Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Table of Contents
stylenone

A. Assign a NextTicket Filter

...

Admins can assign single or multiple filters to technicians. This is done in the User Filter Rule settings for your PSA.

How to apply a single filter or assign a new one to a technician

  1. Anchor
    step1
    step1
    Navigate to Apps on the MSPbots app and open NextTicket for your PSA.Apps-NextTicket
  2. On the NextTicket tab, hover over Settings and select User Filter Rule.  
    User Filter Rule
    This action will open the User Filter Rule tab for your PSA.

  3. On the User Filter Rule tab, go through the User Name column and find the technician's name. 
    user name 
  4. Next, go to the Default Next Ticket Filter column and click the dropdown field corresponding to the technician's name. 
  5. Select the filter you want to assign then click Apply.
    select filter
    This will assign a default filter to the selected technician. 

    assigned filter

How to apply a filter to a batch of technicians

You can use the Batch Apply Filter button to apply the same filter to one or more technicians in a batch.

  1. Perform Steps 1 and 2 above.
  2. On the User Filter Rule tab, tick the boxes corresponding to the technicians that will work on the same filter. To select all technicians, tick the box beside the User Name column label. 
    all technicians
  3. Click the Batch Apply Filter button, select a filter from the dropdown list, and click Apply
    batch apply
    This action will assign the same filter to the selected technicians. 
    batch apply filter

What happens when multiple filters are assigned to a technician?

You can assign multiple filters to prioritize a technician's tickets. When this happens, ticketing will do a round-robin prioritization by default. For example, when a technician types nt, NextTicket Manager will use Filter A to identify the next priority ticket. On the second time the nt command is typed, Filter B will be used, then Filter C next, and so on until all the filters are applied.

Note

Multiple filters only work on filters and not on rule templates.  


B. Assign a Next Ticket Template

...

Note

Admins can only assign one NextTicket Template per Technician. 

How to apply a single template or assign a new one to a technician

  1. Follow Steps 1 and 2 in the previous section.
  2. On the User Filter Rule tab, go through the User Name column and find the technician's name.
  3. Next, go to the Default Next Ticket Template column and click the dropdown field corresponding to the technician's name. 
    select template
  4. Select the template you want to assign then click Apply. This will apply the selected default template to the selected technician. 
    template assigned

How to apply a template to a batch of technicians

You can do a batch application of a template for a group of technicians that will work on the same NextTicket Template.  

  1. Follow Steps 1 and 2 in the previous section.
  2. On the User Filter Rule tab, tick the boxes corresponding to the technicians that will work on the same template. To select all technicians, tick the box beside the User Name column label. 
    select all technicians
  3. Click the Batch Apply Template button, select a template from the dropdown list, and click Apply.
    apply batch template              
    This action will apply the selected default template to the selected technicians. 
    batch template applied

...