Checklists

A checklist is a procedure you follow step by step, such as onboarding a new user, offboarding a leaver or setting up a workstation. Admins keep reusable templates. A technician starts a checklist from one for a client and ticks the steps off as they go. Knowpoint records who ticked each step and when.

#Templates (admins)

Templates live in Admin → Checklist templates. You need Manage asset types and checklist templates to change them.

• Add starter templates gives you New user onboarding, User offboarding and New workstation setup to adapt.
• + New template opens the builder:
  • + Step adds a step. Press Enter in a step to add the next one.
  • + Section adds a heading that groups the steps below it, such as Before they start or First day.
  • + Sub-step on a step adds a smaller step under it. A step with sub-steps is done when all of them are.
  • ↑ ↓ reorder, and ✕ removes.
  • Paste a list adds many steps at once: one per line, indent a line to make it a sub-step, and end a line with a colon to start a section.
• Where it's available: offer a template in every organization, or only these organizations, like flexible asset types. Elsewhere it isn't offered.
• From a document: open a document and choose ☑️ Make a checklist. Its headings become sections, its numbered and bulleted lists become steps, and indented items become sub-steps. A client's document makes a template for that client only.

Templates are just the steps. Who does each step, and by when, is set on the checklist once it's started.

Changing a template doesn't change checklists already started from it: each checklist keeps its own copy of the steps.

#Start a checklist

1. Open the organization and choose the Checklists tab. You can also go to 🌍 Global → Checklists and choose Start a checklist for…, or use the browser extension.
2. Choose a template offered for that client, or No template to write the steps there and then.
3. Optionally give it a title (for example Onboarding: Jane Smith), an owner and a due date.
4. If a PSA is connected, optionally choose the ticket it's for, from the client's open synced tickets.
5. Choose Start checklist.

The owner gets a notification in their 🔔 inbox.

#Link it to a ticket, contacts, devices and documents

The top of a checklist has a row for each kind of thing it can be linked to: Ticket, Contact, Device and Document. The Ticket row appears once a PSA (HaloPSA, ConnectWise or Autotask) is connected in Admin → Integrations, and lists the tickets synced from it. Choose + Add on a row to search the client's items of that kind. Before you type, it lists the client's open tickets, or its first few contacts, devices or documents. Linked items show as chips you can click; ✕ unlinks one.

A checklist has one ticket. Choose Change to link a different one in its place. It can have as many contacts, devices and documents as you need.

When you link a HaloPSA ticket, Knowpoint adds a private note to the ticket with a link back to the checklist, so whoever opens the ticket in Halo can find it. The ticket row then shows ✓ Noted in HaloPSA. This uses the Halo integration's Add a private note to a ticket option, which is on by default. If Halo refuses the note (for example, when the Halo API application doesn't have the edit:tickets permission), the ticket is still linked and you're told why. Tickets from Autotask and ConnectWise are linked in Knowpoint only: nothing is added to the ticket.

#Work through it

• Tick each step as you finish it. Ticked steps show who ticked them and when. Ticking a step with sub-steps ticks them all.
• Assign a step and give it a due date right on the step: choose a person from 👤 Assign, and a date from the 📅 calendar. Each change is saved straight away. The person is notified at once, and reminded on the day it's due, in the app and by email. If a step has no assignee, its reminder goes to the checklist's owner. A late step's date turns red.
• Choose 📝 on a step to add a note, such as a serial number or a change window. Press Enter to save it.
• When every step is ticked, the checklist is marked ✓ Done. Unticking a step opens it again.

#Keep track

• 🌍 Global → Checklists lists every checklist across the organizations you can see: Open, Assigned to me (checklists you own, or with a step assigned to you), Overdue and Done.
• The Global page's Checklists card shows how many are open, and how many are overdue or assigned to you.
• An organization's Overview shows its checklists in progress.
• The browser extension's Checklists tab shows what's assigned to you and the open checklists for the client of the page you're on. You can tick steps and start a checklist there too.

Anyone who can see an organization can see its checklists. Starting checklists and ticking or editing steps needs Edit client documentation, and deleting one needs Delete client documentation.