Understanding ConnectWise Cards

A card represents a service ticket, project ticket, project, activity or sales opportunity on a board.

Service and Project Ticket Cards

Service and project cards share most fields. There are a few differences outlined here:

Service Ticket Cards

The parts of a service ticket card are:

Service Ticket

  1. Ticket ID, starting with "S" for service tickets and "P" for project tickets. You can easily copy the ticket ID to your clipboard by hovering over the number with your cursor, then clicking the  icon that appears.
  2. Card menu, with these functions:
    1. Send to Top: ranks the ticket at the highest priority in the column
    2. Send to Bottom: ranks the ticket at the lowest priority in the column
    3. Manage Resources: opens a dialog to add or remove resources on the ticket. For project tickets, users being added must already be listed in the project's team.
    4. Dispatch: opens a dialog to create a schedule entry with a time and date for a resource.
    5. Enter Time/Note: opens a dialog to create a time entry or just a note without an associated time. Ticket statuses can be updated, and schedule entries can be marked done while creating a time entry/note.
    6. Show Notes: opens a dialog to display a card's notes. This includes time entry notes.
    7. Change Status: opens a dialog to select a new status for the ticket, including statuses that aren't mapped to any column
    8. Change Priority: opens a dialog to select a new priority for the ticket
    9. Close Ticket: closes the ticket after prompting for confirmation
  3. Ticket summary. Click the summary to open the ticket in a new tab in the ConnectWise web application. Hold the Shift key and click the summary to open the ticket in the existing tab. Using the default card visualization profile, when the ticket has an unread customer response then the summary is bold. Hover over the ticket summary to display the ticket description. This is only visible if the ticket has a description.
  4. Ticket Type, Subtype and Item. This is shown if the board's "Ticket type/subtype/item" option is enabled.
  5. Length of time since the last time entry was created for this ticket. This is shown if the column's "Time entries" option is enabled.
  6. Time remaining before the SLA for this ticket expires. This is shown if the column's "SLA time" option is enabled.
  7. Actual time (sum of time entries) and budget time from the ticket.
  8. Priority indicator. Hover your cursor over the ticket to show the priority name.
  9. Length of time since the ticket was created. This is shown if the board's "Ticket age" option is enabled.
  10. Due date of the ticket. This is shown if the board's "Due date" option is enabled.
  11. Length of time since the last note was created for this ticket. This is shown if the column's "Last note" option is enabled.
  12. Length of time since the ticket has changed statuses in TopLeft. This is shown if the column's "Status age" option is enabled.
  13. Assigned resources. When the assignment has a schedule entry for a specific date and time, the member's image has an outline and hovering over the image shows the schedule entry details.
    For example:


    The outline color is blue for entries on future dates, green for entries on the current date, or red if it is in the past:
  14. Company name

Project Ticket Cards

Project ticket card

Overall the project ticket is the same except for the section highlighted in red. A project card will show its Project name and Phase name if the board's "Project name" and "Phase name" options are enabled, respectively.

 

Predecessor tickets

Ticket predecessors

The card predecessor field is shown if the board's "Predecessor" option is enabled. If a card has a predecessor associated with it, you can hover over the field and the predecessor will be highlighted if it is present on the board. Highlighting is not supported for predecessor phases.

 

Project Cards

Project Card

  1. Project ID. You can easily copy the project ID to your clipboard by hovering over the number with your cursor, then clicking the  icon that appears.
  2. Card Menu, with these functions:
    1. Send to Top: ranks the project at the highest priority in the column
    2. Send to Bottom: ranks the project at the lowest priority in the column
    3. Show Description: opens a dialog to view the project's description
    4. Change Status: opens a dialog to select a new status for the project, including statuses that aren't mapped to any column
  3. Ticket board link: click to open a TopLeft Ticket board filtered to tickets from this project. The ticket board that is opened is selected in the board's edit page with the "Ticket board" field.
  4. Estimated start and end of the project. This is shown if the board's "Estimated start and end" option is enabled.
  5. Actual start and end of the project. This is shown if the board's "Actual start and end" option is enabled.
  6. The Completion percent of the project. This is shown if the board's "Percentage complete" option is enabled.
  7. The Actual hours on the project. This is shown if the board's "Actual hours" option is enabled. 
  8. Length of time since the project has changed statuses in TopLeft. This is shown if the column's "Status age" option is enabled.
  9. The Project manager of the project.
  10. Company name
  11. Project name

 

Activity Cards

  1. Activity ID. You can easily copy the activity ID to your clipboard by hovering over the number with your cursor, then clicking the  icon that appears.
  2. Card Menu, with these functions:
    1. Send to Top: ranks the activity at the highest priority in the column
    2. Send to Bottom: ranks the activity at the lowest priority in the column
    3. Show Notes: opens a dialog to view the activities notes.
    4. Change Status: opens a dialog to select a new status for the activity, including statuses that aren't mapped to any column
  3. The associated ticket or opportunity
  4. Length of time since the activity has changed statuses in TopLeft. This is shown if the column's "Status age" option is enabled.
  5. Assigned member for this activity.
  6. Activity type
  7. Company
  8. Activity name

 

Sales Cards

The parts of a sales card are:

Sales Card

  1. Opportunity ID. You can easily copy the opportunity ID to your clipboard by hovering over the number with your cursor, then clicking the  icon that appears.
  2. Card menu, with these functions:
    1. Send to Top: ranks the opportunity at the highest priority in the column
    2. Send to Bottom: ranks the opportunity at the lowest priority in the column
    3. Change Stage: allows you to select a new stage for the opportunity, including stages that aren't mapped to any column
  3. Opportunity summary. Click the summary to open the opportunity in a new tab in the ConnectWise web application. Hold the Shift key and click the summary to open the opportunity in the existing tab.
  4. Company name
  5. Sales rep and inside rep
  6. Length of time since the opportunity has changed stages in TopLeft. This is only shown if the column's "Status Age" option is enabled.
  7. Expected close date. This is shown if the board's "Show expected close date" option is enabled.
  8. Age of opportunity. This is shown if the board's "Show opportunity age" option is enabled.
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