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Below are the priority rules and descriptions of how each rule functions. For information on how to activate, test, save, delete, and request priority rules, read the article NextTicket Manager Priority Rules.
| Priority Rule | Function |
|---|---|
| Account Type | Add corresponding points to the ticket when it matches the account type selected. |
| Assigned to User | If the ticket is assigned to the current user, indicate the points to be added |
| Contact POC (Point of Contact) | Add corresponding points to the ticket when it matches the contact POC (Yes/No) selected. |
| Past Due Date | Set how many points to be added on a ticket every hour past its due date |
| Priority Type | Set how many points to be added on a ticket depending on its priority type. |
| Receive Invoices | Add corresponding points to the ticket when it matches the Receive Invoices (Yes/No) selected. |
| SLA Resolution Expiration Time | Add corresponding points to the ticket if it is x mins before/after the SLA resolution expiration time. |
| SLA Response Expiration Time | Add corresponding points to the ticket if it is x mins before/after the SLA response expiration time. |
| Secondary Assignee | Add corresponding points to the ticket depending on the Secondary Assignee(s) field. |
| Service Call Schedule Expiration | Add points when Service Calls is certain mins before (Include the minute) or after (Not include the minute) the start or end time. (Only the first matching rule will be used) |
| Ticket Age | Add corresponding points to a ticket for every min/hour/day elapsed from creation date. |
| Ticket Last Activity Update | Add points for ticket when last activity update was updated |
| Ticket Status VS User | Add corresponding points to a ticket if it is in the selected status with a certain requested user to handle the ticket. |
| Time In Status | Add corresponding points to a ticket when it has been in a selected status for a specified duration. |
| Time from Last Update | Set how many points to be added on a ticket every hour past its last update time |
Related Topics
- Configuring NextTicket Priority Rules According to Requirements
- Assigned User Due Date Priority Rule for NextTicket
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