The Recommended Technician Dashboard

Technician Dashboard Assistance

WARNING: for this Technician dashboard to be fully functional, there are other configurations that need to be in place.

Here is a concise list of what else needs to be done before the configuration can occur. Use the links in the sections below for information on how to complete each step.

Customer’s requests segmented into four workflows (Incidents, Service Requests, Projects, and Recurring visits)

4 Workflows to Help you Manage all Your MSP Customer Requests

Cradle to Grave the Journey of Customer Request Workflows

Using Priorities to segment the four workflows (along with five sub-priorities for Incidents and four sub-priorities for Service Requests)

How to Start the Race to Optimization

Statuses reviewed for SLA Event “Waiting Customer”

-16 Statuses to Rev-Up MSP Service Delivery

SLA configurations

Click here for an excel download of SLA configurations

Workflow Rules – specifically for “On-Hold” tickets

Workflow Rules: The Hemi of the IT Managed Service Providers

PSA Tool Contract fields that impact the dashboards

Click here for step-by-step instructions

As you know, everyone’s Autotask is a little bit different. For Help tweaking your configs for your Autotask database, book a free coaching call with Steve

Technician Dashboard Build Guide 

  • Log into Customers Autotask database 
  • Roll over the 3-bars symbol  
  • Select Managed Shared Tabs 
  • New Tab  
  • Tab Name: Service Technician SDB-C 
  • Tab-Level Filter
  • Filter: Resource 
  • Default Value: (our user name) 
  • Save 

Ready to be Resolved 

  • Add a Widget 
  • Select: Choose a Widget from Library > Next 
  • Entity: Tickets 
  • Select: Most Recent Alerts > Next 
  • Widget Name/label: Ready to be Resolved 
  • Description: This is a list of tickets in SLA Next Event Due Priority, and they are to be worked topdown in this order.  This is a mix of Incidents and remote non-scheduled service requests. 
  • Primary/First Column: Account (Company, Client, Line of Business), Ticket Number, Title 
  • Additional Columns: Remove Sub-Issue (includes Issue)  
  • Additional Columns: Next SLA Event Due, Priority, Status, Resource (Primary or Secondary), Estimated Hours, Queue, Contract 

Filters: 

Filter 1: Change to Service Call is Scheduled Equal To No 

Filter 2: Status not in list Complete, Waiting Customer, Waiting … 

Note: Duplicate Tab 

  • Rollover Big “A” and Select: Admin 
  • Expand: Service Desk (Tickets) 
  • Select: Task & Ticket Status 
  • Note: Complete, All statuses that are SLA Event “Waiting Customer” and Active 

Filter 3: Resource (Primary or Secondary) *Equal to tab Level 

Filter 4: Priority not in list Projects, Recurring Visits 

Note: If neither of these exists, please delete this filter 

Options:  

Display data based on: Next SLA Event Due 

  • Display Earliest 25 
  • Emphasis Column: Status 
  • Show Header row: Checked 
  • Show Action Column: Checked 
  • Finish 

Waiting Status Tickets: 

  • Copy Ready to be Resolved widget 
  • Rename: Waiting Status Tickets 
  • Description: This is a list of tickets in Waiting Status.  Waiting Statues suspend the SLA clocks; therefore, there is no Next SLA Event due – therefore no date we can prioritize on. 
  • This Widget is sorted by Last Activity Date. 
  • Additional Columns: remove “Next SLA Event Due 
  • Additional Columns: Add Last Activity Date – move to the top 
  • Filter 2: Status In List Waiting … {Remove Complete only} 
  • Options: Display data  based on “Last Activity Date. 
  • Save and Close 

Service Calls Scheduled: 

  • Add a Widget 
  • Select: Choose a Widget from Library > Next 
  • Entity: Service Calls 
  • Select: My Service Calls Today – Next 
  • Widget Name/label: Service Calls Scheduled 
  • Description: Service Calls that you are assigned to today, tomorrow and in a grid format. Access the service call’s details in 1 click. 
  • Additional Columns: Add “Start Date” and move to the top 
  • Filter 1: Start Date Dynamic Range Start of Today 
  • Filter 2: Assigned Resources *Equal to tab-level 
  • Options: check “Show Action Column” 
  • Finish 

