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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. 


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

  1. Launch NextTicket and c;ick the priority rules link on the NextTicket screen.
    link to NextTicket priority rules
  2. Click the Advanced Rule button below the rules list to open the Advanced Rule pop-up window.
    NextTicket Advanced Rule button
  3. 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. 

      conditions for NextTicket CWM advanced rules

      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.
      use-defined fields NextTicket for Autotask

      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.
      NextTicket for Autotask user-defined fields

  4. If you want to duplicate a specific condition within the new advanced rule, click the Clone clone iconicon. 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. 
    clone advanced rule
    To add an empty condition, click the Add add icon icon and then configure the condition as needed. 
    To delete the condition, click the Delete delete icon icon. 
  5. Click Save to keep the settings. 
  6. Select the toggle switch for the new advanced rule to enable (or disable) it. 
    new advanced rule toggle switch

How to Configure an Existing Advanced Rule

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

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

Click the Deletedelete iconicon 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 NameDescription
1Cascading 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. 

cascading options


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. 
add negative points to advanced rule

3Assign 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 every toggle switch
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

4Less 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.
start date field

5Time 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
time variate in advanced rules

6Assignee'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. 

assignee's attendance status variable

7Contact 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.

8Current 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.

9Company 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.

10Top 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. 

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