Fulfilment settings | CDESK Documentation

The settings for the Fulfilment module can be found under Global Settings → Fulfilment. For clarity, these settings are divided into several sections:

General Settings
Internal Fulfilments
Creating Past Fulfilments
Fulfilment Emails
Default Fulfilment List Settings
User-Defined Fields
Common Filters

If the Fulfilments module does not appear at all, you can enable it by going to Global Settings → Fulfilments, Enable Fulfilments module. Enabling this module gives you access to fulfilment functionality and unlocks additional settings. Disabling it will hide the Fulfilment module, including all related features. Data will not be deleted when you disable it; it will simply not be viewable.

General Settings

Enable the Fulfilments module – by setting the toggle switch to the on position additional module settings become available. After saving the settings and refreshing the page (using the F5 key or the CTRL+R combination), the module will be available in the main menu and, depending on permissions, in all linked modules as well.
Approval of Fulfilments – Toggling the switch to the “On” position will enable the Approval of fulfilments function. After saving the settings and refreshing the page (using the F5 key or the CTRL+R combination), the function becomes available in the main menu.

Simplified entry – this function enables a simple form for creating new fulfilments. When the toggle is in the on state , only the following will be recorded in the fulfilment: Customer, Link to, Default templates, Fulfilment text, Assignee, Start time and, if the Internal fulfilments feature and Actual time worked field are active, also Actual time worked. The fulfilment text is not a required field. Simplified entry is recommended if you want to use CDESK in the simplest possible form. New fulfilments are entered at Fulfilments → Fulfilment list → Add fulfilment.

Simplified time entry – this setting is available only if simplified task entry is disabled. If the toggle is in the off position , when entering a task, the following will be entered manually by default: Start time and End time. The task duration is then automatically calculated based on the start and end times. If the switch is in the on position , when entering the fulfilment, you only fill in Start time and manually enter the duration of the fulfilment. This setting can also be changed directly in the fulfilment form.

Internal fulfilments – Setting the switch to the on position makes the button for entering internal fulfilments available. Internal fulfilments are used for internal work tracking. These fulfilments are not accessible to the customer. Internal fulfilments reflect the actual time worked, and billing fulfilments are the hours billed to the customer.

Actual time worked – this setting is only available when internal tasks are enabled. It offers three options: Disabled, Optional, Required. If you select Optional or Required, this field will be displayed. If the actual time worked on the billing fulfilment is entered, an internal fulfilment linked to that billing fulfilment with this time will be created after the billing fulfilment is saved.
Automatic selection of the assignee – By setting the toggle to the “On” position , the logged-in operator (assignee) is automatically entered in the “Assignee” field when the assignee enters the task.
Bulk entry of performance – If the switch is turned on , when creating a new performance, by checking the option Make a copy of the performance automatically for other researchers as well the form switches to a summary view, where each copy can be managed as a separate performance.
Material Used – If the toggle is enabled , when creating a new fulfilment, the list will include a text field Material Used. This setting is recommended if you do not use warehouse issue slips and a text-based record of materials used is sufficient.

Include a list of fulfilments in the email about a closed request – If the toggle is set to “On” , the customer of the request will, after it is closed, also receive in the email notification the list of fulfilments linked to the request.
Block adding / editing fulfilments for closed requests – If the toggle is set to “On” , it will not be possible to add fulfilments to requests in the Closed status. It will also not be possible to edit fulfilments on closed requests.
Fulfilment templates – setting the toggle to “On” enables the Fulfilment templates feature. After saving the settings and refreshing the page (with F5 or CTRL+R), the feature becomes available in the main menu. It is used to quickly and consistently record recurring activities.
Entering custom transport – If the toggle is set to “On” , the Place of fulfilment field will offer –Freely defined text–; after selecting it, an additional Custom place, field appears alongside, where you can enter any text related to the means of transport.
Transport tracking – The Transport tracking feature is enabled automatically when the Deals module is enabled. In that case the transport tracking cannot be turned off. If the Deals module is disabled, the global fulfilment settings show a toggle in the Transport tracking row for manually enabling it. After setting the toggle to “On” , when creating a new fulfilment the detail will contain a Transport item with its own toggle. After enabling that toggle, the following fields become available: Distance, Time, Fixed price and Parking cost.