Who is on PTO Today 

  • Add a Widget 
  • Select: Choose a Widget from Library > Next 
  • Entity: Out of Office 
  • Select: Out of Office this Week > Next  
  • Description: This shows who in the Company is on PTO allowing awareness of whose responsibilities may need to be covered, and saves time trying to track down people who may be on PTO 
  • Primary/First Column: Remove Holiday, Location, Date Range, & Returning 
  • Additional Columns: Add Start Date/Time and End Date/Time 

Filter: 

  • Filter 2: Delete (X) 

Options: 

  • Show Header Row Checked 
  • Finish

My Open Tickets 

  • Add a Widget 
  • Select: Choose a Widget from Library > Next 
  • Entity: Tickets 
  • Select: My Open Tickets (Non-Recurring) – Next 
  • Description: All Open Tickets in my name, plus those that are Overdue, Critical, and with a Customer response – along with Customers Response to anyone in the Company 

Sub-Widget 1 

  • Set Break Points Based On: I will specify the breakpoints 
  • Break Points: 5  10  20  40 
  • Filter 2: Primary Resource *Equal to tab-level 

Sub-Widget 2 

  • Name/Label: Overdue 
  • Set Break Points Based On: I will specify the breakpoints 
  • Break Points: 2  8 
  • Filter 2: Primary Resource *Equal to tab-level 
  • Filter 3: Due Date dynamic range – Now 

Sub-Widget 3 

  • Name/Label: Critical 
  • Breakpoints: 0  1  3 
  • Filter 3: Primary Resource *Equal to tab-level 
  • Copy Sub-Widget -> Yes 
  • Rollover 3 dots and select Settings 

Sub-Widget 4 

  • Name/label: My Customer Responded to Tickets  
  • Segments 3 
  • Break Points: 0  6 
  • Filter 1: Status equal to “Customer Note Added. 
  • Note: if it does not exist choose “New” & email me 
  • Filter 2: Delete (X) 
  • Copy Sub-Widget -> Yes 

Sub-Widget 5 

  • Name/label: All Customer Responded to Tickets 
  • Filter 2: Delete (X) 

Layout Size: 

  • Width: Three Panel size 
  • Save and Close 

Technician Hours worked this week: 

  • Add Widget 
  • Select: Choose a widget from the widget library > next 
  • Work Entries – last one in the list 
  • Overall Hours Worked this Week > next 
  • Widget Name/label: Team Hours Worked This Week 
  • Description: Have your resources logged the number of hours you expected this week? And how many of those hours are billable? The bars on this widget show the sum of hours worked each day this week. 
  • Clear out “Also report on…” field (X) 
  • Group Data By Resource 
  • Secondary Grouping: Work Date Day of Week 

Note: if greyed out, basic Visualization Type, and reselect the Advanced Visualization Type 

  • Add the second filter: Resource, InListAll Technicians 

Note: Duplicate Tab 

  • Rollover Big “A” and Select: Admin 
  • Expand: Resources/Users(HR) 
  • Select: Weekly Billable Hours Goals 
  • Note anyone with a Weekly Billable Hours goal above zero 
  • Finish 

Projects: 

  • Copy Ready to be Resolved widget 
  • Widget Name/label: Projects 
  • Description: This is a list of tickets in the Project queue sorted by Due Date 
  • Additional Columns: remove “Next SLA Event Due & Priority 
  • Additional Columns: Add Due Date – move to the top 
  • Filter 1: Priority Equal to Projects 
  • Filter 2: Status Not Equal to Complete 
  • Filter 4: Delete (X) 

Options:  

  • Display data  based on …: “Due Date” 
  • Display: Earliest 25  
  • Save and Close 

SLA – Triage (First Response) Summary 

  • Select: Add a Widget 
  • Select: Choose a Widget from Library > Next 
  • Entity: Tickets 
  • Select: SLA – First Response Summary > Next 
  • Widget Name/Label: SLA – Triage (First Response) Summary 
  • Description: Shows the number of tickets waiting for Triage and more important if any are overdue. 

