NextTicket Manager Priority Rules

Priority Rules in the Next Ticket determine which tickets should be prioritized among all the tickets pulled by the Next Ticket Filters. To prioritize and streamline ticket dispatch, you can assign positive points to tickets with high business impact or requiring immediate attention, and deprioritize tickets by assigning less or negative points to low-priority cases.  

What is the format of a Priority Rule?

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The format of priority rules is

if <condition/scenario>, then add or deduct points.

In the example below, the tickets assigned to the current user will be prioritized over unassigned tickets and those assigned to other technicians. 

Activating a Priority Rule 

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You can activate a priority rule by activating the corresponding toggle switch. Do this after creating rule conditions and adding points to it.

To activate a priority rule:

1. Launch the MSPbots app. Navigate to Apps and open NextTicket.
2. Click the priority rules link on the Next Ticket tab.
   
   
   
   
3. When the Next Ticket Priority Rules tab opens, find the rule that needs to be activated and select the corresponding switch.
   
    
   The switch is activated when it is green and disabled when it is grey. 
   
   
   
   

Testing the Priority Rules  

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Testing the priority rules confirms that the resulting prioritization shows your expected outcome. You can test the rules individually or all in a batch. 

A. To test a priority rule

1. Do Steps 1 and 2 above.
2. Click the eye icon corresponding to the priority rule for testing. This will preview the tickets list when the rule is applied. 
   
   
   
   
3. In the Test Passed Data window, review if the previewed ticket list shows your expected outcome.
   Below is an example of a ticket list that applies a priority rule.

B. To test all priority rules

The Test All button previews the prioritization of tickets based on the points assigned to all enabled priority rules. Click this button to verify if all the rules work together to show your expected prioritization. If the rules are not working as expected, review the points and continue adjusting until you achieve your desired outcome. 

1. Do Steps 1 and 2. 
2. In the NextTicket Rules window, click the Test All button. 
   
   
   

Below is an example of a ticket list that applies all enabled priority rules.

Saving a Priority Rule

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To save a Priority Rule from the NextTicket Priority Rule window, click the Save icon corresponding to the rule.

Alternatively, you can navigate to Save in the upper-right section of the page and select Save current template or Save as new template. 

Saving a Priority Rule as a Template

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You can save priority rules as templates in the NextTicket Priority Rule window. 

To save a priority rule as a template:

1. Do Steps 1 and 2 at the start of this article. 
2. In the NextTicket Rules window, navigate to Save and select Save as new template.
   
    
3. In the Save Rule as Template pop-up window, type a Template Name and click Save.  
   
   
   
   
4. Verify the creation of the new template by clicking the Template List dropdown. The name of your new template should now be on the list. 
   
   
   
   

Deleting a Priority Rule Template

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This is how to delete a priority rule template:

1. Do Steps 1 and 2 at the start of this article. 
2. Go to the Default Template List and click the delete icon corresponding to the rule for deletion.
   
   
   
   
3. Click OK when asked to confirm your deletion. 
   
   
   
   

Configuring a rule to remove tickets from the queue

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Instead of assigning negative points to deprioritize tickets, you can configure a rule to remove specific tickets from the queue. 

To remove the ticket: 

1. Go to the Next Ticket Priority Rules tab and expand the rule that will remove the ticket. 
2. Click the field with the Add points selection and select Remove from queue. 

Tickets that will meet the indicated conditions will not be dispatched and will be removed from the queue. 

• This function is available in the following Next Ticket for ConnectWise Manage template and custom priority rules: 
  
  

  Assigned to User Company in "Watch List" Contact Type Contact's Job Title Customer Responded Priority Type

  Scheduled Status SLA Resolution Expiration Time SLA Resplan Expiration Time SLA Response Expiration Time Ticket Owner Time In Status Based On Time Point

• This function is available in the following Next Ticket for Autotask template and custom priority rules: 
  
  

  Assigned to User Assigned User Due Date Company Classification Company in "Watch List" Company is Matched to User Company Type Company User Defined Field Contact's Job Title In Progress Ticket Priority Type Selected Assigned ServiceCall Status

  SLA First Response Expiration Time SLA Resolution Expiration Time Ticket Category and Ticket Type Ticket Due Date Ticket In Status With Past Due Ticket Status to User Ticket Title Ticket Type/Subtype Ticket Work Type and Ticket Tag Tickets User Defined Field Time In Status Based On Time Point User's Skills And Ticket Type Match

• This function is available in the following Next Ticket for Halo template and custom priority rules: 
  
  
  • Assigned And Status
  • Client in "Watch List"
  • Priority And Status
  • SLA Response Expiration Time
  • Ticket Summary

Requesting a new Priority Rule

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1. Do Steps 1 and 2 at the start of this article.
2. Click the Request New Rule button.
   
   
   
   
3. Fill out the Request New Rule form then click Submit. Your request will be forwarded to the MSPbots Support Team.