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Priority Rules are the set of rules that will determine the priority ticket from the list of tickets that we set in our Filter. The process is that we assign positive points to prioritize a ticket and lower or negative points to deprioritize a ticket.
Format of a Rule:
If <condition/certain scenario>, add points.
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tickets out of all the tickets pooled by the NextTicket Filters. To apply these rules, use your admin access to prioritize tickets by assigning positive points to high-priority scenarios and deprioritize tickets by assigning less or negative points to low-priority cases.
What's in this article?
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What is the format of a Priority Rule?
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The format of priority rules is
if <condition/scenario>, then add or deduct points.
In the example below, the tickets assigned to the current user will be
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prioritized over unassigned tickets and those assigned to other
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technicians.
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How to enable
Activating a Priority
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Rule
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You may enable or turn on can activate a priority rule by setting the condition and adding points and then toggling the switch icon along each of the priority rule. Green indicates that the rule is enabled and Grey if it's disabled.
How to Test Priority Rule?
Priority Rules can be test in two ways.
- Test individual Priority Rule:
Click the eye icon along the priority rule that you wanted to test. It will show a preview of the tickets and how the rule is applied to each of the ticket.
2. Test All enabled Priority Rules
Click the "Test All" button in the upper right of the Priority Rule page. It will show the list of tickets that are prioritize base on the total points that were assigned to all enabled priority rules. You can move to the right so that you can review the breakdown of points for each ticket and check which one to adjust.
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enabling the corresponding toggle switch. Do this after creating rule conditions and adding points to it.
To enable a priority rule:
Launch the MSPbots app. Navigate to Apps and open NextTicket.Anchor step1 step1 - Click the priority rules link on the NextTicket tab.
- When the NextTicket Priority Rules tab opens, find the rule that needs to be activated and enable the corresponding switch.
The switch is enabled when it is green and disabled when it is grey.
Testing the Priority Rules
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You can test the priority rules and verify if the resulting prioritization shows your expected outcome. You can test individually or all the rules together.
A. To test a priority rule
- Do Steps 1 and 2 above.
- Click the eye icon corresponding to the priority rule for testing. This will preview the tickets list when the rule is applied.
- In 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.
B. To test all enabled priority rules
The Test All button previews the prioritization of tickets based on the points assigned to all enabled priority rules. Click this button to verify if all the rules work together to show your expected prioritization. If the rules are not working as expected, review the points and continue adjusting until you achieve your desired outcome.
To test all priority rules:
- Do Steps 1 and 2.
- In the NextTicket Rules window, click the Test All button.
Below is an example of a ticket list that applies all enabled priority rules.
Saving a Priority Rule
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To save a Priority Rule from the NextTicket Priority Rule window, click the Save icon corresponding to the rule.
Alternatively, you can navigate to Save on the upper right section of the page and select Save All.
Saving a Priority Rule as a Template
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You can save priority rules as templates in the NextTicket Priority Rule window.
To save a priority rule as a template:
- Do Steps 1 and 2 at the start of this article.
- In the NextTicket Rules window, navigate to Save and select Save Rule as Template.
- In the Save Rule as Template pop-up window, type a Template Name and click Save.
- 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.
Deleting a Priority Rule Template
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This is how to delete a priority rule template:
- Do Steps 1 and 2 at the start of this article.
- Go to the Default Template List and click the delete icon corresponding to the rule for deletion.
- Click OK when asked to confirm your deletion.
Requesting a new Priority Rule
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- Do Steps 1 and 2 at the start of this article.
- Click the Request New Rule button.
- Fill out the Request New Rule form then click Submit. Your request will be forwarded to the MSPbots Support Team.
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