> For the complete documentation index, see [llms.txt](https://hub.equipme.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://hub.equipme.io/pro/fulfillment/open-positions.md). # Open positions The "Open positions" list and the detail view of a service instance: find positions, set status, plan provisioning, cancel, check demand and bill of materials, and complete an order. **Path:** "Fulfillment" → "Open positions" Here you find all confirmed positions of your customers that are not yet completed: orders, pre-orders, delivery call-offs, returns, replacement orders and changes. The number on the menu item shows how many positions are open. Basics on statuses and roles are in the [fulfillment overview](/pro/fulfillment.md). Positions with the status "Ordered" (not yet confirmed) don't appear here. They are in [order reception](/pro/sales/order-reception.md). ## The list The list is sorted by order date, newest first. Important columns: | Column | Content | | ---------------------------------------------- | -------------------------------------------------------------------------------------------- | | "Pro ID" | Unique number of the position in Equipme Pro | | "Service name" | The ordered service. An asterisk marks a "Customized service". | | "Customer", "Customer type", "Partner" | Who the position is for. For orders via a partner, the partner is shown there. | | "Location", "Employee", "Group", "Cost center" | Assignment at the customer | | "Status" | Processing status, with shipping status in brackets if applicable | | "Order number", "Customer order number" | Your order number and the customer's order number | | "Ordered on", "Ordered by" | When and by whom it was ordered | | "Planned provision" | Requested or planned provisioning date | | "Activation date" | From when the contract should be active | | "Type" | Type of position (see [Overview](/pro/fulfillment.md#types-of-positions)) | | "Fulfillment type" | "In-house" (you provide it yourself) or "Dropshipping" (delivered directly by your supplier) | | "Fulfilled by" | Who fulfills the position, e.g. a partner | | "Shipped" | Whether a parcel already exists | | "External ID" | Identifier from a connected system | Using the table functions you can show and hide columns, sort, group, search and export the list to Excel. The export additionally contains, among others, "Service note (customer)", "Employee cost center", "Employee business phone" and "Instance ID (customer portal)". Clicking a row opens the detail view of the service instance directly on the matching tab. Right-clicking opens a context menu with the actions for that row. ## Actions in the list Select one or more positions and choose an action. These actions are only available to the "Fulfillment Manager" role and administrators. | Button | Effect | | ------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | "Set status" | Opens "Set status". You choose a "Target status" that applies to all selected positions. Positions with an unsuitable starting status are shown under "Items with incorrect status" and skipped. | | "Plan provisioning" | Sets the "Desired/planned delivery date" for all selected positions. | | "Cancel" | Cancels the selected customer orders after a confirmation prompt. Possible for orders, pre-orders, returns and replacement orders up to the status "Ready for delivery". | {% hint style="warning" %} "Set status" in the list bypasses the defined process. The dialog warns you accordingly: with "Ready for picking", order proposals are discarded and reserved stock items are released; with "Ready for production", production steps are skipped; with "Pending dependency", dependencies are ignored. Returns and dropshipping orders cannot be changed via bulk editing. {% endhint %} If not all positions are updated in a large selection, "Partially updated" appears with the number of successfully changed positions. Then check the statuses in the list. ## The detail view of a service instance The detail view is the central workspace for a position. The tabs are on the left, and on the right is the "Overview" with customer, employee, location, addresses, term, prices and inventory number. Below that you can save an "Internal comment" that only your team sees. | Tab | Content | | ------------------ | ------------------------------------------------------------------------------------------------------------------------ | | "Service instance" | Description, "Booked service options", "Service components", "Additional information", "Customer note" and "Attachments" | | "Order" | The current position with all processing steps, below it the "Process history" of earlier positions | | "Changes" | Changes to the service (see [Service changes](/pro/fulfillment/service-changes.md)) | | "Cancellations" | Cancellations of the service or individual options (see [Cancellations](/pro/fulfillment/terminations.md)) | | "Add-ons" | Add-on services attached to this service | | "Software" | For workplace services, the software provided | The "Changes", "Cancellations" and "Software" tabs show a number when something is still open there. Via the menu (⋮) at the top right you can open the service in the portfolio ("Open service details") and, if you are allowed to switch into the customer's portal, "Open instance in portal". ### The "Order" tab The current position is shown at the top as an expandable card. It shows: * "Process status" with a refresh icon: it "checks for status changes in integrated processes such as picking, production, and shipping". * "Ordered on", "Order number" (with order note, if any), "Customer order number" and "Ordered by" with a copy function for name and email. * "Planned provision", "Fulfillment type" and "Activation date", each with a pencil for editing (Fulfillment Manager). You only see the pencil for "Fulfillment type" on positions that are not yet confirmed (see [Change delivery type](#change-delivery-type)). * "Fulfilled by" and "Delivery address" with a copy function. * For orders of a partner customer, the "Partner note" field. The note is shared with the ordering customer's main supplier. Below the card, further sections appear depending on the progress: | Section | When it appears | What you do there | | ------------------------------ | ------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | "Purchase demand" | Goods are still missing ("Awaiting purchase" / "Awaiting goods receipt") | See which product is missing and what covers the demand. With "Change demand fulfillment" you choose other unassigned stock items or a different delivery. With "Claim reservation" you move the reserved goods of another position to this one. | | "Bill of materials" | Before confirmation | Which products the service mapping provides for | | "Picking" | "Ready for picking" | Withdraw goods (see [Picking](/pro/fulfillment/picking-production-shipping.md#picking)) | | "Production steps" | The mapping contains steps | Start and complete steps (see [Production](/pro/fulfillment/picking-production-shipping.md#production)) | | "Shipping" | Shipping is planned | Prepare the parcel (see [Shipping](/pro/fulfillment/picking-production-shipping.md#shipping)) | | "Service components" | Components exist | Maintain attributes, add or replace components | | "Affected service" | For returns, replacements and other add-ons | Edit the service the position refers to | | "Customer note" / "Order note" | If available | Read the customer's notes, edit the service note | ### Set status in the detail view If a position is not controlled by production steps, you find the "Target status" field and the "Set status" button in the card. Equipme Pro suggests the next sensible step, e.g. the status "In progress" after "Ordered (confirmed)". 1. Choose the "Target status". 2. For "Completed", set the "Activation date" if needed. By default today's date or an already scheduled date is entered. If you clear the field, the contract remains inactive until you set the activation later (see [Activations](/pro/fulfillment/activations.md)). 3. Click "Set status" and confirm. On completion, "Complete order" appears: "The order fulfillment is completed. If an activation date is set, the contract is activated according to that date." The step cannot be undone. {% hint style="warning" %} If values for required attributes of the service components are missing (e.g. a serial number), Pro reports "Processing not possible" and names the attributes. Add the values in the component list. Only a Fulfillment Manager can complete anyway. {% endhint %} ### Notices in the card | Notice | Meaning | | ----------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | "No mapping has been configured for the service …" | There is no released service mapping and therefore no bill of materials. A Fulfillment Manager can still process the position; an operator has to wait for the release. | | "According to the definition, this service is provided via drop shipping …" | The position should be processed via procurement (see [Orders](/pro/procurement/purchase-orders.md)). If you change the status here, the bill of materials demand is discarded. | | "A dropshipping order was triggered in the purchasing module for this order item …" | The position is locked and is only continued via procurement. | | "Since this is a pre-order …" | Only advance the status from "Ready for delivery" once the customer requests delivery. | | "The item is filled by a partner …" | A partner processes the position. You can only view it. | ### Change delivery type Use the pencil next to "Fulfillment type" to switch between "In-house" and "Dropshipping". This is only possible as long as the position is not yet confirmed (status "Ordered"), and only for orders and pre-orders. Positions in the "Open positions" list are already confirmed; there the fulfillment type is fixed. So change it before confirmation in [order reception](/pro/sales/order-reception.md#changing-the-fulfillment-type), also for several positions at once, or in the detail view of a position opened from there. ### Cancel Depending on the type, "Cancel order" or e.g. "Cancel delivery call-off" is available in the card (Fulfillment Manager or Administrator). * **Order:** "Are you sure you want to cancel the order? This order cannot be changed afterward." * **Delivery call-off:** The service goes back to "Ready for delivery" in the customer warehouse. The customer has to call it off again. If the service has never been activated, you can also cancel the entire service with "Cancel order". ## Process returns and replacements If the customer orders a return or replacement service, a position of type "Return" or "Replacement" appears. In the "Affected service" section you see the affected device with location, employee and components. There you can: * "Change status": set the status of the affected service, * "Store": move the device into this customer's customer warehouse ("Change assignment"); the employee assignment is removed automatically, * create or replace components or change attributes. When you complete a return, "Complete return" appears. The service is moved into the customer's customer warehouse and the employee assignment is removed so that the customer can call off the device again. Optionally you also remove the group assignment. How a swap within a delivery call-off works is described under [Service changes](/pro/fulfillment/service-changes.md#replace-device-on-a-delivery-call-off). Customer warehouses are described under [Customer warehouses](/pro/warehouse/customer-warehouses.md). ## Frequently asked questions **Why are the "Set status" and "Cancel" buttons missing in the list?** They are only available to Fulfillment Managers and administrators. As a Fulfillment Operator, you set the status in the detail view. **I set the status, but the position jumps back or doesn't change. Why?** Positions with a service mapping are advanced automatically. Use the refresh icon next to "Process status" to fetch the current state. **Does the customer see my internal comment?** No. The "Internal comment" is only visible in Equipme Pro. The "Partner note", on the other hand, is shared with a partner customer's main supplier. **Why can't I open a position?** You can only follow positions fulfilled by a partner via their status. Pro then reports "The item is filled by a partner and therefore cannot be edited." --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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