Cards can be customized based on the data on your tickets. You can customize cards to simply alter their default appearance, but you can also create rules to alter the appearance of the cards based on specific conditions. As the ticket's data changes, its CW Kanban Card will update dynamically to give you a quick visual representation of information you care about. For example, you could create a rule so a ticket that has a "Ready" status, and also has no resources assigned would be outlined in a custom color, or change the background color too. Read on to learn about all the customization options.
Profiles are added to columns on the board edit page. To assign a profile to a column, go to the column setup on the board edit page. Select a profile from the labelled dropdown menu on your columns, and save the board.
Card customizations are applied to cards by Style Profiles. Profiles have rules that format the cards based on custom conditions you set, called Style Rules. Access the profiles page by clicking the "Profiles" link located next to the "Boards" dropdown on the nav bar. From here you can view and edit the current Style Profiles, or create a new one. To begin there is only the default profile. The default profile can not be edited, and has one rule, that highlights cards titles in bold if a customer has replied to a ticket.
Open a profile by clicking its name or the button , and delete them by clicking the button.
To create a new profile click the button, which will take you to the create/edit profile screen.
Rules appear in a list on the profile, and can be dragged to organize their evaluation order.
The first rule is the default appearance of the card and the style options in it are always applied. If you drag another rule into the first position, it will become the default rule. Rules that previously had conditions on them will now ignore those conditions, and always apply the style options in it. Dragging a rule from the first position will restore its old conditions, if it previously had them.
After that each rule is applied sequentially. If multiple rules match a ticket and modify the same property, the rule further down the list will set that property. This allows you to layer your rules to create adaptable rulesets for many different scenarios.
Profile changes aren't applied until you save them. That way the previous state of a profile is unchanged if you decide you need to start over. To commit your changes, click the button.
On the Style Profile Create/Edit page, click the button to create a new rule. If it is the first rule, the condition fields will be disabled. This is because the first rule is the default appearance, and will always set the styles provided. If you would like to keep the default appearance of the cards the same as the provided default profile, i.e. white backgrounds and normal font, do not modify the style section and save the rule as is.
Components of a Rule
Rules are divided into Conditions and Styling:
Conditions are the specific triggers that determine if the styles in the style section are applied to cards. Conditions are ANDed together, i.e. If a rule has the "No Resource Assigned" checked and "Status Match" set to "In Progress", it will only trigger on cards "In Progress" with no resource assigned to them.
- Status match: If this text is found in a status, this condition is met. i.e. 'Progress' will match the status 'In Progress'
- Priority match: If this text is found in a priority, this condition is met. Functions the same as Status match.
- ConnectWise board match: If this text matches any part of a ConnectWise board's name, this condition is met.
- Ticket type: Can be set to Service Ticket, Project Ticket or Project Issue. If the ticket is of the selected type, this condition is met.
- No resource assigned: If a card has no resources assigned to it, this condition is met.
- Customer updated: When a customer has responded to a ticket, this condition is met.
- No budget set: If a card has no budget set, this condition is met.
- Status age exceeded: If the time a ticket has been in a single status exceeds the set threshold, this condition is met. This only matches if the "Status age" option is set. Both the option to show Status age, and the warning for the threshold, is set in the column settings, on the board edit page.
- Time entry age exceeded: If the time since a Time Entry has been created on a ticket exceeds the set threshold, this condition is met. This only matches if the "Time entries" option is set. Both the option to show Time entry age, and the warning for the threshold, is set in the column settings, on the board edit page.
- Note age exceeded: If the time since a Note has been created on a ticket exceeds the set threshold, this condition is met. This only matches if the "Last note" option is set. Both the option to show the Last note age, and the warning for the threshold, is set in the column settings, on the board edit page.
- SLA expired: If the SLA time remaining on a ticket is below the set threshold, this condition is met. This only matches if the "SLA time" option is set. Both the option to show the SLA age, and the warning for the threshold, is set in the column settings, on the board edit page.
Styling is the custom properties applied to the card when the conditions of a rule are met.
The default appearance of the card (right) is displayed with the altered style option (left)
- Left bar color: This sets the color of the bar on the far left of a card, normally for priority colors. This overrides the card's normal priority color.
- Background color: This will change the background color of the card. The column's background will not be affected.
- Border color: This will highlight the card with a colored border.
- Title font weight: Make card summaries stronger or weaker.
- Border size: Modify the thickness of the border of the card.