What's in this article:

Introduction

This article mainly introduces how to configure the Advanced Rule function of NextTicket Manager, including operations such as adding rules and cloning conditions. This feature allows you to create custom rules when the pre-set priority rules do not meet your business requirements. It is very useful when you want to add a new priority rule and create it on your own.

Background Information

This article applies to NextTicket for ConnectWise Manage, NextTicket for Halo and NextTicket for Autotask only.

Applications

The users who have an admin role.

Prerequisites

Already connected with ConnectWise Manage, Autotask, or Halo integration.

How to Add an Advanced Rule

Go to Priority Rules by clicking the priority rules link on the NextTicket screen.
Click the Advanced Rule button to open the Advanced Rule pop-up window.
Fill in the following fields for adding an advanced rule：
- You can use the toggle in front of the rule to enable or disable the added advanced rules.
- Rule Name - Enter a unique rule name.
- Rule Description - Enter a description for the rule. (Optional)
- Rule - Create conditions for the advanced rule. Add more groups or conditions if you need to. You can also do the following actions in this section:
  - If you want to duplicate a specific condition within this advanced rule, simply click the Clone button. This will copy the condition and its associated score, placing it as a new condition under the existing rule. You can then modify the value and score of this new condition as needed. This simplifies the process of setting up similar conditions, saving you time and effort.
  - If you want to add an empty condition, click the Add button to add it, and then configure the condition as necessary.
  - Click the Delete button to delete the condition.
    When configuring the Advanced Rules for the NextTicket For ConnectWise Manage app, you can select companyType as a condition. By using the companyType condition, you can add or subtract corresponding points to tickets based on different company types, thereby adjusting the priority of the tickets.
- Add points to increase or decrease prioritization, supporting positive and negative points.
- If you want to add points to tickets based on time intervals to prioritize the ones that meet advanced priority rules and ensure quicker handling, you can activate the switch to configure the conditions for scoring based on time intervals. This helps improve ticket processing efficiency and prevent tickets from aging and not being handled promptly due to attribute reasons.
  - For tickets that meet the advanced rule, points will be added starting from the following date conditions, and incrementally based on each minute, hour, day, or business day, to elevate their priority.
  - NextTicket for ConnectWise Manage
    - required_date - The date when the ticket is required.
    - estimated_start_date - The estimated start date for the ticket.
    - last_updated - The date when the ticket was last updated.
    - date_entered - The date when the ticket was entered.
  - NextTicket for Autotask
    - completedDate - The date when the ticket was completed.
    - createDate - The date when the ticket was created.
    - dueDateTime - The deadline for the ticket.
    - firstResponseDateTime - The date and time of the first response to the ticket.
    - firstResponseDueDateTime - The deadline for the first response to the ticket.
    - lastActivityDate - The date of the last activity on the ticket.
    - lastCustomerNotificationDateTime - The date and time of the last notification sent to the customer.
    - lastCustomerVisibleActivityDateTime - The date and time of the last customer-visible activity.
    - lastTrackedModificationDateTime - The date and time of the last tracked modification.
    - resolutionPlanDateTime - The date and time of the resolution plan.
    - resolutionPlanDueDateTime - The deadline for the resolution plan.
    - resolvedDateTime - The date and time when the ticket was resolved.
    - resolvedDueDateTime - The deadline for resolving the ticket.
  - NextTicket for Halo
    - date_assigned - The date when the ticket was assigned.
    - date_occurred - The date when the ticket occurred.
    - deadline_date - The deadline date for the ticket.
    - fix_by_date - The date when the ticket is fixed.
    - last_action_date - The date of the last action on the ticket.
    - last_incoming_email - The date of the last incoming email related to the ticket.
    - respondby_date - The date when the ticket is responded.
    - start_date - The date when the ticket starts.
    - target_date - The target date for the ticket.
  - The condition is default to be closed, with the unit as Day, and the since parameter is blank.
Click Save to keep the settings.

How to Configure an Existing Advanced Rule

If you want to configure an existing advanced rule, please refer to the following steps.

Click the Edit button to make modifications. This allows you to change the name and description of the rule.
Click the Save & Test this rule button to save the priority rule and test the values of the rule. Below is an example of the Test Result window.
If you want to delete this advanced rule, clickthe Delete button to remove it.
After setting it up, click the Save button to save your configuration.