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If you want to add more groups or conditions for the filter, click the plus symbol below Filter Name, and then select either Add Group or Add Condition.
You can also click Preview to check if your new filter settings or conditions are valid before you save the changes.
5. When you're done setting up the filter, click ok.
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2. When the NextTicket For AutoTask Settings page opens, select the applicable options in the Tickets filter and User lists.
3. For Set up the priority rules below the Tickets filter list, refer to this table for the function of each priority rule:. You can refer to the Priority Rules and Functions table for reference.
By default, the rows of priority rules are expanded. You can click the Priority Point rules switch to collapse all rows.
4. After setting up each priority rule, you can do any of the following:
- Click Load Default to load the default value for the rule.
Click Save Default to save the new priority rule value as the default value.
Click Save & Test to save the changes for the specific priority rule and to test the values of the rule.
| Priority Rule | Function |
|---|---|
| Company in "Watch List" | Indicate the points to be added to a ticket if a company is on the watch list. |
| Company is Matched to User | Select a company from where the ticket was logged, and then select the technician requested to handle the ticket. Lastly, indicate the corresponding points to be added to a ticket if the criteria are met. |
| Contact's Job Title | Select the job title of the person who logged the ticket, and then indicate the corresponding points for the criteria. |
| Past Due Date | Indicate the points to be added to a ticket for every hour past its due date. |
| Priority Type | Indicate the points to be added to a ticket based on a specific priority level. |
| Selected Assigned | Indicate the points to be added to a ticket based on a specific status and requested user. |
| Ticket Status Duration | Indicate the points to be added to a ticket for every hour that it remains in the same status. |
| Ticket Status to User | Indicate the points to be added to a ticket based on a specific status and requested user. |
| Ticket Title | For this priority rule, specify a keyword, and then add corresponding points if the ticket has the keyword in the title. |
| Time from Last Update | Indicate the points to be added to a ticket for every hour past the time that it was last updated. |
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