My Boards

Introduction

My Boards is a feature of Service Manager that provides an alternative way to view and manage requests. Each board consists of a number of definable lists that 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.

A user can create a board for their own personal management of requests, or it can be shared with a team where all team members can view and update the board.

Setup

Administration

Access to the boards feature is controlled through a Service Manager role called 'My Boards'. This role can be assigned to the users that require access to use the boards. This can be done by an Administrator from within Hornbill Admin

Create a Board

The My Boards option is accessed from Service Manager menu in the Application bar on the left hand side. Selecting this will take you to the My Boards landing page which lists all of the boards that you have access to.

Click on the Create Board button
Add a title for your board. The name is used as the title when viewing this board. This title is also used when assigning a request to the board.
Add a description. The description is displayed as the sub-title when viewing this board.
Set an Owner. By default this will be the name of the person creating the board, but it is possible to assign ownership to another person. If you assign ownership to someone else, you will no longer be able to manage the board once it has been saved.
Share with a team. If left blank, the board will only be visible by you. Otherwise, you can select a single team that you wish to share the board with.
Click Create Board to save your board. This will now be visible from your board's landing page and available for requests to be added.

Edit a Board

Launch My Boards from the Service Desk icon on the left hand menu.
Select the board that you wish to edit
Select the Edit Board button

Using Boards

Add Requests to a Board

There are a few different areas from where you can add requests to a Board. Requests can be added either manually or automatically.

Request List

Add from the Request List by selecting the check boxes for the requests and then 'Add to Board' on the request list toolbar
Add from the Request List by hovering over the Request ID of the request you want to add and then click the 'Add to Board' button

Request Record

When viewing a record for an incident, problem, change, service request, or known error, the Add to Boards action item allow you to select the Board and the list that you wish to add that request to.

Managing Request Cards

Moving - To Move requests from one list to another simply drag and drop as needed
Removing - To remove a request from a board, select the bin icon and click yes in the confirmation dialog box

Comments

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

Color Codes

The change in the status of a request will alter the color of the request on the Board

White - New or Open
Green - Resolved
Grey - Closed
Pink - Cancelled

View Log

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

Board Automation

- Automatically by using a Business Process workflow - Business Process Automation