My Boards

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Introduction

My Boards is a feature of Service Manager which provides an alternative way to view and manage requests. Each Board consists of a number of definable lists which can contain request cards. These request cards can either be manually added and moved between lists or they can be added and moved automatically through the use of BPM workflows.

1. Process stages - A stages in a process like those of a change process from planned to review.
2. Classifications - They could represent various request classifications which you might like to see like by organisations or by products etc.

- You can keep the board for your use only or share it with other teams.

- Individual requests can be added either manually by selecting the check box of an individual request in a request list and then 'Add to Board' or automatically by a Business process workflow. Individual requests can be moved around from one list to another (by drag and drop).

Setup

• To Setup a new board - Launch My Boards for the Service Desk icon. At the top left select the current board (if its the first it will called My Board) and then 'Add new board'. Complete the form and identify other teams you want to share it with (if any). Also add the lists (the buckets/columns you need) then Finish.

• To Edit an existing board - Launch My Boards for the Service Desk icon. Use the 'Edit Board' option to change the board as needed then finish.

• To Add requests to board - You can do this by :-

- Add manually from a request list by selecting the check boxes for the requests and then 'Add to Board' on the request list toolbar

- Selecting within a request

- Automatically by using a Business Process workflow

• To Move requests from one list to another - Simply drag and drop as needed

- An audit trail of changes is available by selecting the 'View Log' option

- You can add a comment card to the board using 'Add Comment' to breakup lists into sub-groups

- Resolved requests automatically turn green