Claim Fulfilments – Setting the toggle to the “On” position makes the toggle Claim Fulfilments available in the fulfilment form. If this toggle is enabled for a fulfilment, that fulfilment will not be invoiced. Claim fulfilments are highlighted in yellow in the fulfilment list.
- Automatically create warranty services for requests of the type – allows you to select for which request types warranty services will be automatically created. The request types available for selection are from Global Settings → Requests → Types, Categories, and Service Areas. If you do not select a type in the request, claim settlements will not be created automatically.
Mandatory selection of an accounting item – If the toggle is in the on position , the settlement cannot be saved without selecting an accounting item. Accounting items can only be created on Deals.
- Always require an accounting item – this setting is available only if the mandatory accounting item option is enabled. If the toggle is in the on position , filling in the accounting item will be required even if none can be selected.
Selection of an accounting item for project deals – If the switch is in the on state , it will be possible to select an accounting item when selecting a link to a project deal.
Adding completions to tasks – If the switch is in the on state , it will be possible to assign a completion to a task after the task is created. A task can only be assigned to a task after selecting a link in the list of basic data.
Selecting an assignee from a group – Setting the switch to the on position allows selecting an assignee for the task from group members registered at the request level.
Allow total duration of fulfilment to be negative – If the switch is in the on state , when entering the time, the sum of the duration of fulfilment and the remaining time may be negative. Only the remaining time can have a negative value; regardless of this setting, the duration is always greater than or equal to zero. When the total execution time is negative, it is highlighted in red in the form.

Remaining time in the billing fulfilment – If the toggle is set to “On” , the Remaining time field will be displayed in the billing fulfilment form. The value in this field is added to the duration of the fulfilment.
Location link – The setting offers three options – Off, Optional, Required. When Optional or Required is selected, the field Place of fulfilment will be displayed. This field allows you to select the location where the fulfilment was carried out; if the customer has any defined in CMDB configuration database, they will be displayed only after selecting a link.
Create and add another – If the switch is in the on state , the option Create + Add another will be displayed in the billing fulfilment form.
Restrict the selection of configuration items (CI) on fulfilment – The setting offers three options – No restriction, Only configuration items (CI) from the request, Mandatory selection of one of the request’s configuration items. For the option Only configuration items (CI) from the request, when selecting a link to the request, you can only select those CI items that belong directly to the request, not to a company linked to the request. For the option Mandatory selection of one of the request’s configuration items, it is not possible to select more than one CI item when selecting a link to the request.

Internal fulfilments

Remaining time in internal fulfilment – If the toggle is set to the on position , the Remaining time field will appear in the internal fulfilment form. The value in this field is added to the fulfilment duration.

Creating backdated fulfilments

Report creation of past fulfilments after [n] days – if the start time of the fulfilment is more days ago than the specified value, a warning will be displayed after saving the form Fulfilments created in the past.
Restriction on adding entries to the past – switching the toggle to the “On” position enables the restriction on creating entries in the past and displays the related settings.
- Adding entries up to [n] days in the past – Entering a value determines how many days back the user can create new entries.
- Calendar day of the month up to which entries for the previous month can be added – Specifies the last day of the current month up to which users can add entries retroactively for the previous month.
- Apply settings to internal fulfilments as well – By setting the toggle to the “On” position , the settings for creating past fulfilments will also apply to internal fulfilments. If the toggle is in the “Off” position , the settings will apply only to billing fulfilments.

Emails about fulfilments

Sender Address – Select an email address from the address book. The selected address will appear as the sender address in email notifications. Addresses are added to the address book under Global Settings→ Message Processing→Email Addresses→Processed email addresses.
Insert custom text – This feature allows you to insert text of your choice into the email notification. After setting the toggle to the “On” position , a text field will appear Insert custom text at the beginning of the email, into which you can enter the desired text. At the top of the text field, you will find tools for editing text and inserting multimedia.

Default settings for the fulfilment list

The default settings for the task list determine which view the user sees when opening the task list. They may include a default filter, sorting, or column selection so that the user always has immediate access to the most frequently used overview.

