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- On the NextTicket for Kaseya BMS screen, select the applicable filter from the Tickets filter list.
- From the User listNext, select the applicable user to see his or her top technician's name from the User list to view details of the assigned next top-priority ticket.
- Once the details of the user's top priority ticket appear on the screen, review Review the details , and then click click Reject Next Ticket.
- When the Reject Reason Ticket window opens, select or type the reason why you want to reject for rejecting the ticket, and then click click Save.
FOR ADMINS:
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Setting up the point system for priority
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rules
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You can define the point system for the NextTicket for Kaseya BMS priority rules to calibrate the prioritization of the tickets.
How to set up the point system
- Click Settings on the NextTicket for Kaseya BMS screenBMS screen, and select NextTicket For Kaseya BMS Priority Rules.
- Go to the Tickets filter and User fields and select the options that apply to your requirements.
- Next, set up the priority rules. Let's set the Priority Type rule as an example.
- Select a ticket priority type from the If ticket priority = field.
- Then in the the add points field, enter the number of points that will be given to tickets that meet the condition selected in Step 3a.
You can refer - Do the same for the other rules you want to configure. Refer to the section on the priority rules and functions below to know determine which rules meet your requirementrequirements.
The rows of priority rules are expanded by default. You can click the the Priority Point rules switch to collapse all rows.
- Select a ticket priority type from the If ticket priority = field.
- After You have the following options after setting up each priority rule, you can click do any of the following:
- Click
in front of the rule to enable the rule.
- Enable the rule you have set by clicking the corresponding toggleswitch.
- Load the rule's default value. Click the Load Default
icon. - Click the Save & Test
icon to - Click the Load Default button to load the default value for the rule.
- Click the Save & Test button to save the changes for the specific priority rule and to test the values of the rule.
- Click
the Save button to save the changes for the specific priority rule. - Save your changes on the rule by clicking the Saveicon.
- Delete the rule and click the Delete
icon Click the Delete button to delete the rule.
- Click
- After Do any of the following options after setting up all your preferred priority rules, do any of the following:
- Click Test All to test the calculation result for all the priority rules. Click Test All.
- Click Load Default All to load the default values for all the priority rules. Click Load Default All.
- Click Save and selectSave All to save the changes for all the priority rules. Click Save and select Save All.
- Click Save and select Save Rule as Template to save the changes for all the priority rules as a template.In the Save Rule as Template window,set the Template Name and click Save.
Best Practices in setting the priority rules
- Interview your dispatcher or technician to identify rules and conditions like this: If (given scenario), then it should be given more (or less) importance.
- Review each of the point rules you have identified. Use the Save & Test function to test each rule.
- Use the Test all function to balance the points between the rules and check if the prioritization brings up your expected result.
- Ask your technicians to give try the NextTicket Manager for Kaseya BMS app a try and give you feedback.
- Adjust the rules and points based on the dispatcher's or technicians' feedback.
- Continue updating the rules and corresponding priority points for two weeks. The resulting prioritization should improve over time and until you wondon't need to modify anymore.
- Request and create new rules that are unique and not similar or duplicates of existing ones.
Anchor priorityrulesfunction priorityrulesfunction
What are the NextTicket priority rules and functions?
| priorityrulesfunction | |
| priorityrulesfunction |
Below are the priority rules and descriptions of how each rule functions. For information on how to activate, test, save, delete, and request priority rules, read the article NextTicket Manager Priority Rules.
| Priority Rule | Function |
|---|---|
| Account Type | Add corresponding points to the ticket when it matches the account type selected. |
| Assigned to User | If the ticket is assigned to the current user, indicate the points to be added |
| Contact POC (Point of Contact) | Add corresponding points to the ticket when it matches the contact POC (Yes/No) selected. |
| Past Due Date | Set how many points to be added on a ticket every hour past its due date |
| Priority Type | Set how many points to be added on a ticket depending on its priority type. |
| Receive Invoices | Add corresponding points to the ticket when it matches the Receive Invoices (Yes/No) selected. |
| SLA Resolution Expiration Time | Add corresponding points to the ticket if it is x mins before/after the SLA resolution expiration time. |
| SLA Response Expiration Time | Add corresponding points to the ticket if it is x mins before/after the SLA response expiration time. |
| Secondary Assignee | Add corresponding points to the ticket depending on the Secondary Assignee(s) field. |
| Service Call Schedule Expiration | Add points when Service Calls is certain mins before (Include the minute) or after (Not include the minute) the start or end time. (Only the first matching rule will be used) |
| Ticket Age | Add corresponding points to a ticket for every min/hour/day elapsed from creation date. |
| Ticket Last Activity Update | Add points for ticket when last activity update was updated |
| Ticket Status VS vs User | Add corresponding points to a ticket if it is in the selected status with a certain requested user to handle the ticket. |
| Time In Status | Add corresponding points to a ticket when it has been in a selected status for a specified duration. |
| Time from Last Update | Set how many points to be added on a ticket every hour past its last update time |
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- Configuring NextTicket Priority Rules According to Requirements
- Assigned User Due Date Priority Rule for NextTicket
FOR ADMINS: Add companies to the watch list
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By adding Adding companies to your watch list , allows you can to give additional points to the tickets that they log so you can bump the priority of their tickets.
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- Go to the NextTicket for Kaseya BMS screen, click and click Settings > Watch List for Kaseya BMS.
- When the Watch List the Client Watch List for Kaseya BMS tab opens, click Add Company.
- In the Add Company the Add Company window, select the check box checkbox for the companies you want to add.
- If you want to show and select only companies with an agreement, select the checkbox for Only show companies have an agreement. Type Don't forget to provide the reason for adding the selected companies in the Why add to the watch list? text box.
- Click Save when done adding.
For more information on using the Watch List, read the article How to use the Watch List in NextTicket Manager.
FOR TECHNICIANS: How to use NextTicket
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Viewing your top-priority
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ticket
As a technician, your next top-priority ticket is shown on the NextTicket for Kaseya BMS screen where you can also request or reject the next ticket assigned to you.
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- Go to the NextTicket for Kaseya BMS screen and select a filter from the Tickets filter listfilter and User dropdown lists. The screen screen automatically refreshes and shows the details of your next top-priority ticket.
- Select either Dashboard View or List View to view the ticket details according to your preference.
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Rejecting your top-priority ticket
You can reject If you think that your next top-priority ticket if you think that it should not be your next ticket. It is also necessary to specify yours, reject it and give the reason why you can't work on the ticket.
To reject your top-priority ticket:
- Go to the NextTicket for Kaseya BMS screen and select the applicable filter from the Tickets filter list.filter and User dropdown lists.
- Once the details of your top priority ticket appear on the screen, click Reject Next Ticket.
- When the Reject Reason the Reject Reason window opens, select or type the give a reason why you want to reject the ticket, and then click click Save.
For more information on how to use NextTicket, read the article What is NextTicket Manager?
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