Configuring Priority Sort Order and Color Coding for TopLeft Boards (AutoTask)

Problem

You may notice that:

• Tickets with the highest priority (e.g., "Critical") appear at the bottom of your TopLeft board, while lower-priority tickets are at the top.
• You want to add color coding to visually distinguish priority levels.

This happens when Autotask priority sort orders are set up incorrectly.

Cause

In Autotask:

• Sort Order determines priority hierarchy.
• A lower number (e.g., 1) = higher priority.
• A higher number (e.g., 4) = lower priority.

If "Critical" is set to Sort Order 4 and "Low" to Sort Order 1, TopLeft will sort "Critical" as the lowest priority, placing it at the bottom.

Solution

Step 1: Update Priority Sort Orders in Autotask

1. Log in to Autotask as an administrator.
2. Go to Admin > Service Desk > Priorities.
3. Edit each priority’s Sort Order to match your desired hierarchy:
   • Highest priority: Set to 1
   • Next priority: Set to 2
   • Next priority: Set to 3
   • Lowest priority: Set to 4
4. Click Save.

Example:

Step 2: Check Sorting in TopLeft

1. Open your TopLeft board sorted by priority.
2. Verify that tickets with Sort Order 1 (highest priority) are now at the top.
3. Refresh the board if needed.

Step 3: Confirm Visual Indicators (Color Coding)

• TopLeft uses Autotask priority settings for visual cues (e.g., colors).
• After updating sort orders, colors should reflect the correct priority levels.
• If colors don’t appear, contact support to check your TopLeft setup.

Why This Must Be Fixed in Autotask

TopLeft can’t reverse sort logic because it would affect all clients. The fix must happen in your Autotask settings to keep everything consistent.

Tips

• Multiple Sort Criteria: If sorting by priority and SLA due date, ensure both are set correctly.
• Sync Time: Allow a few minutes for Autotask changes to reflect in TopLeft.
• Still Not Working? Double-check Autotask settings or contact support.