Applies to: Autotask ticket boards
This is a reference for the options unique to this type of board. For a description of options common to all types of boards, see Fields for Kanban Boards.
General
Card fields
- Account
- Due date
- Ticket age
- Project name
- Category
- Queue
- Contract
- Contact
- Checklist items
- Service call type: Show detailed service call information on the card if available (Details), or on a tooltip (Compact)
Metrics
- Ticket age
- Hours sum: shows sum of both estimated and actual logged hours
- Hours average: shows average of both estimated and actually logged hours
Swimlanes
The available fields for swimlanes are:
- Account
- Resource
- Primary Resource
- Priority
- Queue
- Project
- Category
- UDF fields of type string
Ranking
When using automatic ranking, you can choose to rank by these fields:
- Priority
- Due Date
- Earliest Service Call
- Actual Hours
- Estimated Hours
- Next SLA Due
- Last Note Date
- Last Time Entry Date
- Age
- Time in Status
Filters
The fields you can filter by are:
- Resources: the assigned resource of a ticket, either primary or secondary.
- Show unassigned tickets: control if tickets with no assigned resources will appear on the board when the resource filter is used. If you want to show tickets from a select set of technicians, and also show unassigned tickets, then select this option.
- Accounts
- Parent Accounts
- Projects
- Queues
- Categories
- Priorities
- Sources
- Types
- Issue types
- Sub issue types
- Due date
- SLA event due
Columns
In addition to options common to all board types, these options are available:
- Time entries & entry warning: Shows how long ago was the last time entry, marking it in red if the time exceeds the warning threshold.
- Last note & note warning: Shows how long ago was the last note (non-time entry), marking it in red if the time exceeds the warning threshold.
- SLA time & warning: Shows how long until the current SLA stage is due, marking it in orange if the time is less than the warning threshold.
- Due date: controls if the ticket due date is shown on cards
- Due warning: marks the due date in orange if it's within the time of the warning threshold
- Hours: controls if actual and budget hours information is displayed on cards
- Budget warning: For cards with both actual hours and budget hours, and exceeding the threshold (but less than 100% used), warning message is shown.
- Start timer on drag: when a ticket is dragged into this column, start the timer
- Open time entry on drag: when a ticket is dragged into this column, open the time entry dialog