How to Create an Advanced Rule for NextTicket Manager

This article introduces how to configure the Advanced Rule function of NextTicket Manager, including operations such as adding rules and cloning conditions.

What's on this page:

Background Information

The Advanced Rule feature enables the creation of custom rules when the pre-set priority rules do not meet business requirements. Use this feature when want to create and add a new priority rule on your own.

Prerequisites

This feature is available to NextTicket Manager for integrations with ConnectWise Manage, Autotask, or Halo integration. Only users with the admin role can create advanced rules.

How to Add an Advanced Rule

Launch NextTicket and c;ick the priority rules link on the NextTicket screen.
Click the Advanced Rule button below the rules list to open the Advanced Rule pop-up window.
Fill in the following fields for adding an advanced rule:
1. Rule Name - Enter a unique rule name.
2. Rule Description - Enter a description for the rule. (Optional)
3. Rule - Create conditions for the advanced rule. Add more groups or conditions if you need to.
  Creating Advanced Rule conditions for the NextTicket Manager for ConnectWise Manage
  When configuring advanced rules, you can select Company as a condition and select a filter from the options that appear. Using the Company condition allows you to adjust ticket prioritization by adding or subtracting ticket points based on different company types.
  The User-Defined Fields (UDFs) feature provides more flexibility when configuring advanced rules by giving the option to select from pre-configured custom fields. Modifications to these custom fields in the ConnectWise are synchronized every hour with MSPbots and automatically reflected in the condition field list of the advanced rules.
  Creating Advanced Rule conditions for the NextTicket Manager for AutoTask
  You can also select pre-configured custom fields in the User-Defined Fields (UDFs) feature like custom fields from the contact modules. Modifications to custom fields in the AutoTask UDF feature are synchronized with MSPbots every five hours and automatically reflected in the condition field list of the advanced rules.
If you want to duplicate a specific condition within the new advanced rule, click the Clone icon. This will copy the corresponding condition and its associated score, placing it as a new condition under the existing rule. You can then modify the value and score of this new condition as needed. This simplifies the process of setting up similar conditions.

To add an empty condition, click the Add icon and then configure the condition as needed.
To delete the condition, click the Delete icon.
Click Save to keep the settings.
Select the toggle switch for the new advanced rule to enable (or disable) it.

How to Configure an Existing Advanced Rule

Follow this guide if you want to configure an existing advanced rule:

Click the Edit icon to change the name and description of the rule.
Click the Save & Test this ruleicon to save the priority rule and test the values of the rule. Below is an example of the Test Result window.

Click the Deleteicon if you want to delete the advanced rule,

Don't forget to click the Saveicon to save your configuration.

If using this feature does not meet your new rule requirement, file a new feature request or email support@mspbots.ai for assistance.

What other fields are available in the Advanced Rule?

No.	Field Name	Description
1	Cascading options for the dropdown fields	The options in the dropdown fields are arranged into categories Ticket, Company, Agreement, Finance, Next Ticket Requestor, and User-Defined Fields (UDFs) for easier browsing and selection of filters. Users can select a category and then select an option under that category. The category field also allows searching for a filter.
2	Support for positive and negative points	The Advanced Rule feature supports positive and negative points. Enter a whole number or a negative value in the Add field to increase or decrease a ticket's priority.
3	Assign points based on time intervals	If you want to ensure prompt handling of tickets that meet advanced priority rules, you can activate the For every switch that allows you to assign points based on time intervals. This helps improve the efficiency of ticket processing and prevents tickets that have not been worked on from aging due to attribute reasons. You can configure the conditions for scoring based on time intervals to ensure that tickets are prioritized appropriately. For tickets that meet the advanced rule, points will be added starting from the following date conditions, and incrementally based on each Minute, Hour, Day, or Business Day to elevate their priority. NextTicket for ConnectWise Manage required_date - The date when the ticket is required estimated_start_date - The estimated start date for the ticket last_updated - The date when the ticket was last updated date_entered - The date when the ticket was entered start_date - The date when the technician started working on the ticket NextTicket for Autotask completedDate - The date when the ticket was completed createDate - The date when the ticket was created dueDateTime - The deadline for the ticket firstResponseDateTime - The date and time of the first response to the ticket firstResponseDueDateTime - The deadline for the first response to the ticket lastActivityDate - The date of the last activity on the ticket lastCustomerNotificationDateTime - The date and time of the last notification sent to the customer lastCustomerVisibleActivityDateTime - The date and time of the last customer-visible activity lastTrackedModificationDateTime - The date and time of the last tracked modification resolutionPlanDateTime - The date and time of the resolution plan was created resolutionPlanDueDateTime - The deadline for the resolution plan resolvedDateTime - The date and time when the ticket was resolved resolvedDueDateTime - The deadline for resolving the ticket NextTicket for Halo date_assigned - The date when the ticket was assigned date_occurred - The date when the ticket occurred deadline_date - The deadline date for the ticket. fix_by_date - The date when the ticket is fixed. last_action_date - The date of the last action on the ticket. last_incoming_email - The date of the last incoming email related to the ticket. respondby_date - The date when the ticket was responded to start_date - The date when the ticket starts target_date - The target date for the ticket
4	Less prioritization for tickets with a start date set in the future	The Advanced Rule has the new field Start Date field which enables you to add negative points to tickets with a start date set in the future. You can select or search for an option in this field.
5	Time variable	You can give priority to tickets that fall under the selected specific times. For example, select tickets that start in the Next 24 hours.
6	Assignee's Attendance Status variable	Previously available in NextTicket for Autotask only, the Assignee's Attendance Status variable is now also included in the advanced rule filters for NextTicket for ConnectWise Manage and NextTicket for Halo. This variable factors the assignee's attendance status into ticket prioritization.
7	Contact Type	Only available in the advanced rules of NextTicket for ConnectWise Manage. This conditional field already exists in the preset priority rules. You can find it under the Company category. By customizing the contact type field, you can ensure that tickets are assigned to the appropriate personnel or departments based on the nature of the contact, thereby creating more accurate and efficient ticket priority strategies.
8	Current User	Only available in the advanced rules of NextTicket for ConnectWise Manage. If you choose any of the following conditions under the Ticket category: Resources/Owner Identifier/Updated By/Entered By, you can select Current User as an option and also choose multiple users. The addition of the Current User field means that when the current user meets this condition, it will trigger the advanced priority rule and add points.
9	Company Team Role	Only available in the advanced rules of NextTicket for ConnectWise Manage. This field is an option in the ConnectWise app, and here it is used to retrieve the values of Company Team Role from the ConnectWise app. You can select this option in the "Next Ticket Requestor" category and choose one or more values from the dropdown list to configure advanced rules specifically for this field. It will filter out your top priority ticket.
10	Top Level	Only available in the advanced rules of NextTicket for Halo. This field is a default field in the Halo app and its purpose is to fetch top levels from Halo. You can select this option in the "Customer" category and select one or more top levels from the dropdown list to configure advanced rules related to this field. It will filter out your top priority ticket.