Kanban Boards BUILT Into Autotask

hey everyone in this video I'm going to talk about a brand new feature in order task and that is kanban boards these recently came out in the 2022.2 release so if that is of interest to you then this video is for you [Music] hey everyone Chris Timm here as I mentioned in the beginning I'm going to talk about kanban boards this is a brand new feature that just came out in all the tasks recently I'm going to go through in this video everything you need to know about kanban boards how to set them up when to use them what about security all of that kind of stuff so let's take a look and see how this works so what we're going to do in here the very very first thing you need to do is make sure that you come into the security levels so let's go and take a look at the the new Option that's inside the security level so we go to account settings and users and then we go into security levels and if we pick in this particular instance let's just go ahead and pick the um the sundallasystem administrator actually and then what we want to do is come into here and go all the way down to where it says service desk and then right underneath the service desk you will see that there are board permissions in here so the very first thing you want to do is to can edit edit and add boards and can edit tickets by moving cards on the board um and then we simply want to go ahead and save and close this what we then want to do is just make sure that our security levels have the correct the the correct permissions and the correct so let's go in here and take a look so we can see that I currently have the system administrator system so all I'm going to do here is I'm just going to change my security level at this point so um so that I have the sondella system administration rights I think it was sundela system administration right so once I've got that done I then have the ability to actually look at kanban boards edit them uh you know you know change any of the kanban boards I won't move the cards around all of that kind of stuff so in order to access the kanban boards the first thing you have to do is access them um from behind one of these um these dashboards so let's just go in at this point to um you know in this particular case yeah let's just go into the service technician dashboard and here you can see you know we have seven tickets in total so when I click on this you can see we now have a button up here called board View so what this is going to do is allow me to now choose which board I want to use to display these tickets so currently there are a bunch of boards already built onto the system but what I'm going to do in here is to change this to um you know primary resource and Status so when I select that it brings up the kanban board allowing me to make these changes so you can see the columns in here are you know the resource so we've got Chris timmin here and we've got some tickets where um the resource is none and then we've got all of these different statuses as well so we've got awaiting customer in progress new that kind of stuff so very very simple in its simplest form all I need to do is if I wanted to move one of these from the new to in progress status I simply drag the card into the in progress status um well this will give me the ability to do is right down at the bottom you can now see it's changed my status automatically to be in progress now here I can see on Deck so the on Deck is giving me something that is is completely different so these are are not filtered to show necessarily any of the information in here like it's not filtered by you know showing me a um a status and it's also not showing me where they're assigned to to anybody so I can simply just drag this in if I wanted to so if I take this scheduled and I drag it into here you'll see that what will basically happen is all of a sudden my ticket now has changed to in progress so if I had other engineers in here I would simply be able to drag this in or in this case if I wanted to unassign this ticket from myself I can simply drag it out of here drag it into the none and the resource now has been unassigned against this board so very simple very straightforward way of being able to control and run the kanban boards so one of the things we can do at this point is we can use this little button over here to actually bring this kanban board out in a separate Tab in a separate window whatever the case might be and then we can just run this so we can go ahead and you know close down this this tab in all the tasks and now we have our kanban board running as a specific tab or a pop out or whatever you want to do so you can run that somewhere else on your machine or a different screen so you always have access to be able to use the kanban boards so let's go and take a look at how this is set up so if we edit the board in here we can see we're looking at primary resource and status and we're basing the columns on primary resource which we can see by going back into here this is who our primary resource is on any of these we can also see that we're displaying columns just for values in the data set now the reason it's not showing um you know other resources or why it's not showing some of this other information is because we have told it in this particular instance to only show where there are some values in the data set what I normally like to do in here is I go just show all values right and when I save and close this and then I come back into here and I refresh this you'll now see that this kanban board will now show me every single resource even though they don't have any data in there so this is the really cool thing about this so now I can display my resources in here and those resources do not have any any tickets so you can see I'm still displaying them now what I can do is simply take this ticket and give it over to Michael Brown and it stays in the in progress but now the ticket is assigned to him so very quick and easy way of being able to edit these to show all columns or to show in this particular instance you can also go show all values in the data set but you know I don't want to see anything that is equal to a particular resource so I don't want to see Cindy Jones right so I can simply click on Save and close and what that will do now is it will just not display Cindy Jones in in this list so if I scroll all the way across to the end oh sorry I I made a show only Cindy Jones which is why we're now seeing Nan and and Cindy Jones but I can come back here and I can change this to say um you know show show everybody um you know where where they are equal to or not equal to um to Cindy Jones for that case so the nun column this is showing for cards that do not have a value so I can say you know only display if there's nothing so in that column that we saw earlier on where we're displaying the none column in here we only want to display this column if it actually has something in it so if I just do this now what you'll simply see is we now have Cindy Jones and myself but now we do not no longer have that none column so the really cool thing about this it gives you the ability to customize how you want these columns to look it also gives you the ability to choose whether you're actually displaying data in a field um or not as the case might be so one of the things you can now do at this point is if we go back into here and we have a look at that's what we're looking at on our columns and our rows and then we can choose what happens on the on Deck system so in here we were now saying on the deck system we wanted to show where the status is not equal to complete so all Open tickets but only those tickets that are in the triage queue so if we go back into here we can see that these tickets are in the triage queue and even though this is now marked as in progress