Fulfillment Configuration

Fulfillment configuration is where you encode “who does what” into Laminar. Each rule links one work item type to one fulfilling team: trust receipts go to Accounting, title pulls go to the Title Team. Once a rule exists, anyone can submit that kind of work as an order, and it lands in the right team’s Service Channels queue without a hallway conversation.

Creating a Rule

Under Settings > Fulfillment, click Add Configuration:

Work Item Type: which kind of work this rule routes. Each type can have exactly one rule, so types that already have one don’t appear in the list; edit the existing rule instead.

Fulfilling Team: who does the work.

Fulfillment Workflow: the stages the team tracks the order through.

Mandatory fulfillment: the important switch. Optional means the requester chooses: submit it to the team, or handle it themselves. Mandatory means every work item of this type must go through the team, no exceptions. Trust receipts are the classic mandatory case, because accounting must process every one.

SLA duration: an optional turnaround target in minutes, hours, or days. With an SLA set, every submitted order gets a deadline counted from submission, and the team’s queue shows a countdown that goes amber at 75% and red when breached. Without one, orders show their age but no deadline.

What Changing a Rule Affects

Creating a rule picks up existing work items of that type that weren’t routed anywhere yet. Editing a rule (team, SLA, mandatory) affects how things work from now on; already-submitted orders aren’t rewritten. Deleting a rule stops future routing and leaves existing work items alone.

Getting the SLAs Right

Set SLAs from reality, not aspiration. If title pulls genuinely take two business days, a 4-hour SLA just paints the queue red and teaches everyone to ignore the color. Start with the turnaround you actually deliver, then tighten as the team beats it.