{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":37691,"path":"order-management/order-line-milestones.md","title":"Order line milestones","bundle":null,"doc_type":null,"release":"australia","body":"\n# Order line milestones\n\nOrder line milestones mark key steps in fulfillment. Tie milestones to events like task completion, characteristic updates, or domain order closure to track progress and trigger downstream actions.\n\n## Order line milestone levels\n\nOrder line milestones are checkpoints in the fulfillment lifecycle. They represent meaningful completion events—a step reached, a condition met, or a state achieved. Each milestone tracks when specific work gets done for an order line item.\n\nMilestones live at two levels:\n\n-   Milestone — admin-defined templates created at configuration time. These define what completion looks like for your business.\n-   Order Line Milestone — runtime instances created automatically when orders are submitted. Each order line gets its own set of order line milestone records, tied to the milestone definitions you created.\n\n## Milestone benefits\n\nMilestones let you:\n\n-   Track fulfillment progress at a glance—see which orders have reached which checkpoints.\n-   Trigger automatic actions—set a milestone as reached, and let your fulfillment flows respond \\(close domain orders, update tasks, notify contacts\\).\n-   Build visibility into service delivery timelines—connect milestones to specific service events customers care about, such as service activation, billing cycle milestones, or support escalation triggers.\n-   Support compensation planning—use milestone dates to calculate incentives or SLA credits.\n\n## Milestone states and dates\n\nEvery order line milestone has a status and \\(optionally\\) a reached date:\n\n-   **Open** — Created when the order is submitted. The milestone is waiting to be completed.\n-   **Reached** — Set when the business event happens \\(manually via UI action, or automatically via a fulfillment flow\\). The **Milestone reached date** field is populated with the date and time the milestone transitioned to reached.\n\n## Milestone fulfillment workflow\n\nHere's the typical flow:\n\n1.  admin creates Milestone records—e.g., \"SIM card added,\" \"Domain order closed,\" \"Service level activated.\"\n2.  admin configures the **Milestone Flow Policy** decision table to map products, specifications, and actions to specific milestones.\n3.  Customer submits an order with a product that triggers the **Create Order Line Milestones** business rule.\n4.  For each order line, the decision table evaluates conditions and determines which milestone applies. An order line milestone record is created with status **Open**.\n5.  During fulfillment, when the business event occurs \\(characteristic updated, domain order closed, etc.\\), a fulfillment flow or admin user marks the milestone as **Reached**.\n6.  Downstream flows can then trigger on milestone completion—close orders, send notifications, update compensation records.\n\n## Milestone examples\n\n-   **SIM card added** — Mark as reached when the SIM card is physically added to the package.\n-   **Domain order closed** — Mark as reached when the domain order transitions to a completed state.\n-   **Service activated** — Mark as reached when the service is live for the customer.\n-   **Characteristic updated** — Mark as reached when a required characteristic field is populated or modified.\n-   **Task completed** — Mark as reached when fulfillment tasks linked to the order are closed.\n\n## Key concepts\n\n-   **Milestone**\n\n    A configuration-time record that defines what business event you want to track. Reusable across multiple orders and created by admins.\n\n-   **Order Line Milestone**\n\n    A runtime instance created when an order is submitted. Tied to a specific order line and a specific milestone definition. Tracks the status \\(open or reached\\) and the date reached.\n\n-   **Milestone Flow Policy**\n\n    The decision table that maps order line details \\(product, specification, action\\) to milestone definitions. Admins customize this table to define milestone allocation for their business.\n\n-   **Create Order Line Milestones**\n\n    The business rule that runs when a customer order is submitted. It iterates through order lines and creates order line milestone records based on the Milestone Flow Policy decision table.\n\n\n"}}