Configuring order priority and routing

concept australia Updated Sep 10, 2026 1 min read order-mgt-priority-management.md

As a provider, you can configure various parameters to prioritize and route orders to ensure that they are fulfilled on time.

Use order prioritization to:

Define prioritization rules using various customer, products, service, and order attributes.
Assign order priority while creating orders based on the pre-defined rules.
Identify urgent orders that need to be fulfilled immediately.
Automatically route high priority orders to a specific fulfiller group.
Ensure that orders are fulfilled in a committed date.
Recalculate order priority when any changes occur.

In Order Management, the order priority is calculated using pre-defined rules based on the following categories of data.

Category	Input
Customer	Customer account
Specification	Product specification Service specification Product offering
Order type	Order line item
Urgency	Order line item

**Note:** The inputs used in these decision tables and the rank can be modified according to your business requirements.

These rules are defined in the following decision tables:

Order Priority Policy by Customer Attributes
Order Priority Policy by Order Type
Order Priority Policy by Specification Attributes
Order Priority Policy by Urgency

Each parameter defined in the decision table has a rank value assigned to it. When an order is created, the decision tables are evaluated and a weightage is assigned to each table to calculate the order priority. See Calculating the order priority on how the priority is calculated.

Note: You can add new inputs, conditions, or modify the existing conditions in the decision tables. For more details on updating decision tables, see Using decision tables.

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---
title: Configuring order priority and routing
description: As a provider, you can configure various parameters to prioritize and route orders to ensure that they are fulfilled on time.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/telecom-media-technology/order-mgt-priority-management.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure, Sales Customer Relationship Management for Telecommunications, Telecommunications, Media, and Technology \(TMT\)]
---

# Configuring order priority and routing

As a provider, you can configure various parameters to prioritize and route orders to ensure that they are fulfilled on time.

Use order prioritization to:

-   Define prioritization rules using various customer, products, service, and order attributes.
-   Assign order priority while creating orders based on the pre-defined rules.
-   Identify urgent orders that need to be fulfilled immediately.
-   Automatically route high priority orders to a specific fulfiller group.
-   Ensure that orders are fulfilled in a committed date.
-   Recalculate order priority when any changes occur.

In Order Management, the order priority is calculated using pre-defined rules based on the following categories of data.

<table id="table_z35_fpn_xvb"><thead><tr><th>

Category

</th><th>

Input

</th></tr></thead><tbody><tr><td>

Customer

</td><td>

Customer account

</td></tr><tr><td>

Specification

</td><td>

-   Product specification
-   Service specification
-   Product offering

</td></tr><tr><td>

Order type

</td><td>

Order line item

</td></tr><tr><td>

Urgency

</td><td>

Order line item

</td></tr></tbody>
</table>**Note:** The inputs used in these decision tables and the rank can be modified according to your business requirements.

These rules are defined in the following decision tables:

-   Order Priority Policy by Customer Attributes
-   Order Priority Policy by Order Type
-   Order Priority Policy by Specification Attributes
-   Order Priority Policy by Urgency

Each parameter defined in the decision table has a rank value assigned to it. When an order is created, the decision tables are evaluated and a weightage is assigned to each table to calculate the order priority. See [Calculating the order priority](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/order-mgmt-priority-calculate.md) on how the priority is calculated.

**Note:** You can add new inputs, conditions, or modify the existing conditions in the decision tables. For more details on updating decision tables, see [Using decision tables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/using-decision-builder.md).