Release date - Feb 19, 2024
What's on this release:
- User’s Current In-Progress Ticket
- New Condition Option in the Advanced Rule of the NextTicket for Halo - Current User
User’s Current In-Progress Ticket
When using Autotask as the ticketing system, companies have the flexibility to configure how to determine which in-progress ticket goes to which technician on the Attendance dashboard.
In the Settings > Options of the Attendance app, you can select the option that best aligns with your company's SOP (Standard Operating Procedures):
- If the ticket owner of the "In-Progress" tickets in your team handles those tickets, please check "Ticket is in-progress, user is the ticket owner."
- If your team usually has the user who changed the ticket status to "in-progress" handling the ticket, you can check "Ticket is in-progress, user is the last one to change the ticket to 'in-progress'."
Before starting the configuration, you need to open the Show Ticket Number & Time switch first.
This feature provides you with tenant-level personalized options to accurately and intuitively represent the person currently working on a ticket to avoid confusion.
Please note that this rule currently only applies to tickets in ConnectWise and Autotask. We will expand this feature to more PSA based on your needs in the future, so stay tuned.
New Current User Condition Option in the Advanced Rule of the NextTicket for Halo
Now, while configuring the Advanced Rule in NextTicket for Halo, if you select the Agent condition under the Ticket category, you can select Current User as an option, and you can also select multiple users.
The addition of the Current User field means that if a ticket is assigned to the current user, it will trigger the advanced rule and add points. This enhancement further increases the flexibility and customization of configuring advanced rules.