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What's in this article?

What is the format of a Priority Rule?

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The format of priority rules is:

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In the example below, the tickets assigned to the current user will be prioritized over unassigned tickets and those assigned to other technicians.

Activating a Priority Rule 

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You can activate a priority rule by enabling the toggle switch for the corresponding rule. Do this after creating conditions and adding points to a rule.

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1. Anchor
   step1 step1

   Launch the MSPbots app. Navigate to Apps and open NextTicket.
2. Click the priority rules link on the NextTicket tab.
   
3. When the NextTicket Priority Rules tab opens, find the rule for activation and turn the enable switch ON.
    
   The switch is green when it is enabled, and grey when disabled. 
   

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 do this individually or all at the same time. 

A. To test a priority rule

1. Do Steps 1 and 2 above.
2. Click the eye icon corresponding to the priority rule for testing. This will preview the tickets list when the rule is applied. 
   
3. On 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. 

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To test all priority rules: 

1. Do Steps 1 and 2. 
2. On the NextTicket Rules tab for your PSA, 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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You can save a Priority Rule from the NextTicket Priority Rule tab for your PSA. Click the Save icon corresponding to the rule.

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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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Priority rules can be saved as templates. You can do this in the NextTicket Priority Rule tab as well. 

To save a priority rule as a template:

1. Do Steps 1 and 2 at the start of this article. 
2. On the NextTicket Rules tab for your PSA, navigate to Save and select Save Rule as Template.
    
3. On the Save Rule as Template popup, type a Template Name and click Save.  
   
4. 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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Here is how to delete a priority rule template:

1. Do Steps 1 and 2 at the start of this article. 
2. Go to the Default Template List and click the delete icon corresponding to the rule for deletion.
   
3. Click OK when asked to confirm your deletion. 
   

Requesting a new Priority Rule

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1. Do Steps 1 and 2 at the start of this article.
2. Click the Request New Rule button.
   
3. Fill out the Request New Rule form then click Submit. Your request will be forwarded to the MSPbots Support Team. 
   

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