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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 Priority Rule:
If <condition/certain scenario>, add points.
In this example, the tickets that is assigned to the current user will be prioritize other than the ticket that assigned to other technician or no assignee.
How to enable Enable a Priority Rule?
You may enable or turn on 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.
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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.
How to Save Priority Rule?
You can save Priority Rule by doing the following:
- In NextTicket Manager Priority Rule page, you may click the save icon along each of the priority rule or click the Save on the upper right of the page and select "Save All".
How to Save Priority Rule as a Template?
Priority Rule can be save as a template by doing any of the following:
- In NextTicket Manager Priority Rule page:
- Click Save, then select "Save Rule as Template".
- Provide Template Name then click "Save".
- Click Save, then select "Save Rule as Template".
2. MSPbots Settings, then click Next Ticket Rule Template Management
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