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You expect to see the next ticket in the queue after you type the nt command for the second time and onwards. However, NextTicket brings up the same ticket each time you enter nt. This article explains how NextTicket sends tickets every time it receives the nt command.
This information applies to both NextTicket Manager for Autotask, ConnectWise, Kaseya, and Syncro.
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.
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MSPbots WIKI is moving to a new home at support.mspbots.ai to give you the best experience in browsing our Knowledge Base resources and addressing your concerns. Click here for more info!