We present you one more reason to not open ConnectWise or Autotask- now you can view ticket and task notes and time entries right in Kanban!
The Show Notes option opens a dialog listing the notes and time entries on the ticket or task.
When changes are made to tickets, opportunities, and tasks in Kanban, your PSA audit trail attributes the change to the Kanban API member, not to the staff member who actually made the change. Until now, it hasn't been possible to see which member changed data in ConnectWise or Autotask when the change came from Kanban.
TopLeft Kanban now offers administrators the ability to view a log of all changes to PSA data made by users in Kanban. You can see who changed a ticket status, assigned or unassigned a member, changed the rank of a card, or made any other type of change. To learn how to view or search the log, refer to the knowledgebase article.
This is available for both ConnectWise and Autotask.
Autotask users can now use Kanban to dispatch service calls for technicians! When creating a service call, you can see the times of any other service calls for the selected technician, so it's easy to schedule the call at the optimal time.
The dispatch tool is available for tickets and tasks under the "..." menu of each card.
For more info, refer to the knowledgebase.
You can now view SLA info on Autotask tickets. This helps Autotask customers take SLA times into account when prioritizing tickets and improves SLA success rate by focusing on tickets whose SLA is approaching.
Here's an example of a ticket whose SLA is approaching:
And here's how it appears if the SLA time has passed:
To highlight tickets when the SLA ends within a certain period of time, edit the Kanban board and check the SLA time field and set the SLA warning field for the appropriate column. You can set a different threshold for each column. The syntax for the field is "Xm" for a threshold in minutes, "Xh" for a threshold in hours, and "Xd" for a threshold in days. For example, to highlight tickets whose SLA ends in 2 hours or less, enter "2h" or "120m".
When the ticket is in a status where the SLA is paused, the label is "SLA Waiting Customer".
To learn more, visit the knowledgebase.
If your ConnectWise Manage server is on-premise and behind a firewall that blocks by IP address or region, you need to add 2 new IPs to your whitelist:
You can subscribe to this announcement newsfeed to be notified of future changes.
Full details are in the knowledgebase.
If you don't update your firewall, then you might find your ConnectWise data no longer being updated if our hosting cluster decides to schedule certain parts of your application on one of the two new hosts.
Autotask customers can now see service calls in Kanban. An outline around an assignment icon indicates the member has a service call for the ticket:
You can hover over the assignment icon to see the service call details.
The color of the outline indicates the time of the service call- blue for tomorrow or later, green for today, and red for in the past.
If you missed the MSP Project Management webinar, or if you want to watch it again, you can get it on our Youtube channel:
Kanban for Autotask users can now assign or re-assign tickets and tasks by dragging cards between member swimlanes.
Dragging a card to a member swimlane changes the ticket or task's primary assignment. If the technician has multiple possible roles for the ticket, you'll be shown a prompt to select the role. Dragging to the "no assigned resource" swimlane removes the primary and all secondary resources.
Learn more in the knowledgebase.
You can now add notes to tickets and tasks in Autotask. It's available under the card ellipse (...) menu:
You can provide the title, note type, description, and specify as an internal note. Try it out and let us know what you think!
Business won't be the same even when the crisis is over. Wim Kerkhoff, founder of TopLeft and the MSP Kerkhoff Technologies, shares thoughts on remote work and four things you can do to prepare your MSP to be better than ever during the Covid-19 crisis and after it ends.