group requested products by source location and maintain an audit trail for the fulfillment lifecycle.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
In IT Asset Management, fulfillment orders and fulfillment order line items operate in a parent-child relationship. These records act as a bridge between a service request and physical inventory. To maintain consistency, fulfillment orders progress through a standardized status lifecycle from Draft to Allocated, Pick Pack, Fulfilled, Delivered, and Closed.
Create Fulfillment Orders
Hardware sourcing automatically generates fulfillment orders. IT fulfillers initiate this workflow.
The post-sourcing workflow evaluates the selected source location and appends to an existing fulfillment order or creates one. Fulfillment order line items map directly to requested products and quantities.
Location-Based Order Grouping
A fulfillment order header specifies the fulfillment source and delivery method. Each order relates to one source location. When an employee requests items stored in different stockrooms, the system groups items based on origin. The system automatically splits the request and generates a fulfillment order for each location, ensuring both orders remain tied to the parent service request.
Visibility into Fulfillment Logistics
A fulfillment order line item defines specific products and quantities fulfilled within a parent order. To give inventory managers visibility into logistical prerequisites, the line item tracks dependencies with these lookup fields.
- Product Item: Links to the inventory record for a product at a local stockroom.
- Product Transfer: Links to an internal transfer if a local stockroom is out of stock, indicating a pending shipment from another warehouse.
- Product Request Line Item: Links to a procurement request if you purchase an item from an external vendor.
Inventory Accuracy with Soft Reservations
Line item data prevents stockouts before you select physical devices. If an IT fulfiller reserves an asset, the system manages a soft reservation with these quantity tracking fields.
- Quantity: The total number of units requested.
- Quantity Soft Reservation: Calculates the inventory item reservation quantity and rolls up the value to the product item record. This calculation decrements the available quantity, making sure that other fulfillers see accurate stock counts.
The Bridge to Physical Assets
Fulfillment order line items define requested products but don’t connect directly to serialized devices. Instead, line items relate to Asset Activity or Asset Timeline records. When an inventory manager picks a serialized device and assigns it to a line item, the system creates an Asset Activity record. This activity links the asset to the line item, updates the asset status from Available to Reserved, and logs a time-stamped audit trail.
