Request Kanban View

Kanban View helps you visualize your work in logically organized boards that group requests based on status, priority, or the technician assigned to the request. By providing a visual summary of requests, the Kanban view helps you gain insights on the request resolution process at a glance, effectively distribute the workload to technicians, and measure your help desk team's performance. It also helps you manage requests effortlessly by reassigning the priority, status, or technician using a drag and drop tool.

In the Kanban view, requests are displayed as distinct cards in Kanban boards (also referred to as Kanban columns), which are categorized based on the applied criteria. Technicians with view permission to requests can access the Kanban view.

The following topics explain the different components of the Kanban view and how you use them to manage requests efficiently:

• Personalize the Kanban view
• Manage Kanban boards
• Perform Request Actions
• Navigate through Kanban boards
• Switch to Traditional Views

Personalize the view

To display the request Kanban view, navigate to Requests, and click theicon on the toolbar of the request table view. By quickly adjusting some parameters on the Kanban view, you can optimize the view to display the exact request information you need to track or modify. Here are some of the first things you need to set up:

1) Apply Filters

By selecting the right filter, you can decide the requests to be featured in the Kanban view. This is a crucial step because the rest of the page customizations will be made on the requests you choose to display in this step. You can access the request filter drop-down at the top-left corner:

• Click the drop-down menu to browse through and select a filter.
• At the bottom of the filter pane, you can choose whether to display all requests or specifically incidents or service requests.

Learn how to define custom views and use the request filters.

The advanced filter allows you to select multiple criteria at once. You can combine the criteria with AND, OR operators and reposition them per your requirements.

2) Categorize and organize requests

Once you have picked out the requests you want to display in the Kanban View, you can group the content based on the request status, priority, or technicians assigned.

• Under the Group by drop-down menu, select the required field (Technician, Priority, or Status) to categorize the requests in Kanban boards. The value selected under the Group by drop-down menu will be referred to as Category throughout the document. 
• Under the Sort by drop-down menu, select a field by which the Kanban cards in each board must be organized. If applicable, arrange the sorted list in ascending or descending order by using the icon.
• The Column Chooser  allows you to select the request information that needs to be displayed in the Kanban cards. You can also search for and reorder the fields by using the Drag icon displayed beside each field.

Manage Kanban boards

After categorizing the requests, you can manage the Kanban boards by clicking the  icon on the toolbar. On this panel, you can perform various actions on the category applied to requests and the changes will immediately reflect in the Kanban boards. You can manage the Kanban boards by performing the following actions. But before going ahead with the actions, make sure you pin the entire panel by clicking  to retain it static while navigating through the Kanban columns or modifying their display.

• You can search for categories in the search bar.
• At a glance, you can gather the number of requests in each category.
• To retain a specific category static, you can pin it by clicking the  icon. Alternately, you can drag and drop the required categories under Pinned Columns. Pinned categories will be placed on the left of the page. You can close the pinned panel using the  icon. At any time you need to unpin the panel, click the icon.
• To remove a category from the Kanban view, click the  icon displayed.
• The Add sign allows you to add new items of the selected category to the display. This option comes in handy when you want to display more than 20 Kanban boards (the default display) at once or bring back deleted Kanban boards.
• Using the Numerical Sort icon, you can sort the categories in the ascending or the descending order of the number of items present in the applied category. Alternately, you can manually reorder the categories using the Drag icon. The Kanban boards will re-arrange as you reorder the categories.

Perform Request Actions

In the Kanban view, the requests will be contained in individual cards and grouped into Kanban columns based on the applied category (Technician, Status, or Priority). Using the Kanban boards, you can track specific information and perform actions as explained below:

• At a glance, you can gather the number of requests in each category from the Kanban column's title bar
• To retain a Kanban board static, pin the Kanban board by clicking the  icon displayed beside the column name. Pinned boards will take up the left side of the page. To unpin, use the  icon
• To remove a Kanban board from the display, click the  icon. Learn how to add it back.
• You can move around request cards across the Kanban boards to reassign status, priority, or technician depending on the applied category.  

• Hover over a request's subject to preview the request. To get more information, click the request subject. This will open a limited version of the request details page on a pane sliding in from the right, where you can perform various actions supported in the details page. To open the regular request details page in a new tab, click the pop-out icon.
• On a request card, you can view and add notes by clicking the  icon; preview and download the attachments by clicking the  icon; click the Conversations  icon to check out the request-related conversations.

Navigate through Kanban boards

You can run through all the request cards within a Kanban column by using the scrollbar. To scroll through the Kanban boards, use the horizontal scrollbar. Alternately, you can use the Next and Previous buttons displayed along the vertical edges of the scrollable container (invoked when any Kanban boards are pinned). These buttons will display the count of the hidden Kanban boards to give you an idea of the total number of boards.

Switch to traditional views

Click the List View  or the Classic View icons on the top-right corner of the page to switch to the respective views.