Before actually using the CDESK system, we recommend paying attention to the basic settings of the environment. A correctly configured environment simplifies everyday work, makes the displayed data clearer, and makes it possible to adapt the system to the processes of your organisation. In this chapter you will find a brief overview of the user profile settings, the options for customising and filtering lists, the global system settings, and recommendations for the initial configuration of the Requests module. The individual areas are described in more detail in the relevant parts of the documentation.
Profile settings
Within the My profile section, the user has the option to manage their personal and work data, such as contact information, notification preferences, or a signature for communication. The settings also include the option to customise the environment – by changing the language or the global system settings. These options become available after clicking the avatar (profile picture) or the user name in the right corner of the system’s top bar.
After clicking the My profile option, a form is displayed that is divided into several separate sections. The first tab is General settings. In this part it is possible to set:
- User information – management of basic data such as avatar, name, password, contact e-mail, phone number, and others.
- Default settings – determine the way data is displayed, the default behaviour of forms, and the display of selected information in the system interface.
- Settings for the sender of e-mail notifications – determining the specific sender of e-mail notifications and customising the sender name in discussion posts.
- Two-factor authentication – configuration of two-factor authentication. We recommend that users in the given environment log in via Office 365 Entra ID, which easily makes multi-factor authentication available to everyone.
- Remembered devices – a list of recorded devices with the option to delete them.
- Login using a QR code – generating a QR code valid for 60 seconds, which can be scanned using the CDESK Pro application for easy login.
- Settings of signatures for the discussion on requests and for print reports – a section for configuring signatures with the option to specify the primary signature for notifications.
The Notifications tab allows setting the user’s notifications according to individual modules.
The For download tab is a storage where files related to the profile can be uploaded and downloaded.
The Private templates tab serves for creating text templates for fulfilments.
List display settings
Lists serve for the creation, editing, and other record management options within individual modules. The range of actions over a list differs depending on the module. In general, the following functions are available:
- Simple filter
- Advanced filter
- Saving a filter
- Preset filtering
- Selection of columns for the list
- Sorting records in a column
- Bulk edits
The list customisation options are demonstrated in the following subchapters using the example of the request list.
Simple filter
The simple filter is used for quickly searching the list by a single entered term. If the simple filter is not enabled, click the filtering icon 
, which is located above the list. When the simple filter is active, an icon 
appears next to the search field, allowing you to add filtering conditions.
After clicking a condition, a field for further configuration of the given condition is displayed. For example, clicking the Status condition displays a list of all statuses. For the condition to be applied, click the Apply button, which is located in the bottom right corner.
When a condition is active, it is displayed above the list. Adding another condition is possible by clicking the icon again. In the simple filter, a group of conditions is always bound by the AND operator, i.e. and at the same time.
Filtering via column names in the list
With the arrival of the simple filter, the option to filter the results in the list based on the column name was added in selected modules. To use this function, it is not necessary to turn on the simple or advanced filter.
Next to the column names, a small filter icon 
is displayed. After clicking it, a window for setting conditions appears, as with the simple filter. The condition is activated by clicking the Apply button, which is located in the bottom right corner of the window. This way of filtering is possible only for those columns that are present in the simple filter.
Advanced filter
Where simple searching is no longer sufficient, the advanced filter will help. It makes it possible to search by multiple parameters and create more complex conditions – in addition, it also makes available parameters that are not in the simple filter, and individual conditions can be grouped into parentheses. You apply the advanced filter by clicking the icon next to the Search field.
Depending on the type of column, you can choose conditions of the type “contains” or “does not contain” the searched term or part of it; in the case of code lists, you select one of the offered values. You can freely combine and extend the search conditions using the logical connectors AND (and at the same time) and OR (or). Frequently used or otherwise specific filtering conditions can be saved under a name of your choice, and on subsequent use they will be available with one click above the list of request templates.
You can read more about effective work with filters in CDESK in the text Search and advanced filters.
Saving a filter
The filtering options also include saving a created filter. After saving, the filter becomes available as a button above the list and can be used with one click.
The filter must first be created. Then, in the context menu above the list, select the option 
New filter. After clicking, a modal window is displayed in which you enter the name of the filter and optionally choose its colour. When the Show record counts option is selected, the current number of records matching the conditions of the saved filter is displayed next to the filter name.
