Priority Rules determine the priority tickets out of all the tickets pooled by the NextTicket Filters. To apply these rules, use your admin access to prioritize tickets by assigning positive points to high-priority scenarios and deprioritize tickets by assigning less or negative points to low-priority cases.
What's in this article?
The format of priority rules is
if <condition/scenario>, then add or deduct points.
In the example below, the tickets assigned to the current user will be prioritized over unassigned tickets and those assigned to other technicians.
You can activate a priority rule by enabling the corresponding toggle switch. Do this after creating rule conditions and adding points to it.
To enable a priority rule:
You can test the priority rules and verify if the resulting prioritization shows your expected outcome. You can test individually or all the rules together.
A. To test a priority rule
B. To test all enabled priority rules
The Test All button previews the prioritization of tickets based on the points assigned to all enabled priority rules. Click this button to verify if all the rules work together to show your expected prioritization. If the rules are not working as expected, review the points and continue adjusting until you achieve your desired outcome.
To test all priority rules:
Below is an example of a ticket list that applies all enabled priority rules.
To save a Priority Rule from the NextTicket Priority Rule window, click the Save icon corresponding to the rule.
Alternatively, you can navigate to Save on the upper right section of the page and select Save All.
You can save priority rules as templates in the NextTicket Priority Rule window.
To save a priority rule as a template:
This is how to delete a priority rule template: