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What's in this article:
Table of Contents
Introduction
This article mainly introduces how to configure the Advanced Rule function of NextTicket Manager, including operations such as adding rules and cloning conditions. This feature allows you to create
What's on this page:
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Background Information
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The Advanced Rule feature enables the creation of custom rules when the pre-set priority rules do not meet your business requirements. It is very useful when you Use this feature when want to create and add a new priority rule and create it on your own.
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Prerequisites
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This article applies feature is available to NextTicket for ConnectWise Manage, NextTicket for Halo and NextTicket for Autotask only.
Applications
The users who have an admin role.
Prerequisites
Already connected Manager for integrations with ConnectWise Manage, Autotask, or Halo integration. Only users with the admin role can create advanced rules.
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：
rule:You can use the toggle in front of the rule to enable or disable the added advanced rules.- 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.
Tip Creating Advanced Rule conditions for the NextTicket Manager for ConnectWise Manage
When configuring advanced rules, you can select Company as a condition and select a filter from the options that appear. Using the Company condition allows you to adjust ticket prioritization by adding or subtracting ticket points based on different company types.
The User-Defined Fields (UDFs) feature provides more flexibility when configuring advanced rules by giving the option to select from pre-configuredcustom fields.
Modifications to these custom fields in the ConnectWise are synchronized every hour with MSPbots and automatically reflected in the condition field list of the advanced rules.
Creating Advanced Rule conditions for the NextTicket Manager for AutoTask
You can also select pre-configured custom fields in the User-Defined Fields (UDFs) feature like custom fields from the contact modules. Modifications to custom fields in the AutoTask UDF feature are synchronized with MSPbots every five 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, simply
- click the Clone
the Clone button - 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 , saving you time and effort.If you want to
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To add an empty condition, click - the Add
icon and then configure the condition as necessary - needed.
- Click
the Delete button to delete the condition.Tip When configuring the Advanced Rules for the NextTicket For ConnectWise Manage app, you can select "companyType" as a condition. By using the "companyType" condition, you can add or subtract corresponding points to tickets based on different company types, thereby adjusting the priority of the tickets.
- Add points to increase or decrease prioritization, supporting positive and negative points.
If you want to add points to tickets based on time intervals to prioritize the ones that meet advanced priority rules and ensure quicker handling, you can activate the switch to configure the conditions for scoring - 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.
the Add button to add 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
icon to save the priority rule and test the values of the rule. Below is an example of the Test Result window.
Click the Delete
icon if you want to delete the advanced rule,
Don't forget to click the Save
icon 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 fields are available in the Advanced Rule?
| No. | Field Name | Description |
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| 1 | 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.
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| 2 | Support for positive and negative points | 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. |
| 3 | 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 |
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and |
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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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Minute, |
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Hour, |
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Day, or |
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Business Day to elevate their priority.
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The condition is default to be closed, with the unit as Day, and the since parameter is blank.
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How to Configure an Existing Advanced Rule
If you want to configure an existing advanced rule, please refer to the following steps.
- Click the Edit button to make modifications. This allows you to change the name and description of the rule.
- Click the Save & Test this rule button 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 this advanced rule, clickthe Delete button to remove it.
- After setting it up, click the Save button to save your configuration.
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| 4 | 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. |
| 5 | 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. |
| 6 | 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. |
| 7 | Only available in the advanced rules of NextTicket for ConnectWise Manage. This conditional field already exists in the preset priority rules. You can find it under the Company category. | |
| 8 | Current User | Only available in the advanced rules of NextTicket for ConnectWise Manage. If you choose any of the following conditions under the Ticket category: Resources/Owner Identifier/Updated By/Entered By, you can select Current User as an option and also choose multiple users.
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| 9 | Company Team Role |
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| 10 | Top Level |
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