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| Priority Rule | Function |
|---|---|
| Assigned to User | For this priority rule, indicate the points to be added to a ticket if a company is on the watch list. |
| Company Status | Select a status of a company from where the ticket was logged, and then indicate the corresponding points to be added to a ticket if the criterion is met. |
| Company Type | Select a company type of a company from where the ticket was logged, and then indicate the corresponding points to be added to a ticket if the criterion is met. |
| 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. |
Customer Responded | Indicate the points to be added to a ticket if the customer responded to the ticket. |
| In Progress Ticket | Indicate the points to be added to a ticket if the ticket is in progress for all users or if the user changed the ticket status to In Progress. |
| MRR | Indicate the points to be added to a ticket for every $1 of agreement MRR. |
| 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. |
| Scheduled Status (to be defined) | Select a scheduled status, and then indicate the corresponding points when it is within the minimum and maximum time set before or after its start or end time. |
| Selected Assigned | Indicate the points to be added to a ticket based on a specific status and requested user. |
| Ticket Owner | Indicate the points to be added to a ticket if the selected user is the owner of the ticket. |
| Ticket Status Duration | Indicate the points to be added to a ticket for every hour that it remains in the same status. |
| Ticket Summary | Indicate the points to be added to a ticket if the ticket summary contains the specified keywords. |
| Time In Certain Status | (to be defined) |
| Time from Last Update | Indicate the points to be added to a ticket for every hour past the time that it was last updated. |
| User's skills and ticket type match | Indicate the points to be added to a ticket if the selected user possesses the skill specified in the priority rule. |
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