Board Views and Priority Level SLA

Board view is a drag-and-drop interface for managing your team’s workload within the Work List module.

Note: Work Prioritization must be enabled for you organization. If you are in need of this enablement, please reach out to your direct contact or our FMX Customer Support team at support@gofmx.com.

How to Set it up

Provided that work prioritization is turned on for your organization, you can enable this feature using the Priority Settings toggle. This option is located in the Admin Settings General tab, just below the Email Settings.

Priority Levels

Enabling priority levels will populate customizable priority levels where you can color-coordinate each level and create a Service Level Agreement (SLA) response time and resolution time based on the priority level it is assigned to.

Bulk Assigning Priority Levels

1. To ensure that your user type settings are enabled for bulk assigning, navigate to Admin Settings > User Types, select your user type, and then select the intended work module access. 

2. In the grid view of the desired work module, use the checkboxes on the left-hand side of the grid to select the specific requests you wish to include in the bulk change.

3. In the top right corner of the screen, click the Assign button. This action will present you with an option to select 'Priority Level'.

4. Once selected, this action will present you with an option to select and apply the new Priority Level to all selected requests.

Board View

Enabling priority levels will automatically populate the board view within the Work List module. Here, select the 'Board' button to switch the view to the drag-and-drop interface.

Assigning Work Requests

1. Select the 'Filter' option to add users to the board.

2. Select the users you would like to be included in the board view with the 'Assigned to' drop down menu options.

3. To assign the work order, click and drag the unassigned task card to the column of the intended user. Once released into that column, the work order will be officially assigned to them.

4. You can also select the request task card on the board view to open a pop-up box where you can enter or change the assigned user, priority level, request type, and other details.

Metrics

Within Work List, you can switch the view by selecting the 'Metrics' button

By utilizing the Metrics view, you will gain a real-time visual understanding of your team's performance.