Options for 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