List Settings for Operators and Assignees – Used to configure the list for operators and assignees. Clicking the icon opens a modal window Setting the default filter and columns for the fulfilment list. Clicking the icon allows you to specify the default filter settings. By clicking on a column name, you can also change the alphabetical sorting of items in the list based on that column. The selection of columns and their order can be set by clicking the icon in the upper-right corner of the list. This opens another modal window Select table columns to choose the columns that will be displayed by default. These are displayed in the Selected columns section, while the hidden ones are in the Available columns section. Clicking on a column name moves it to the other section of the table. Clicking the icon moves all columns from one section to the other. If you want the columns in their default order, click the icon, and the columns will be sorted.

List Settings for Other Accounts – Used to configure the list for all accounts other than operators and assignees. Clicking the icon opens a modal window Setting the default filter and columns for the fulfilment list. Clicking the icon allows you to set the default filter settings. By clicking on a column name, you can also change the alphabetical sorting of items in the list based on that column. The selection of columns and their order can be configured by clicking the icon in the upper-right corner of the list. This opens another modal window Select Table Columns to choose the columns that will be displayed by default. These appear in the Selected Columns section, while the hidden ones are in the Available Columns section. Clicking on a column name moves it to the other section of the table. Clicking the icon moves all columns from one section to the other. If you want the columns in their default order, click the icon and the columns will be sorted.

Allow users to change the column layout – If the toggle is set to On , individual users will be able to change the column layout so that it differs from the default setting.

Custom fields

In this section of the settings, you can assign the defined custom fields that will be displayed on all new fulfilments. To assign custom fields, click the Assign Custom Field button. Clicking this opens a modal window Assign Custom Field with a list of custom fields that you define under the CMDB module (CMDB → User-defined fields → Custom fields). Next to each property is a checkbox , which you use to select the desired property. Add the selected properties using the Assign selected button.

If the list does not contain the property you want, you can also define it directly in the property selection window using the buttons + Simple Custom Field and + Composite Custom Field. By selecting the option + Simple Custom Field, you create a basic property. By clicking the button + Composite Custom Field, you add a composite property, which contains multiple basic properties. Working with custom fields is described in detail in a separate article User-defined fields.

The selected fields are added to the Custom fields list. The fields will appear in the fulfilment form in the order they are listed here. You can reorder the items by dragging the icon . Custom fields you have already added and no longer want to use can be removed via the Delete button in the context menu in the row of the field. Via the Edit button in the context menu you can change the field’s values.

Above the list is a search bar that makes it easy to quickly find a specific field. There are also buttons here for customizing the list view. If the list of custom fields on a fulfilment is too long and no further property configuration is needed, you can use the Field placement option. Checking this option hides the settings and displays only the field names and the icon for changing the order. Checking the List with settings option displays the detailed list with settings for individual custom fields again.

You can customize each of the custom fields in the list as you wish. The following options are available:

Show collapsed – if this option is checked, the entire field will not be displayed in the form; only a checkbox will appear. The field will expand when this checkbox is selected.
Required field – when you check the option Required field, the field in the fulfilment form will be marked as required. You will not be able to save the fulfilment unless you fill in the field.
Multiple values – when you check this option, you will be able to fill in the field multiple times. Selecting this option makes the Limit field available, where you can limit this number.
Show in fulfilment list – checking this option allows you to display the given custom field as a separate column in the fulfilment list.
– allows you to define a value that will be automatically pre-filled when the form for creating a new fulfilment is opened.

Common filters

Shared filters are a set of universal filters available to all users when working with the fulfilment list. They allow you to quickly and efficiently narrow down the displayed records based on the most common criteria. Thanks to these filters, users can easily get an overview of relevant fulfilments without having to create their own advanced filters.

You can create a new filter after defining a condition—by entering a search query in the field Search, which is confirmed by clicking the button Search, or by adding a condition after clicking . This filter is saved by clicking the context menu , selecting the option New Filter. Here you can choose the filter name, who it should be displayed to, and its color. Save by clicking on Create. An existing filter can be edited or deleted via the context menu next to the filter name.