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Below are the priority rules and descriptions of how each rule functions.
| Priority Rule | Function |
|---|---|
| Assigned And Status | Indicate the points to be added to a ticket based on its current status and the person to whom it is assigned. |
| Client in "Watch List" | Indicate the points to be added to a ticket if a client is on the watch list. |
| Priority And Status | Indicate the points to be added to a ticket based on a specific priority level. |
| Ticket Age | Indicate the points to be added to a ticket based on how long it has been open or unresolved. |
| Ticket Summary | Indicate the points to be added to a ticket if the ticket summary contains the specified keywords. You can capture blockers that prevent your clients to continue their operations easily or sort tickets based on specific topics which may be assigned to technicians with great expertise in those areas. |
| Time of Last Update | Indicate the points to be added to a ticket for every hour past the time that it was last updated. |
Related Topics
- Configuring NextTicket Priority Rules According to Requirements
- Assigned User Due Date Priority Rule for NextTicket
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