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2. When the NextTicket CWM Settings tab opens, select the applicable options in the Tickets filter and User lists.
3. For Set up the priority rules below the Tickets filter list, refer to this table for the function of each priority rule:. You can refer to the Priority Rules and Functions table for reference.
By default, the rows of priority rules are expanded. You can click the Priority Point rules switch to collapse all rows.
4. After setting up each priority rule, you can do any of the following:
- Click Load Default to load the default value for the rule.
Click Save Default to save the new priority rule value as the default value.
Click Save & Test to save the changes for the specific priority rule and to test the values of the rule.
Click Save to save the changes for the specific priority rule.
5. After setting up all your preferred priority rules, do any of the following:
Click Test All to test the rule boosting result for all the priority rules.
Click Load Default All to load the default values for all the priority rules.
Click Save All to save the changes for all the priority rules.
Table 1. Priority Rules and Functions
| Priority Rule | Function |
|---|---|
| Assigned to User | For this priority rule, indicate the points to be added to a ticket if a company is on the watch list. |
| Company Status | Select a status of a company from where the ticket was logged, and then indicate the corresponding points to be added to a ticket if the criterion is met. |
| Company Type | Select a company type of a company from where the ticket was logged, and then indicate the corresponding points to be added to a ticket if the criterion is met. |
| Company in "Watch List" | Indicate the points to be added to a ticket if a company is on the watch list. |
| Company is Matched to User | Select a company from where the ticket was logged, and then select the technician requested to handle the ticket. Lastly, indicate the corresponding points to be added to a ticket if the criteria are met. |
| Contact's Job Title | Select the job title of the person who logged the ticket, and then indicate the corresponding points for the criteria. |
Customer Responded | Indicate the points to be added to a ticket if the customer responded to the ticket. |
| In Progress Ticket | Indicate the points to be added to a ticket if the ticket is in progress for all users or if the user changed the ticket status to In Progress. |
| MRR | Indicate the points to be added to a ticket for every $1 of agreement MRR. |
| Past Due Date | Indicate the points to be added to a ticket for every hour past its due date. |
| Priority Type | Indicate the points to be added to a ticket based on a specific priority level. |
| Scheduled Status | Select a scheduled status, and then indicate the corresponding points when it is within the minimum and maximum time set before or after its start or end time. |
| Selected Assigned | Indicate the points to be added to a ticket based on a specific status and requested user. |
| Ticket Owner | Indicate the points to be added to a ticket if the selected user is the owner of the ticket. |
| Ticket Status Duration | Indicate the points to be added to a ticket for every hour that it remains in the same status. |
| Ticket Summary | Indicate the points to be added to a ticket if the ticket summary contains the specified keywords. |
| Time In Certain Status | Indicate the points to be added to a ticket if the ticket has been in a selected status for more than or less than a specified duration. |
| Time from Last Update | Indicate the points to be added to a ticket for every hour past the time that it was last updated. |
| User's skills and ticket type match | Indicate the points to be added to a ticket if the selected user possesses the skill specified in the priority rule. |
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