The form for creating a fulfilment contains required and optional fields of various types. The form is divided into several sections, which are organized into separate tabs:
- Basic Information
- Stock movements
- Additional Information
- User-Defined Fields
Basic Information
- Link to – select the object that the fulfilment relates to. When adding the fulfilment directly from a request / task / deal / work order, the link is filled in automatically.
This can be done in two ways, switchable by clicking the icon 
:
1 – Choose the object type the fulfilment relates to, then the object itself:
- Company – after selecting Company a Select a record to choose a company window opens. After a successful selection, the chosen company’s name appears in the selection field. Click
to clear the selection. - Deal – after selecting Deal a Select a record to choose a deal window opens. After a successful selection an icon
appears next to the chosen record — clicking it opens the deal’s detail form, which can be edited. The company the deal is recorded for is also shown next to the deal-selection field. To clear the selection, click . - Request – after selecting Request a Select a record to choose a request window opens. After a successful selection an icon appears next to the chosen record — clicking it opens the request’s detail form, which can be edited. A second icon
shows extended information — the full request title, type, creation date, author, and description. The company the request is recorded for is also shown next to the request-selection field. To clear the selection, click . - Work order – after selecting Work order a Select a record to choose a work order window opens where you can pick a specific work order. After a successful selection an icon appears next to the chosen work order — clicking it opens the work-order detail form, which can be edited. A second icon shows additional data — the full work-order name, its assignee, the related request, the author, and a description. The company the work order is recorded for is also shown next to the work-order-selection field. To clear the selection, click .
- Task – after selecting Task a Select a record window opens where you can pick a specific task. After a successful selection an icon appears next to the chosen task — clicking it opens the task detail form, which can be edited. A second icon shows the full task title and its description. The company the task is recorded for is also shown next to the task-selection field. To clear the selection, click .
- Project deal – after selecting Project deal a Select from open project deals window opens where you can pick a specific project deal. After a successful selection an icon appears next to the chosen project — clicking it opens the project-deal detail form, which can be edited. The company the project deal is recorded for is also shown next to the project-deal-selection field. To clear the selection, click.
- Company – after selecting Company a Select a record to choose a company window opens. After a successful selection, the chosen company’s name appears in the selection field. Click
to clear the selection.
appears next to the chosen record — clicking it opens the deal’s detail form, which can be edited. The company the deal is recorded for is also shown next to the deal-selection field. To clear the selection, click 
shows extended information — the full request title, type, creation date, author, and description. The company the request is recorded for is also shown next to the request-selection field. To clear the selection, click 
2 – Searching in open records. Here, you can search within a single object type (Company, Deal, Request, Work Order, Task, Project Deal), or across all of them at once. You can narrow the search to only your own objects, and you can use the terms that appear when you hover over the help icon 
.
- Default templates – when creating a new fulfilment, you can use a template to pre-fill the fulfilment details from an existing template. The selection field provides options for where to source templates:
- All
- Global and My
- Only My Private
- Only My
- Only Global
Then, in the adjacent field Template Name, you can select a specific template. A new template is created in the section Fulfilments → Fulfilment Templates.
- Fulfilment text - a description of the fulfilment that the customer will also see. This field is required unless Simplified entry is enabled.
- Assignee - this field is automatically pre-filled with the logged-in operator. Depending on permissions, it is possible to create orders for other operators. This field is required.
If Bulk fulfilment entry is enabled in Global Settings → Fulfilments, then by checking the option Make a copy of the fulfilment automatically for other handlers, the form will switch to a summary view where each copy can be managed as a separate fulfilment. Click the “
” button to return to the detailed (default) view for creating tasks. Here, a field for selecting assignees for whom an identical copy of the task will be created becomes available below the main assignee’s name.
If Bulk Assignment of Tasks is disabled, a field for selecting researchers for whom an identical copy of the given task will be created becomes immediately available.