um we we are only seeing it there's no there's no resource assigned to these um but also it's showing it as in progress so I can just move this to Cindy this will now um change this ticket you can see it stays in um in the on Deck because it's still within that same queue but now we can see that it's assigned to to Cindy so really really gives us the ability to change how we want this board to look and feel of course we can completely get rid of the on Deck section and and not have that section display at all on these okay so what do we need to do now if we wanted to set these up ourselves so before we do that you can see in here you have the ability to to look at anything so that was looking at you know primary resources status um you know maybe we want to look at Q so let's actually do that let's say I only want to see tickets that are assigned to resources that are in a particular queue so how would we go and do that so the the easiest way to do this is to come back into all the tasks go into uh features and settings and then from features and settings under service desk and then here you have the option of boards now all of this stuff that I was showing you in here if you remember right in the beginning of the video I went into the admin section and I ticked those two boxes and this is what those boxes allow you to do well well this is one of them it allows you to obviously come in here and make any changes to this board but the other thing it allowed you to do is to drag and drop these tickets so being able to click on them and drag and drop them so if you get to a point where you click on this and you don't see the little hand icon and you can't drag and drop stuff then that means typically that you um you know you haven't enabled those um those permissions so here is where we can have the board so let's go and have a look at this what we wanted to do is we wanted to do by primary resource and queue and then what we can do is to say all right what we want to do is to display the columns based on so let's base this on um on the Queue we only want to show where there are values in the data set so we don't want to show any cues that don't have any tickets in them um let's not show yeah let's only show none if needed and let's display column totals and I'll go through this in um in in a couple of minutes and I'll go through explaining what the the column counts mean so we're going to do columns are going to show the cues and then the rows we want to show um as the primary resource so again we're going to do the same we're only going to show the values in the data set we're not going to display the nun row um and we are um actually let's not display the column totals in in any of these and in this particular instance we're not going to have an on Deck section so there you go we now have primary resource and queue so if we come back into our boards section sorry if we actually go back into and back into the board here what we can now do is um if I just refresh these what you'll see at this point is we now have the ability to have this primary resource and Q so now we can see um you know we are just playing none and that's because there are tickets in um in that particular state but there you go there's a primary resource um and and here's some um some tickets in those particular queues right so we can say well this is in the client portal queue again I want to make sure that this gets moved over to um to the support queue I can simply do that the status stays the same because all we're doing at this point on the view is we are uh putting this into the particular view that um that that it needs to be in so this chain all we're doing is we're changing the queue from client portal to support you can see here in in Brackets or parentheses whichever country you're in um you can see this little number in here so this is obviously showing how many tickets there are in that queue it will also show on the primary resource you know how many tickets are assigned to them and that was done on those tick boxes that we selected in here I'm going to show card um counts in rows and I'm going to show card counts in column and when I do this and I go back into here you should see against my name I have five tickets assigned to me in total so you can choose whether you actually have this information displayed um obviously it's entirely up to you how you build and set up these kanban boards now one of the things at this point that you can do as well you can see there's a bunch of check boxes up here so what I can do with this is if I said okay you know these two tickets that are in the support queue I I still want to use um you know the forward modify that that I can use on any other ticket so I can either come in here and do the forward modify or add my time or do whatever I need to do on a ticket by ticket basis but if I wanted to forward both of these two back into the client portal queue instead of me dragging them into here I could still if I really wanted to bulk change or bulk update these tickets um I wouldn't drag them into a Queue at this point because this is looking at you know dragging them from the sport queue but one thing I haven't got on here is maybe I want to assign these two these two particular tickets to a different resource so I have another resource showing up in there so if I forward modify this and I change the primary resource on this to be Effie Smith what you will now see when I go into here um and I just refresh this so you can now see that actually they've gone from me and we're not displaying Matthew Smith in here but we can simply go back in and we can say you know let's look at all oops that's cues uh let's look at all values in there and let's look at all values in there and when we save and close this and we refresh you'll now see we have all of the resources oh I probably didn't actually put them into Matthew Smith because they don't actually appear in his card I mean I can simply drag it to his card um and and we'll now see that these appear within his card so very very simple very straightforward way of being able to completely customize um the the kanban boards of course we can go back to the grid view here so from at this point you can come back in and you can go into the grid View now one of the things you might notice is when I click on it um you know on the actual widget itself so to to access that I clicked here under the um the tickets for non-recurring um I'm clicking on these two tickets now what I can actually do is when I click on these and then I go into board view it's going to ask me which board I want to use against this View so I have to now go ahead and pick a particular board what I can do though however is um oh this isn't going to allow me to refresh this it's just actually go in and add a system Tab and let's add service technician and just do the same thing so from here what we can now do is if we click on the settings this gives us the ability now once the settings open up to choose what our default board is going to be when we click on that widget so I can say you know my default board is going to be primary resource and queue and now when I click on something within that widget and I go into board view it takes me straight into that board and allows me to go in without having to pick that stuff manually so I hope that's helped if this video has been useful I would really appreciate it if you can support me uh you know hit the like And subscribe button below um you know buy me a coffee it really does help me to to make more videos like this um and I would really really appreciate if you would just you know give it a like And subscribe and let me know if there's any other kinds of videos that you'd like me to do so thank you for watching and I look forward to seeing you on the next video [Music] thank you