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For NextTicket to function successfully, ensure that the Priority Rules are set up. Only admin users can modify these on the Settings tab. Optional: Add companies to the Watch the Watch List. |
Accessing the NextTikcet Manager for Syncro
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Follow these steps to access the NextTicket app Manager for Syncro in MSPbots:
- Open the MSPbots app.
- Click Apps on the left pane.
- When the Apps tab opens, search for NextTicket for Syncro and click it to open.
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On the NextTicket for Syncro screen, select a filter and a user to refresh the Request the Request Next Ticket option Ticket option and show the details of the user's top priority ticket appear on the screen. If you think that the ticket should not be the top priority ticket of the user, reject the ticket and provide the reason why you can't work on the ticket.
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Below are the priority rules and descriptions of how each rule functions when enabled. For information on how to activate, test, save, delete, and request priority rules, read the article NextTicket Manager Priority Rules.
| Priority Rule | Function |
|---|---|
| Assigned User Due Date | Adjusts the priority for tickets assigned to a specific user and with a specific due date |
| Assigned to User | Adjusts the priority for tickets assigned to the current user |
| Company in "Watch List" | Adjusts the prioritization of tickets with a company on the watch list |
| In Progress Ticket | Set this rule to deduct priority points from tickets with the In-Progress status to decrease its priority to other users. |
| Past Due Date | Allows you to indicate how many priority points should be added to a ticket every hour past its due date |
| Priority Type | Adds priority points to tickets according to the priority type |
| Ticket Age | Adds priority points to a ticket for every minute, hour, or day after the creation date |
| Ticket In Status With Past Due | Adjust priority points based on ticket status, past due or not |
| Ticket Status to User | Adjusts priority points to tickets based on the ticket status and assigned user |
| Ticket Title | Allows you to adjust points for tickets with specific keywords in the ticket title |
| Time In Status Per Minutes | Allows you to add priority points for every minute that a ticket stays on the same status |
| Time from Last Update | Set this rule to add priority points to tickets every hour past their last update time |
Related Topics
- Configuring NextTicket Priority Rules According to Requirements
- Assigned User Due Date Priority Rule for NextTicket
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