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The options in the dropdown fields are arranged into categories Ticket, Company, Agreement, Finance, Next Ticket Requestor, and User-Defined Fields (UDFs) for easier browsing and selection of filters. Users can select a category and then select an option under that category. The category field also allows searching for a filter. 

The Advanced Rule feature supports positive and negative points. Enter a whole number or a negative value in the Add field to increase or decrease a ticket's priority. 

If you want to ensure prompt handling of tickets that meet advanced priority rules, you can activate the For every switch that allows you to assign points based on time intervals. This helps improve the efficiency of ticket processing and prevents tickets that have not been worked on from aging due to attribute reasons. You can configure the conditions for scoring based on time intervals to ensure that tickets are prioritized appropriately.

For tickets that meet the advanced rule, points will be added starting from the following date conditions, and incrementally based on each Minute, Hour, Day, or Business Day to elevate their priority.

• NextTicket for ConnectWise Manage
  • required_date - The date when the ticket is required
  • estimated_start_date - The estimated start date for the ticket
  • last_updated - The date when the ticket was last updated
  • date_entered - The date when the ticket was entered 
  • start_date - The date when the technician started working on the ticket
• NextTicket for Autotask
  • completedDate - The date when the ticket was completed 
  • createDate - The date when the ticket was created 
  • dueDateTime - The deadline for the ticket 
  • firstResponseDateTime - The date and time of the first response to the ticket 
  • firstResponseDueDateTime - The deadline for the first response to the ticket 
  • lastActivityDate - The date of the last activity on the ticket 
  • lastCustomerNotificationDateTime - The date and time of the last notification sent to the customer 
  • lastCustomerVisibleActivityDateTime - The date and time of the last customer-visible activity 
  • lastTrackedModificationDateTime - The date and time of the last tracked modification 
  • resolutionPlanDateTime - The date and time of the resolution plan was created 
  • resolutionPlanDueDateTime - The deadline for the resolution plan 
  • resolvedDateTime - The date and time when the ticket was resolved 
  • resolvedDueDateTime - The deadline for resolving the ticket 
• NextTicket for Halo

  • date_assigned - The date when the ticket was assigned 

  • date_occurred - The date when the ticket occurred 

  • deadline_date - The deadline date for the ticket.

  • fix_by_date - The date when the ticket is fixed.

  • last_action_date - The date of the last action on the ticket.

  • last_incoming_email - The date of the last incoming email related to the ticket.

  • respondby_date - The date when the ticket was responded to

  • start_date - The date when the ticket starts 

  • target_date - The target date for the ticket

The Advanced Rule has thenew field Start Date field which enables you to add negative points to tickets with a start date set in the future. You can select or search for an option in this field.

You can give priority to tickets that fall under the selected specific times. For example, select tickets that start in the Next 24 hours. 

Previously available in NextTicket for Autotask only, the Assignee's Attendance Status variable is now also included in the advanced rule filters for NextTicket for ConnectWise Manage and NextTicket for Halo. This variable factors the assignee's attendance status into ticket prioritization. 

Only available in the advanced rules of of NextTicket for ConnectWise Manage. This conditional field already exists in the preset priority rules. You can find it under the Company category. 
By customizing the contact type field, you can ensure that tickets are assigned to the appropriate personnel or departments based on the nature of the contact, thereby creating more accurate and efficient ticket priority strategies.

Only available in the advanced rules of of NextTicket for ConnectWise Manage. If you choose any of the following conditions under the Ticket category: Resources/Owner Identifier/Updated By/Entered By, you can select Current User as an option and also choose multiple users.
The addition of the Current User field means that when the current user meets this condition, it will trigger the advanced priority rule and add points.

• Only available in the advanced rules of NextTicket for ConnectWise Manage.
• This field is an option in the ConnectWise app, and here it is used to retrieve the values of Company Team Role from the ConnectWise app.
• You can select this option in the "Next Ticket Requestor" category and choose one or more values from the dropdown list to configure advanced rules specifically for this field. It will filter out your top priority ticket.

• Only available in the advanced rules of NextTicket for Halo.
• This field is a default field in the Halo app and its purpose is to fetch top levels from Halo.
• You can select this option in the "Customer" category and select one or more top levels from the dropdown list to configure advanced rules related to this field. It will filter out your top priority ticket.