Sub-Widget 1 

  • Name/Label: Triage Overdue 
  • Change Filter 4 to: Service Level Agreement is not empty 

Sub-Widget 2 

  • Name/Label: Triage Due in < 1 hour 
  • Change Filter 4 to: Service Level Agreement is not empty 

Sub-Widget 3 

  • Name/Label: All Triage Tickets 
  • Segments: 3 
  • Break Points: 0  10 
  • Filter 2: Queue Equal to Triage 
  • Filter 3: First Response Date – delete (X) 
  • Finish 

Assigned / Completed Ratio over the last 3 months: 

  • Copy My Open Tickets 
  • Widget Name/Label: Assigned / Completed Ratio over the last 3 months 
  • Description: This widget shows a comparison of how many tickets were assigned vs. completed two months ago, last month, and so far this month 
  • Color Scheme: Green, Yellow, Red 

Sub-Widget 1 

  • Name/label: Tickets Assigned Month Before Last Month 
  • Break Points: 10  90  110  150 
  • Filter 1: Create Date Dynamic Range Start of Prior 2 Months – End of Prior 2 Months 

Sub-Widget 2 

  • Name/label: Tickets Completed Month Before Last Month 
  • Break Points: 10  90  110  150 
  • Filter 1: Complete Date Dynamic Range Start of Prior 2 Months – End of Prior 2 Months 
  • Filter 3: Due Date – Delete (X) 

Sub-Widget 3 

  • Name/label: Tickets Assigned Last Month 
  • Segments: 3 
  • Break Points: 10  90  110  150 
  • Filter 1: Create Date Dynamic Range Start of Prior Month – End of Prior Month 
  • Filter 2: Priority – Delete (X) 

Sub-Widget 4 

  • Name/label: Tickets Completed Last Month 
  • Break Points: 10  90  110  150 
  • Filter 1: Complete Date Dynamic Range Start of Prior Month – End of Prior Month 

Sub-Widget 5: 

  • Name/label: Tickets Assigned this Month 
  • Break Points: 10  90  110  150 
  • Filter 1: Create Date Dynamic Range Start of Current Month – End of Current Month 
  • Filter 2: Primary Resource *Equal to tab-level 
  • Copy Sub-Widget 4 -> Yes 

Sub-Widget 6: 

  • Name/label: Tickets Completed this Month 
  • Break Points: 10  90  110  150 
  • Filter 1: Complete Date Dynamic Range Start of Current Month – End of Current Month 
  • Save & Close 

SLA – Tech Engagement (Resolution Plan) Summary 

  • Select: Add a Widget 
  • Select: Choose a Widget from Library > Next 
  • Entity: Tickets 
  • Select: SLA – First Response Summary > Next 
  • Widget Name/Label: SLA – Tech Engagement (Resolution Plan) Summary 
  • Description: This widget shows Customer Requests that overdue for engagement, along with tickets that need to be engaged on in the next 2 hours, 24 hours, 1-2 business days, and engagement due in more than two days out. 

Sub-Widget 1 

  • Name/Label: Tech Engagement Due in < 2 hours 
  • Break Points: 0  2  5 
  • Filter 2: Resolution Plan Due Dynamic Range Now – Now plus 2 hours 
  • Filter 3: Resolution Plan Date is empty 
  • Filter 4: Service Level Agreement is not empty 
  • Filter 5: Resource (Primary and Secondary) *Equal to tab-level 

Sub-Widget 2 

  • Name/Label: Tech Engagement Overdue 
  • Filter 2: Resolution Plan Due Dynamic Range – Now 
  • Filter 3: Resolution Plan Date is empty 
  • Filter 4: Service Level Agreement is not empty 
  • Filter 5: Resource (Primary and Secondary) *Equal to tab-level 

