In the Introduction to the Service Board and Kanban article, we took you on a walkthrough of the Kanban-inspired board of services. Essentially, the service board lists down the service requests that you are responsible for, the teams you belong to, and the service requests raised by customers you manage. Take a look at this video to understand how to get started on a service request that's assigned to you:
In summary,
Select a service request you would like to work on
Click on ‘Mark as Active Task’ to claim the service request from the queue and assign it to yourself
Click on ‘Start Work’ to get started
Access Quick Links by clicking on the ‘Link’ icon located on the ‘To Do > Preparation’ tab and selecting ‘Quick Links’ from the dropdown
Provide periodical updates of the status of the service request in the ‘Situation’ section and collect information pertaining to a step can be entered in the ‘Client Specific Data’ section
Create checklists to serve as reference points for mandatory activities within a step
View all actions performed within the step with detailed, time-stamped activity logs
The panel on the right displays information about who created the service request, who it was last updated by, the team an individual it was assigned to
Access the ‘View Emails’ tab from the menu on the left to view all email correspondences within the service request
Access the ‘View Attachments’ tab from the menu on the left to view all files or images sent to customers
Access the ‘View Activity’ tab from the menu on the left to view all actions performed across steps within the service request
Watch a service request being fulfilled by clicking on the ‘Eye’ icon on the top right of the screen above the ‘Active Task’ toggle
Clone the service request by clicking on the ‘Clone’ icon on the top right of the screen above the ‘Active Task’ toggle
Click here to access your Service Board.
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