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1. Go to Priority Rules by clicking the priority rules link on the NextTicket screen.
2. Click the Advanced Rule button to open the Advanced Rule pop-up window.
   
3. Fill in the following fields for adding an advanced rule：
    
   • You can use the toggle in front of the rule to enable or disable the added advanced rules.
   • Rule Name - Enter a unique rule name.
   • Rule Description - Enter a description for the rule. (Optional)
   • Rule - Create conditions for the advanced rule. Add more groups or conditions if you need to. You can also do the following actions in this section: 

     • If you want to duplicate a specific condition within this advanced rule, simply click the Clone button. This will copy the condition and its associated score, placing it as a new condition under the existing rule. You can then modify the value and score of this new condition as needed. This simplifies the process of setting up similar conditions, saving you time and effort.

     • If you want to add an empty condition, click the Add button to add it, and then configure the condition as necessary.
     • Click the Delete button to delete the condition.
       

       Tip
       When configuring the Advanced Rules for the NextTicket For ConnectWise Manage app, you can select "companyType" as a condition. By using the "companyType" condition, you can add or subtract corresponding points to tickets based on different company types, thereby adjusting the priority of the tickets.

   • Add points to increase or decrease prioritization, supporting positive and negative points.
     
   • If you want to add points to tickets based on time intervals to prioritize the ones that meet advanced priority rules and ensure quicker handling, you can activate the switch to configure the conditions for scoring based on time intervals. This helps improve ticket processing efficiency and prevent tickets from aging and not being handled promptly due to attribute reasons.
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     • 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.
     • 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.
       • 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 is responded.

       • start_date - The date when the ticket starts.

       • target_date - The target date for the ticket.

     • The condition is default to be closed, with the unit as Day, and the since parameter is blank.

4. Click Save to keep the settings. 

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