- Start time - From – select the start date and time of the task. If simplified time entry is enabled (Set simplification), fields will appear next to this selection where you can manually enter the task duration. This field is required.
- End time - To – this option is only available if simplified time entry is turned off. The duration of the task is calculated automatically based on the start and end times. This field is required.
If simplified time entry is enabled (the “Set simplification” toggle is on 
), duration is entered in hours and minutes instead of an end time. This feature can be enabled/disabled by default at Global Settings → Tasks, but this setting can also be changed individually when creating/editing a task.
- Remaining time – the value in this field is added to the task duration. The value can also be negative if the Allow total fulfilment duration to be negative switch is enabled in Global Settings → Fulfilments.
- Total task duration – the calculated sum of the time entered under start and end times and the remaining time.
- Actual time worked – If the actual time worked is entered on the billing fulfilment, an internal fulfilment linked to that billing fulfilment with this time will be created after the billing fulfilment is saved. The row where the actual time worked is entered is marked in blue, which is also the color of internal fulfilments. If this feature is not available in the form for creating a new fulfilment, check whether it is enabled at Global Settings → Fulfilments; here, you can choose whether this field is required or optional. It is also necessary to have the Internal Tasks feature enabled; without it, the option for actual hours worked will not appear even in the settings.
- Task Location - allows you to select the location where the task was performed; if the customer has any defined in the CMDB configuration database, they will only appear after selecting a link. The location settings include an option to predefine transportation. If you select such a location for the fulfilment, the transportation details in the fulfilment will be automatically pre-filled based on the location. If this feature is not available in the form for creating a new fulfilment, check whether it is enabled at Global Settings → Fulfilments, where you can choose whether this field is required or optional.
- Transportation – If the toggle is in the on position
, you will be able to record transportation-related costs in the entry. After turning on the toggle, the following fields become available: - Distance – numerical value in kilometers indicating the distance traveled.
- Duration – a numerical value in hours indicating the time required for transportation.
- Fixed price – a numerical value indicating the cost of transportation. This price will always be the same regardless of the distance traveled and the time.
- Parking fee – numerical value representing parking-related costs.
Transportation is billed according to the deal settings.
- Accounting item – select the accounting item defined on the linked Deal in the Billing tab. The accounting item is used to define the type of work performed, for example, to distinguish between rates, unpaid warranty work, contractually performed work, and the like. The rate for the work performed also depends on it. Whether the accounting item is a required field can be set via Global Settings → Fulfilments.
- Material Used – a text field where you can enter the material used during fulfilment. You can use this field if you do not use stock issue slips and a text-based record of the material used is sufficient.
- Warranty Fulfilments – these are intended for statistically distinguishing work related to warranty claims. They can be for invoicing or internal use. If the request type is set to “complaint” (in Global Settings → Fulfilments, under the heading Automatically create complaint fulfilments for requests of type), then the fulfilments will also be automatically set as complaint fulfilments (this setting can be disabled for each fulfilment). If the switch Claim Fulfilments is set to on , the fulfilment will not be invoiced, even if it is an invoicing fulfilment. Claim fulfilments are color-coded yellow in the fulfilment list. To use this feature, it must be enabled at Global Settings → Fulfilments. There is also the option to create an accounting item that can only be selected in warranty fulfilments.
Additional information
- Internal Description - a description of the fulfilment intended for internal use. This field is not accessible to customer accounts.
- Attachments - option to attach a file (such as a photo, screenshot, or document). You can add a file by dragging it with the mouse into this field (drag-&-drop), or by clicking the field to browse and select a file from your disk. You can add multiple attachments; the list of attached files will then appear below this field.
Custom fields
When creating new fulfilments, you can also use custom fields. These are defined via Global Settings → Fulfilments, where you can add new ones, manage, or delete existing ones. These fields appear at the bottom of the form for new fulfilment. We cover the topic of custom fields in fulfilments in detail in the documentation section Fulfilment Settings.
