Priority Rules determine the priority tickets out of all the tickets pooled by the NextTicket Filters. To create rules, use your admin access to assign positive points to high-priority scenarios to prioritize tickets and fewer or negative points to low-priority ones to deprioritize tickets.
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 toggle switch for the corresponding rule. Do this after creating conditions and adding points to a rule.
To enable a priority rule:
You can test the priority rules and verify if the resulting prioritization shows your expected outcome. You can do this individually or all at the same time.
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 y our expected prioritization. If not, 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.
You can save a Priority Rule from the NextTicket Priority Rule tab for your PSA. 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.
Priority rules can be saved as templates. You can do this in the NextTicket Priority Rule tab as well.
To save a priority rule as a template:
Here is how to delete a priority rule template: