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You can now view project tickets and tasks by their phase in their project, using the phase swimlane option for ticket/task boards.

If you make use of phases in your projects, this sort of board can add tremendous visibility to your workflows- especially if you use a phase board as a target for the "zoom in" functionality in project boards.

Watch this video to see how to configure a phase swimlane board, how to filter it to a single project, and how to "zoom in" to the phase board from a board showing your top-level projects.

TopLeft is very pleased to announce Kanban boards for projects. Now you can visualize your projects (not just project tickets and tasks) as they progress through your team workflows!

What project boards are useful for:

• Getting an overview of all your projects, whether you have 10 projects or 100.
• Visualizing specialized project workflows- for example, repeated projects you create from a template
• Identifying exceptions such as projects that haven't progressed in the workflow recently, are over budget, or have approaching estimated start or end dates
• Identifying bottlenecks such as busy project managers
• Visualizing your project start dates so you don't commit yourself to anything impossible

Read more about it in the blog post.

Attend the webinar where we'll demonstrate project boards and share about other upcoming project features coming soon.

TopLeft CEO Wim Kerkhoff was recently a guest on the podcast PSAImpact. Hosted by Chris Timm and Rayanne Buchianico, the series is PSA independent and helps MSPs worldwide get the most from their PSA tool.

Wim talked about Kanban and how it can transform workflows in a PSA- replacing chaotic, inefficient and opaque processes with smooth, fast, and visible processes. Get the episode at https://psaimpact.libsyn.com/psa-impact-episode-20.

Wim explained how Kanban drives business improvement: “Once you see what’s going on and what the bottlenecks are and what’s falling through the cracks, then you can start to make small changes in that process. The idea is it’s not top down- the people in the management team telling the rest of the team what to do- but enabling the people doing the work to say- if we make a change or stop this step or add this step, it will improve the quality and get work done quicker.”

Check out PSAImpact in your favourite podcast app or at https://psaimpact.libsyn.com.

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:

• 23.179.32.240
• 23.179.32.244

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.