Sub-Widget 3 

  • Name/Label: Due in Next 24 Hours 
  • Break Points: 0  5  10 
  • Filter 2: Resolution Plan Due Dynamic Range Now plus 2 hours – Now plus 24 hours 
  • Filter 3: Resolution Plan Date is empty 
  • Filter 4: Service Level Agreement is not empty 
  • Filter 5: Resource (Primary and Secondary) *Equal to tab-level 
  • Copy this Sub-Widget -> Yes 
  • SLA – Tech Engagement (Resolution Plan) Summary > Settings 

Sub-Widget 4 

  • Name/Label: Due in 1-2 Bus Days 
  • Segments: 3 
  • Break Points: 0  20  30  40 
  • Filter 2: Resolution Plan Due Dynamic Range Now plus 24 hours – Today plus 2 days 
  • Copy this Sub-Widget -> Yes 

Sub-Widget 5 

  • Name/Label: Due in more than 2 days 
  • Filter 2: Resolution Plan Due Dynamic Range Today plus 2 days – 
  • Save & Close 

SLA-Completion (Resolved) Summary 

  • Copy Widget SLA-Tech Engagement (Resolution Plan) Summary 
  • Widget Name/Label: SLA – Completion (Resolved) Summary 

Description: This widget shows Customer Requests that overdue for completion, along with tickets that need to be completed in the next 2 hours, 24 hours, 1-2 business days, and completion is due in more than two days out. 

Sub-Widget 1 

  • Name/Label: Completion due in < 4 hours 
  • Filter 2: Resolved Due Dynamic Range Now – Now plus 4 hours 
  • Filter 3: Resolved Date is empty 

Sub-Widget 2 

  • Name/Label: Completion Overdue 
  • Filter 2: Resolved Due Dynamic Range – Now 
  • Filter 3: Resolved Date is empty 

Sub-Widget 3 

  • Filter 2: Resolved Due Dynamic Range Now plus 4 hours – Now plus 24 hours 
  • Filter 3: Resolved Date is empty 

Sub-Widget 4 

  • Filter 2: Resolved Due Dynamic Range Now plus 24 hours – Today plus 2 days 
  • Filter 3: Resolved Date is empty 

Sub-Widget 5 

  • Filter 2: Resolved Due Dynamic Range Today plus 2 days 
  • Filter 3: Resolved Date is empty 
  • Save and Close 

My Aged Tickets: 

  • Copy My Open Tickets 
  • Widget Name/Label: My Aged Tickets 
  • Description: This widget shows the age of all open tickets over the next 3 weeks and beyond. 

Sub-Widget 1 

  • Name/label: < 1 Week Old 
  • Filter 3: Age (in days) Less than 7 

Sub-Widget 2 

  • Name/label: 1-2 Weeks Old 
  • Filter 3: delete (X) {Due Date} 
  • Filter 4: Age (in days) greater than or equal to 7 
  • Filter 5: Age (in days) Less than 14 

Sub-Widget 3 

  • Name/label: 2-3 Weeks Old 
  • Segments: 3 
  • Break Points: 0134 
  • Filter 2: delete (X)  
  • Filter 4: Age (in days) greater than or equal to 14 
  • Filter 5: Age (in days) Less than 21 

Sub-Widget 4 

  • Name/label: > 3 Weeks Old 
  • Break Points: 5102040 
  • Filter 1: Status Not Equal to Complete 
  • Filter 3: Age (in days) greater than or equal to 21 

Sub-Widget 5: 

  • What do you want to report on? (X) to delete the sub-widget 

Layout Size: 

  • Width: Four Panel 
  • Save & Close 
Technician Dashboard Assistance

WARNING: for this Technician dashboard to be fully functional, there are other configurations that need to be in place.

Here is a concise list of what else needs to be done before the configuration can occur. Use the links in the sections below for information on how to complete each step.

