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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.
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How to Add an Advanced Rule
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- Go to Priority Rules by clicking the Launch NextTicket and c;ick the priority rules link on the NextTicketscreen.
- Click the Advanced Rule button below the rules list to open the Advanced Rule pop-up window.
- Fill in the following fields for adding an advanced rule:
You can use the toggle in front of the rule to enable or disable the added advanced rules.rule:- Rule Name - Enter a unique rule name.
- Rule Description - Enter a description for the rule. (Optional)
- Rule - Create conditions for the advanced rule. Add more groups or conditions if you need to.
You can also do the following actions in this section:Tip Condition fields for Advanced Rules in Creating Advanced Rule conditions for the NextTicket Manager for ConnectWise Manage
app:When configuring advanced rules, you can select Company
Typeas a condition and select a filter from the options that appear. Using the Company
Typecondition allows you to adjust ticket prioritization by adding or subtracting
correspondingticket points
to ticketsbased on different company types.
To provide you with greaterThe User-Defined Fields (UDFs) feature provides more flexibility when configuring advanced rules
, you can also selectby giving the option to select from pre-configuredcustom fields
in the ConnectWise app's User-Defined Fields (UDFs) feature. Any changes you make. Modifications to these custom fields in the ConnectWise
app's company custom fields feature will be synchronized in real-time to MSPbotsare synchronized every hour with MSPbots and automatically reflected in the condition field list of the advanced rules.
Condition fields for Advanced Rules inCreating Advanced Rule conditions for the NextTicket Manager for
AutoTask app:AutoTask
You can also
To meet your various personalized needs when configuring advanced rules, you canselect pre-
configured customconfigured custom fields in
the AutoTask app'sthe User-Defined Fields (UDFs) feature
. For example,like custom fields from the contact modules.
Any additions or deletions you makeModifications to custom fields in the AutoTask UDF feature
will be synchronized in real-time toare synchronized with MSPbots every
5five hours and automatically reflected in the condition field list of the advanced rules.
- If you want to
- to duplicate a specific condition within this
- the new advanced rule, click the
- the Clone buttonIf you want to
- icon. 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.
To add an empty condition, click the Add icon and - icon and then configure the condition as needed.
To delete the condition, click the Delete icon. - Click Save to keep the settings.
- Select the toggle switch for the new advanced rule to enable (or disable) it.
How to Configure an Existing Advanced Rule
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Follow this guide if you want to configure an existing advanced rule:
- Click the Edit icon to change the name and description of the rule.
- Click
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- to save the priority rule and test the values of the rule. Below is an example of the Test Result window.
Click the Deleteicon 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 features are available in the Advanced Rule?
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- Cascading 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. - Support for positive and negative points
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- 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.
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-
- Assign 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
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- due to attribute reasons. You can configure the conditions for scoring based on time intervals to ensure that tickets are prioritized appropriately.
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- 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
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- 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
- NextTicket for ConnectWise Manage
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- 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
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starts
target_date - The target date for the
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ticket
The condition defaults
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to closed, with the unit as Day, and the since parameter is blank.
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How to Configure an Existing Advanced Rule
Follow this guide if you want to configure an existing advanced rule:
- Click the Edit icon to change the name and description of the rule.
- Click to save the priority rule and test the values of the rule. Below is an example of the Test Result window.
- If you want to delete the advanced rule, click the Delete icon.
- Don't forget to click the Saveicon to save your configuration.
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- Assignee'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. - Less prioritization for tickets with a start date set in the future
The Advanced Rule has thenew 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. - Time 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.
Related Topics
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