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Priority Rules determine the priority tickets for assigned to technicians out of all the tickets pooled by the NextTicket Filters. To create rules, you can use your admin access to assign positive points to high-priority scenarios to prioritize tickets and fewer or negative points to low-priority ones to deprioritize tickets. 

What's in this article?

What is the format of a Priority Rule?

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

Activating a Priority Rule 

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You can activate a priority rule by enabling the toggle switch for the corresponding rule. This switch is found on the NextTicket Priority Rules tab for your PSA. Do this after creating the conditions and adding points to the rulesa rule.

To enable a priority rule:

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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. On 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. 

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You can save a Priority Rule from the NextTicket Priority Rule tab for your PSA. Clicking Click the Save icon for corresponding to the rule.

Alternatively, you can navigate to Save on the upper right section of the page and select Save All. 

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Priority rules can be saved as a templatetemplates. You can do this in the NextTicket Priority Rule tab as well. 

To save a priority rule as a template:

1. Do Steps 1 and 2 at the start of this article. 
2. On the NextTicket Rules tab for your PSA, navigate to Save and select Save Rule as Template.
    
3. On the Save Rule as Template popup, 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. 
   

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Here 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. 
   

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Requesting a new Priority Rule

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1. In Next Ticket Manager, go to Priority Rules pageDo Steps 1 and 2 at the start of this article.
2. Click the Request New Rule button.
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3. Fill out the Request New Rule form then click submit Submit. The Your request will be forwarded to MSPbots support team to assess and check.

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1. the MSPbots Support Team. 
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