Roadmap

Roadmap tracks every client's hardware lifecycle, drives replacement decisions, runs IT business reviews, and follows up automatically until decisions get made. Data comes in live from NinjaRMM (devices), Halo (tickets and CSAT), Huntress (security), and Microsoft 365 (user accounts). Nothing here is manually maintained: if it's in those systems, it's here.

Signing in: team members use their email and password. Roles: Admins see everything including Settings. Members see everything except Settings.

1. They appear automatically. Any organization in NinjaRMM shows up on the Clients list with devices already scored Healthy / Aging / Replace by age and OS support status.
2. Check the Halo match. Ticket stats in the client header and the Service slide match by client name. If the header shows no support numbers, the Ninja name and Halo name differ: fix the name on either side.
3. Connect Microsoft 365. Client page → Users tab. Enter their tenant (like practice.onmicrosoft.com), Save, then Grant access: sign in with an admin account in their tenant and click Accept. Hit Refresh and the user list appears. This also powers the User review slide and their logo on presentations.
4. Huntress is automatic when their Huntress org name matches, same as Halo.
5. Set the review cadence on the ITBRs tab (or leave Default).
6. Set who gets emails. The client contact email and name control where portal links, check-ins, and recaps go.
7. Enroll. The Enrolled button on the client header starts the engine: kickoff email with their roadmap portal link goes out, and the follow-up ladder takes over from there.
8. Present when you meet. ITBRs tab → Present ITBR. The first presentation also records the baseline for trend arrows at the next review.

Dashboard: upcoming ITBRs across all clients and overdue action items.

Clients → a client: five tabs. Roadmap is the plan: timeline items, budget, decisions. Assets is every device with search, status, age, and the spec filters (OS / Type / RAM, multi-select), plus per-device decisions and overrides. Users is their Microsoft 365 accounts with license, last sign-in, admin status, and cleanup flags. ITBRs is meetings: schedule, Calendly sync, notes, action items, Present ITBR, Email recap, Print report. Emails is every message the system has sent them.

Assets (main tab): the same device table across all clients at once. Same spec filters.

Budget: replacement spend by year across all clients.

Report: printable client report.

Settings (admins): Team logins, automation toggles, device lifespans and costs, VM exclusion, and support-line visibility.

Keys: ← → or space to move, N for the notes drawer, Esc closes any drill-down. The client sees your screen: everything on it is client-safe.

Executive summary: letter grades. Hardware = share of fleet healthy. Service = CSAT when there are 3+ responses, otherwise resolution record (no complaints = A). Security = endpoint coverage, capped at C if anything is open. User hygiene = licensed accounts that signed in within 60 days. Ring = overall average. Trend arrows appear from the second review on.

Where your technology stands: fleet tiles, click any for the device list.

Service delivery: satisfaction, ticket mix, busy hours, top requesters. Click the ticket count or a category for the ticket list. Add service feedback during the conversation and send it to support in one click: it becomes a ticket.

Security posture: coverage, incidents, missing devices, admins. Every tile drills. The coverage drill names exactly which devices lack protection. Security notes send to support the same way.

User account review: every account, sortable columns, GLOBAL ADMIN badges. Flag for cleanup: Disable, Delete, Convert to shared mailbox (asks for forwarding), Remove admin, or Other with a note. Send the batch to support.

Asset review: decisions due on top with live Approve / Not now / Decom buttons: decisions recorded on the spot count as the client deciding. Below, every other device with flags (Decommission, Move, Repair, Reassign, Other) for the "that's Paul's old computer" moments.

Roadmap and Budget: the plan those decisions feed, and the 3-year spend picture.

Wrap-up: open action items and Email recap, which sends the client a plain-language summary with a fresh portal link.

Opening a presentation marks that day's review as Held in the ITBRs list, and meeting notes autosave into it.

The chase ladder: after enrollment or a review, clients with devices awaiting a decision get a nudge at day 7, then every two weeks, forever, until every flagged device has a decision. Partial decisions earn a two-week grace. At day 30 they also appear on the internal digest as needing a phone call.

Decisions: Approve books the replacement into a quarter. Not now defers for 90 days, then the device rejoins the conversation. Decommission (servers) is final and creates a verify-backups task.

Quotes: 60 days before a booked quarter, a quote request goes to sales and Halo automatically, with the device list. When replaced devices disappear from the fleet, the roadmap item completes itself.

Check-ins: on each client's cadence, a fleet-state email goes to the contact with their portal link.

Every send is logged on the client's Emails tab and the global Emails tab.

How it works: all client automation emails, kickoffs, check-ins, nudges, digests, and review invites, come from AdvanTech Client Success at customersuccess@advantechservices.com, written in our team's voice. Replies land in that shared mailbox and are answered personally by Adam and the account managers. No automation reads or replies to client email.

What the automation does: it watches every managed machine, sends the scheduled touchpoints on each client's cadence, chases undecided replacements with nudges, and keeps the portal, quotes, and Halo tickets flowing from portal decisions. Sending only; the inbox itself is people.

Watching it work: every send appears on the client's Emails tab and the global Emails tab, and stored sends open right in the app. The Last contact column on the Clients page shows who has not heard from us lately.

The assistant, if we ever want it back: the inbox AI (auto-drafting replies, opening tickets from emails, the team assistant channel) is built and gated behind ABBY_ENABLE=1. It is off, and stays off unless we deliberately turn it on.

Service slide missing: Halo client name doesn't match the Ninja org name.

Global admin shows ?: the Microsoft app needs Directory.Read.All consented in that tenant. Use Grant access on the Users tab, wait a minute, Refresh. Still stuck: open /api/m365-diag?orgId=THEIR_ID in a logged-in tab and read the hint.

RAM shows Unknown: Ninja hasn't inventoried memory for that device yet.

No client logo on the title slide: no verified web domain resolved for them. It appears automatically once M365 is connected.

Inbox automation: off by design, the team answers customersuccess@ personally. The Settings panel keeps the historic activity log, and ABBY_ENABLE=1 would wake the assistant if we ever choose to.

Changes not showing after a deploy: hard refresh (Ctrl+Shift+R), especially the presentation tab.

No trend arrows: first review seeds the baseline. Arrows appear at the second.