Saved filters are displayed above the list and are applied by clicking the relevant filter button.
If you have several filters saved, you can set a default filter. You select it in the context menu above the list by clicking the Default filter option and then selecting the desired filter.
Preset filtering
Within the global settings for the Default list setting, it is possible to preset the list display, thereby determining which columns and in what order will be displayed by default according to the type of logged-in user – it is possible to set a different display for assignees and for other accounts, for example customer accounts. This option is located in selected modules in the Global settings → Basic settings section.
To set the display, click the gear-wheel button in the relevant field for which you want to set the display (operators and assignees, or other accounts). Using the gear-wheel icon 
, in the last column of the table with the list, you can customise the display of columns by selecting which columns will be present in the list and also determining their order.
You can restrict the display of records using the advanced search filter. You open it by clicking the + button next to the Search field. After setting the conditions, the filter is automatically applied to the displayed request list. For its correct use, it is necessary to confirm the setting with the Search button.
In the case of list settings for other accounts, there is the option to allow users to change the arrangement of columns – by switching the toggle to the enabled state in the relevant setting.
Selection of columns for the list
Using the icon in the last column of the table, it is possible to customise the display of columns – to select the displayed columns and determine their order.
In selected modules it is possible to merge columns into pairs, thereby displaying more information within a single column. To merge, click the icon 
next to the row with the columns. You cancel the merge by clicking the 
button.
The selected columns can be saved as a list, and you can then switch between individual lists. To save, click the 
button, enter the name of the list, and confirm the save by clicking the 
button. The saved list is then displayed in the list.
Confirm the selection of columns (including their order) by clicking the Save button in the relevant window for selecting table columns. The width of individual columns in the list can be adjusted by dragging the column edge to the right or left according to the desired width.
Sorting in a column
You can also sort the records in the list according to the displayed columns. By clicking the icon 
next to the name of the selected column, ascending or descending sorting is applied. Clicking again changes the sorting direction.
Bulk edits
button in the list header. Subsequently, an icon 
for selecting the given record is displayed in each row with a record. In requests, it is also possible to merge records.
After selecting records, you have 2 options,
- Edit records – bulk editing makes it possible to edit selected data on multiple requests at once. It is possible to edit, for example, the completion deadline, assignee, priority, status, impact, resolution, and other data. To edit, you first need to select the desired field. After selecting it, the option to enter a new value becomes available. You apply the changes by clicking the Save button.
- Merge records – by merging, the selected requests are combined into one. When merging, you choose the main request and determine which data should be transferred (description, attachments, discussion). After merging, only the main request remains in the list; the other requests are removed from the list. The merged request is marked in the list with the flag
.
.
More detailed information about working with lists can be found in the documentation for the individual lists, for example List of requests, List of tasks, List of fulfilments.
Global system settings
The global settings make it possible to customise the behaviour of the CDESK system and its modules. They define the availability of functions, the way data is displayed, pre-filled values, and restrictions when working with records. The setting of individual parameters affects the range of available fields, the visibility of data, and the overall way users work with the system.
The detailed settings of the individual modules are described separately in the documentation. Within each module there is a Settings section, in which all available configuration options are explained in detail.
If you do not yet have sufficient experience with CDESK, we recommend consulting the settings with your nearest partner or contacting technical support.
Request settings - statuses, types, and service areas
This chapter deals with the configuration of the Requests module, which can be customised according to the processes of your company. Before actual use, we recommend paying attention especially to the setting of code lists, such as request statuses, request types, and service areas.
Request types should be set in accordance with ITSM processes (e.g. Incident, Service management, Change management, and the like) so that requests can be correctly categorised and managed. Request statuses are flexible and make it possible to cover various workflows – from simple request resolution to the management of complex processes.
We recommend proceeding conceptually – first defining the types and statuses of requests and only then setting the service areas, which follow on from the overall structure of services in the organisation. Detailed information on the settings can be found in the documentation sections Request statuses and Types, categories, and service areas.
If you are not sure of the correct setting or do not have experience with configuration, we recommend contacting technical support and ordering a consultation.