Customer’s requests segmented into four workflows (Incidents, Service Requests, Projects, and Recurring visits)

4 Workflows to Help you Manage all Your MSP Customer Requests

Cradle to Grave the Journey of Customer Request Workflows

Using Priorities to segment the four workflows (along with five sub-priorities for Incidents and four sub-priorities for Service Requests)

How to Start the Race to Optimization

Statuses reviewed for SLA Event “Waiting Customer”

-16 Statuses to Rev-Up MSP Service Delivery

SLA configurations

Click here for an excel download of SLA configurations

Workflow Rules – specifically for “On-Hold” tickets

Workflow Rules: The Hemi of the IT Managed Service Providers

PSA Tool Contract fields that impact the dashboards

Click here for step-by-step instructions

As you know, everyone’s Autotask is a little bit different. For Help tweaking your configs for your Autotask database, book a free coaching call with Steve

How to use the Technician Dashboard 

 Welcome to the Technician dashboard. This is a narrative of how to use the dashboard.  The goal of the dashboard is to provide a holistic view of everything on your plate, what is most important for you to be working on, with an awareness of everything else that may become front and center on a moment’s notices. 

Ready to be Resolved widget 

In the top left corner is the most important widget – Ready to be Resolved.  This widget is your primary worklist.  It is a list of all of the tickets that need to be closed in an SLA priority order.  If you do nothing else, but work on these requests from the top down, you will be doing your job. 

Waiting Status Tickets widget 

When a ticket assigned to you is put into a waiting status (Waiting Customer, Waiting Vendor, Waiting Parts, etc.) the SLA clock is paused.  The pausing of the clock removes the Next SLA Event Due date/time.  The removal of the date/time drops the ticket to the top or bottom of the Ready to Resolve widget and is therefore out of priority order.  For this reason, we move the ticket to the Waiting Status Tickets widget and prioritize the order by Last Activity Date.   

Please monitor this Widget, and if the Last Activity Date is more than a few days old, and the Customer has not responded, pick up the ticket and see what we can do to move it along.  For example: ping the Customer, check on the parts, ping the vendor, etc.   

If you know when the response you are waiting for is coming in, feel free to move the status to On Hold and change the due date to when you expect the response.  This will move the ticket out of the Waiting Status Tickets and when the due date is reached, put it back in the Ready to Resolve widget. 

Service Calls Scheduled 

This is a list of the next Service Calls on your calendar.  They may be on-site or remote engagements, but they are times promised to the Customer.  Please keep an eye on the widget, and adjust your Ready to Resolve engagement so when the appointed time comes, you can easily disengage from the Ready to Resolve widget and engaged on the scheduled service call.   

Do not worry about opened scheduled tickets with no future service calls.  These are on the Service Coordinators dashboard, and they will be reaching out asking about rescheduling, contacting the Customer, or asking you to finish documenting, time entry, and closing the ticket. 

Out of Office this Week 

This widget provides an awareness of who is working and who is not.  The idea is it will save you time trying to track down someone who is unavailable.  Also, if you are aware of work that needs to be done, but the person doing the work is off, it allows the team to respond in advance rather than when something goes haywire. 

My Open Tickets 

This widget is the one place where every non-recurring ticket that is assigned to you can be accounted for and accessed.   

Total: It depends on your operations how many open tickets are manageable at any one time, but in general, less than 20 is the norm.  If the number is over 20, work with the Service Coordinator and closing the 5 oldest tickets today or this week, to get the count down – course this assumes you can keep with the new tickets that are flowing into the Ready to Be Resolved widget.  

Overdue: These are past due, so not much can be done to keep from disappointing the Customer.  The best thing to do is to keep the number from growing by focusing on the Ready to be Resolved widget, and working with the Service Coordinator to close the 5 most overdue tickets. 

Open Critical: Critical Customer Requests have a different protocol (SOP) than any other request.  While an all-hands-on-deck approach is too disruptive to the operation, making sure everyone is aware that a Critical Customer Request has come in, goes a long way to expedite service to the Customer.  Unless you are the designated go-to person for Critical request, or in a good place with the rest of your responsibilities, continue focusing on the Ready to Be Resolved widget, but be prepared to be disrupted if needed. 

My Customer Responded to Tickets: At any time a Customer, Vendor, Parts delivered may respond to a ticket in waiting status (there is a first time for everything). When this happens, the ticket is moved to the Ready to Be Resolved queue. This sub-widget serves two purposes. 1) it alerts your response has come in. 2) It provides easy access to the ticket by clicking on the number in the circle. 

