NextTicket Manager FAQs (editing)

1. Typing “nt” in MS Teams shows an error.

The nt command prompts Auto Ticket dispatch to send the next highest priority ticket to Teams. Using this command in Microsoft Teams may return the following error, especially when used for the first time: 

Currently, the nt command applies the last filter used in the web UI. This requires users to access the NextTicket app before they could use it.

In the future version of the Next Ticket app, the admin will be able to set up the default filters for each user.

2. Why does NextTicket Manager bring up the same ticket all the time?

NextTicket brings up the same ticket each time the client types "nt". The client expects to see the next ticket in the queue after typing the command for the second time and onwards every time the command is used. or the third ticket after the third time the command is used. This article explains how NextTicket sends tickets when the nt command is received. 

How the nt command of NextTicket Manager works 

The nt command triggers the NextTicket app to present users with the most important ticket to work on. The app does this by identifying the highest prioritized ticket using the Point Priority rules set by the NextTicket admin. The user cannot move to the second or third prioritized tickets until they have worked on the first ticket, changed its status, or made changes that would recalculate the priority points. 

Users can reject the ticket but are required to provide the reason for rejection. A rejected ticket is removed from view for an hour but will appear again if no action has been taken on it yet. The hour-long allocation allows the admin to adjust the priority rules based on the provided reason for rejection.

3. Who can configure the bots and the different settings (filters, rules, etc)?

Only a user with Admin rights can modify the bot and the different settings in the app.

4. How can I request a new priority point rule?

You can request a new priority rule by clicking the Request New Rule button on the priority rules page. Our Support Team will receive your request and assess it for development. Please read the How to Request a New Rule for NextTicket for information on how to do this. 

5. How can I restrict users from accessing the app?

You can restrict certain users from accessing the app by removing their licenses. For more info, please read How to Assign and Remove a License for NextTicket Manager. 

6. How can we request a new field for filter?

Submit a request to MSPbots support so that they can reach out to the development team to add the field for the filter. Please read the How to Request a New Rule for NextTicket for information. 

7. How can we delete a rule template?

You can delete a rule template by clicking the delete icon for it. Please go to the NextTicket Manager Priority Rules for the instructions. 

8. Will technicians see the points awarded to tickets based on the MRR rule? (confidential) 

No, only admins can see the points assigned to a ticket based on the MRR rule.

9. What happens to the rejected tickets?

A ticket will be removed from the queue for an hour after rejection. During this hour, the admin is expected to update the rules or settings so that the ticket will be sent to the correct technician or it will not be a priority ticket. If there is no update done within 1 hour, the ticket will queue back and the technician will get the ticket again.

10. Can we link the ticket ID hyperlink to our PSA’s fat client instead of the web client?

11. Why can’t I access the NextTicket Manager or No Permission error when accessing NextTicket Manager?

• • In able to access the NextTicket Manager, you need to have a license. If you cant't access the app, please reach out to your admin/dispatcher or manager to assign license to you.

12. What is the recommend range of points to use?