An Expected Card Doesn't Appear On a Board

You may find that a card you expect to see on a board is missing. There can be a few reasons for this. Review the causes below and see if any apply.

If after reviewing the problems below you still can't make your expected card appear a board, please submit a support ticket and let us know an example of one or two records you expect to see in specific columns. For example, tell us that you expect ticket #12345 to appear on the board named "Helpdesk" in the "In Progress" column.

Troubleshooting Guide

These are the most common reasons a board doesn't show what you expect.

Board Isn't Configured to Show the Card

There are three ways that TopLeft boards select which cards appear:

1. Card filters: boards can filter cards on a variety of properties, including assigned technicians, owner, inside representative, company, project, and priority. If a card doesn't match each configured filter, then it will not appear on the board. Try clearing a filter field on the board to see if your card appears.
2. Column statuses: Card statuses are mapped to columns, but it's not required that every status is mapped to a column. If a record is in a status that isn't assigned to a column, then it won't appear on the board, even if the card matches the board filters.
3. Column age filter: cards can be prevented from appearing on a board if they have been in the column longer than a certain amount of time. This is configured for each column in the column editor, Advanced options section, Age filter field. Clear this field and see if your card shows up.

A special case of (1) can occur when a resource filter is used and a new team member joins the organization. If you have boards filtered by resource, you need to add the new member to the selected filter before his or her tickets appear on the board.

Assigned Member Isn't Licensed

For users with Viewer or Engineer licenses, cards are shown when they are unassigned or when they are assigned to a member licensed in TopLeft. If a card doesn't appear as expected, it might because it is assigned to members who are not licensed in TopLeft.

This doesn't apply to users on the Manager plan.

As an administrator you can view the list of licensed users by clicking the gear in the main menu, then Licensing.

Data Synchronization is Delayed

If you don't see the cards you expect, it could be the data hasn't yet been synced. Please review the data synchronization documentation and if you still suspect an issue, refer to Trouble Syncing with ConnectWise.

Record Is Closed and Has Been Removed From TopLeft's Database

TopLeft removes synced records from our database some time after they are closed. This is to limit the number of records we need to sync from your PSA.

The record you expect to see may be closed for longer than the configured threshold, which by default is 1 day.

• In ConnectWise, a closed record is any record in a status with Closed=true. You can change how long TopLeft keeps these records after they are closed.
• In Autotask, a closed record is any record in the Completed status. You can change how long TopLeft keeps these records after they are closed.

ConnectWise Boards have Changed and Kanban Boards are Out of Date

Column status mappings are configured when the TopLeft board is saved. However, the configuration can become out of date if changes are made to ConnectWise boards. For example, suppose you have three ConnectWise boards, each of which has a ticket status called "In Progress". To assign "In Progress" tickets to a column, TopLeft references the three boards with "In Progress" statuses when the board is saved. If you add a fourth ConnectWise service board, also with an "In Progress" status, that status will not automatically be included in the board's column status configuration.

To resolve this, edit the affected TopLeft Kanban boards and re-save each one without making any changes. This updates the status mappings with the latest ConnectWise data.