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To delete all filter conditions at once, click the
icon, and then click Clear All.
Reject the top-priority ticket of a user
On the NextTicket for Autotask AutoTask screen, after you select a filter and a user, the Request Next Ticket option automatically refreshes, and then the details of the user's top priority ticket appear on the screen. If you think that the ticket should not be the top priority ticket of the user, you can reject the ticket. It is also necessary to specify the reason why the user can't work on the ticket.
To reject the top priority ticket of a user, follow these steps:
1. On the NextTicket for Autotask AutoTask screen, select the applicable filter from the Tickets filter list.
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To set up the point system, follow these steps:
1. On the NextTicket for Autotask AutoTask screen, click Settings.
2. When the NextTicket For AutoTask Settings screen opens, select the applicable options in the Tickets filter and User lists.
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Priority Rules and Functions
| Priority Rule | Function |
|---|---|
| Assigned to User | Indicate the points to be added to a ticket if it is assigned to the selected user. |
| Company Classification | |
| 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. |
| In Progress Ticket | Indicate the points to be deducted from the ticket if it is in progress for other users or points to be added to the ticket if the user changed the ticket status to In Progress. If somebody else is already working on a ticket, dispatching it to another user might cause an overlap. However, when a ticket has been in progress for too long that the original user assigned to it may have forgotten to continue working on it, 'Time In Certain Status' and 'Time from Last Update' priority rules can be adjusted to ensure these tickets won't be buried in the pool. |
| 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. |
| Selected Assigned | Indicate the points to be added to a ticket based on a specific status and requested user. |
| Ticket Status to User | Indicate the points to be added to a ticket based on a specific status and requested user. |
| Ticket Title | For this priority rule, specify a keyword, and then add corresponding points if the ticket has the keyword in the title. |
Time In Status Based On Time Point | Indicate the points to be added to a ticket if it has been in the specified status for more than or less than the specified duration. |
| Time In Status Per Hour | Indicate the points to be added to a ticket for every hour that it has been in the specified status. |
| Time from Last Update | Indicate the points to be added to a ticket for every minute that it has been in the specified status. |
Add companies to the watch list
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To add companies to the watch list, follow these steps:
1. On the NextTicket for Autotask AutoTask screen, click Watch List.
2. When the Watch List tab opens, click Add Company.
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This section guides users on how to navigate the Next Ticket app.
View your top-priority ticket
On the NextTicket for AutotaskAutoTask screen, you can see the top priority ticket that you can start working on.
To view your top priority ticket, go to the NextTicket for Autotask AutoTask screen, and then select the applicable filter from the Tickets filter list.
After you select a filter, the Request Next Ticket option automatically refreshes, and then the details of your next top-priority ticket appear on the screen.
Select either Dashboard View or List View to view the ticket details.
Reject your top-priority ticket
If you think that the ticket should not be your top priority ticket, you can reject the ticket. It is also necessary to specify the reason why you can't work on the ticket.
To reject your top-priority ticket, follow these steps:
1. On the NextTicket for Autotask AutoTask screen, select the applicable filter from the Tickets filter list.
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