Using Boards

SECURITY  To view boards, security level with View access to tickets. To move cards on a board, security level with Can edit tickets by moving cards on boards (requires Ticket: Edit permission) permissions.

NAVIGATION  Widget drill-in grid > Board View

NAVIGATION  My > Service Desk > Workspace & Queues > Board View

NAVIGATION  > Service Desk > View > My Workspace & Queues > Board View

Boards are accessed through ticket widgets and widget drill-in grids, and the My Workspace & Queues page.

• A board may be set up as the default view when you drill in from a widget. Refer to Board settings (all widget types).
• From a drill-in grid or the My Workspace & Queues page, select Board View to switch from the Grid View display.
• To open the board view in a new window, select the pop-out icon .

NOTE  Boards can have a maximum of 100 cards (tickets) and 25 columns or rows. If you try to view a board with data that would exceed one of those values, you will be required to select a different board or to return to the grid view.

A widget may be configured with a default board. This board will be applied when you select the board view. If there is no default board selected for the widget, you will be able to choose which board to use when you select the board view.

Additionally, the widget may be configured to open directly to the board view instead of the grid when you drill-in from the widget. For more information on these settings, refer to Board settings (all widget types).

From the board view, you can change which board you are using by selecting a different board from the drop-down menu in the upper-right corner of the board page.

For information on adding new boards or editing existing ones, refer to Managing Boards and Cards.

Each card represents a single ticket. Fields from the ticket appear on the card. The layout of the fields on a card is managed in the Admin area of Autotask. Different boards can use different card layouts. For more information, refer to Managing Boards and Cards and Adding and editing card layouts.

NOTE  When a card is moved from the On Deck section to the main board, it will appear with a blue background to indicate that it is not part of the board's original dataset.

The following ticket fields and options will always appear on the card:

• Ticket number. The ticket number will always appear at the top of the card. To open the ticket, click on the ticket number.
• Description. Hover over the information icon to see the ticket description in a tooltip.
• Context menu. Hover over the context menu to act on the ticket. Refer to Searching and managing tickets.
• Selection check box. Click in the box to select the ticket. Refer to Act on multiple cards.

The following ticket fields and options may appear on the card, depending on how the card layout is configured:

• Organization name
• Completed By
• Created By
• Issue Type
• Queue
• Sub-Issue (includes issue)
• Ticket Category
• Ticket Title
• Ticket Type
• Work Type
• User-defined fields of the type string, number, or date
• Status. In expanded mode, the status tag will appear with its text, icon and color. In compact mode, only the icon with its associated color will appear. Hover over the icon to see the status in a tooltip. To manage status icons and colors, refer to Using icons and colors to identify statuses.
• Priority. In expanded mode, the priority tag will appear with its text, icon and color. In compact mode, only the icon with its associated color will appear. Hover over the icon to see the priority in a tooltip. To manage priority icons and colors, refer to Using icons and colors to identify priorities.

IMPORTANT  To be able to move cards within a board, you must have Can edit tickets by moving cards on boards (requires Ticket: Edit permission) permissions. Refer to Board Permissions.

With the appropriate security permissions, you can move cards from one cell on a board to another. Cards are the representation of a ticket on a board. A cell is a combination of column and row values on a board. Cards can be moved to a different column, row, or combination of both. Moving a card to a new column or row will change the ticket values to match the values in its new location.

For example, if a ticket is currently in the Medium priority column and is moved to the High priority column, the value in the priority field will change to High. This change will be tracked in the ticket history.

If the field in the column or row is a View Only field, you will not be able to move a card to that column or row. To determine if a column or row uses a View Only field, hover over the header to see the tooltip. The tooltip will display the field name and if it is for viewing only.

Only one card can be moved at a time.

NOTE  The On Deck section can be renamed when the board is configured, so it may have a different name on different boards. Regardless of the name, if the board is set up to include the section, it will be found at the bottom of the page.

IMPORTANT  To be able to move cards within a board, you must have Can edit tickets by moving cards on boards (requires Ticket: Edit permission) permissions. If you do not have this permission, you will not see the On Deck section. Refer to Board Permissions.

A board can have an On Deck section at the bottom of the board. The On Deck section contains the first ten tickets that are not part of the board's dataset, filtered and sorted as determined by the board configuration. You can change the filters and the sort order while you view the board, but those changes are not saved once you leave the board. To modify the On Deck filters and sort order, click the filter icon on the right side of section.

Tickets can be moved from the On Deck section to a cell on the board where it will take on that combination of column and row values. Simply drag and drop the card for the ticket to the appropriate location. When a card is moved from the On Deck section to the main board, it will appear with a blue background. Once placed on the main board, a ticket cannot be dragged back to the On Deck section.

When a card is moved from the On Deck section to the main board, the next available card according to the filters and selected sort order will appear in the On Deck section in the right-most position.

It's important to note that moving the card from the On Deck section to a cell on the main board only changes the values in the row and column fields. So for example, if the board view By Priority and Primary Resource is launched from a widget that filters for tickets in your Level 1 queue, and your On Deck section filters for tickets from your Triage queue, moving tickets from the On Deck section to the main board will change only the priority and primary resource fields, not the assigned queue.

If you want to update the queue or any other value for those tickets moved from the On Deck section, go the bulk menu and choose Select All Not in Dataset. You can then use Forward/Modify Selected Tickets from the bulk menu to change the queue or any other field. Refer to Act on multiple cards.

You can select multiple cards and then act on them. There are several ways to select one or more cards. To select an individual card, select the check box in the upper right corner of the card. To select all the cards in a row or column, select the checkbox in the row or column header. To select all the cards, select the check box in the upper left corner of the board, or use the bulk menu and choose Select All on Board.

Once a card has been moved to the main board from the On Deck section, it will appear with a blue background. To select all the cards that have been moved from the On Deck section and act on them, choose Select All Not in Dataset from the bulk menu. To clear your selections, choose Clear Board Selections.

Once a card or multiple cards have been selected, you can act on them from the bulk menu. The bulk menu will allow you to accept tickets, forward/modify them, add a note, and more. For information on individual options, refer to Searching and managing tickets.

EXAMPLE  Let's say that you have a widget that shows all tickets in the Level 1 queue, and you open the board view By Priority and Primary Resource. In the On Deck section, you have filtered for tickets in your Triage queue. When tickets are moved from the On Deck section to the board, they will appear with a blue background and inherit the designated Priority and Primary Resource values. However, those are the only fields that will have changed. The tickets are still in the Triage queue and will be removed from the board if it is refreshed, as they do not match the criteria of the original widget.

To move the tickets to the Level 1 queue, you can use the bulk menu to Select All Not in Dataset. This will select all the tickets that were moved to the main board from the On Deck section. Then use Forward/Modify Selected Tickets to change the queue of the selected tickets to Level 1. Once that is done, the tickets will match the criteria of the original widget and will not be removed if the board is refreshed.