All Customer Responded to Tickets: This sub-widget alerts you that a Customer has responded to any ticket.  If no one is on PTO, continue focusing on the Ready to Be Resolved widget (are you noticing a theme here.) If someone is off, you may want to click on the number in the circle to check and see if the response is to someone 

Team Hours Worked This Week: This is a collaborative, positive habit-forming widget.  It is a subtle reminder to you that you have not put any time in yet today, or even worse yet, this week.  It also provides you an opportunity to be a good team member and encourage the rest of the support team to get their documentation, and time in, on a real-time basis. 

Projects: This is a list of tickets or tasks assigned to you.  When to work on them should be in the Service Call Scheduled widget, but this is easy access to where you need to put your time and other notes in.  It is prioritized by the due date, but that does not mean it is in the order the projects need to be worked on, just the order they need to be completed in. 

Next SLA – Triage (First Response) Summary: No action item here for you; unless you are covering the Triage queue.  If you are covering the Triage queue, then this widget takes priority over the Ready to Be Resolve widget.  New tickets or other tickets needing Service Coordination will be accounted for here.  Click on the number  

Assigned / Completed Ratio over the last 3 Months: This widget shows the short term trend of the Technicians volume of work as well as if he is gaining or not-gaining on addressing the total Open Tickets number.  At the very least they should focus on closing more tickets this month than assigned to them.  It would be even better if this month they closed more tickets than the past two months. 

Next SLA – Tech Engagement (Resolution Plan) Summary: The Next SLA – Tech Engagement widget is nice to know.  It shows, of the open tickets assigned to you, which ones are coming up on Tech Engagement SLA Due.  By focusing on the Ready to Be Resolved list, hitting SLAs should happen naturally.  This widget is provided so, when time permits, you have a glimpse into what is ahead of you.  

Next SLA – Completion (Resolve) Summary: The Next SLA – Completion widget is nice to know.  It shows off the open tickets assigned to you, which ones are coming up on Completion SLA Due.  By focusing on the Ready to Be Resolved list, hitting SLAs should happen naturally.  This widget is provided so, when time permits, you have a glimpse into what is ahead of you.  

My Aged Tickets: This is also nice to know.  The number of tickets reported in this widget should match the Open Tickets widget, Total sub-widget number.  It shows the Total open tickets spread across the last four weeks and more, providing an indication of how all some of the tickets are. 

On Hold – non-widget: There is a ticket queue where on-hold tickets are placed off your current view.  This is on purpose and provides a place to put non-project tickets where engagement is off in the future, mostly due to Customer’s request.  By putting the ticket status equal to On Hold, and setting a future date, Workflow Rules will move the ticket from view and return it to the Ready to Be Resolved widget when the due date arrives.  Rest assured the Service Coordinator has a widget showing all tickets onhold. 

Technician Dashboard Assistance

WARNING: for this Technician dashboard to be fully functional, there are other configurations that need to be in place.

Here is a concise list of what else needs to be done before the configuration can occur. Use the links in the sections below for information on how to complete each step.

Customer’s requests segmented into four workflows (Incidents, Service Requests, Projects, and Recurring visits)

4 Workflows to Help you Manage all Your MSP Customer Requests

Cradle to Grave the Journey of Customer Request Workflows

Using Priorities to segment the four workflows (along with five sub-priorities for Incidents and four sub-priorities for Service Requests)

How to Start the Race to Optimization

Statuses reviewed for SLA Event “Waiting Customer”

-16 Statuses to Rev-Up MSP Service Delivery

SLA configurations

Click here for an excel download of SLA configurations

Workflow Rules – specifically for “On-Hold” tickets

Workflow Rules: The Hemi of the IT Managed Service Providers

PSA Tool Contract fields that impact the dashboards

Click here for step-by-step instructions

As you know, everyone’s Autotask is a little bit different. For Help tweaking your configs for your Autotask database, book a free coaching call with Steve