Release date - Apr 15, 2024
What's on this release:
- An Alert for Exceeding Filter Ticket Limit
- Enhanced Alert Message Exceeding Filtering Limits
- New feature for setting the recipients of exceeded NT Tickets alert
- New Accept Button in NextTicket for Autotask
- New Filter Option in NextTicket for ConnectWise Manage - Current User
An Alert for Exceeding Filter Ticket Limit
When the number of filtered tickets by a technician exceeds the limit, we will send an alert message to the technician and simultaneously send an alert email to their administrator.
The primary purpose of this alert email is to ensure that the administrator can promptly adjust the filters that have exceeded the limit. If not, the suggested ticket may not be of the highest priority.
The default limit values for each ticketing system are:
- ConnectWise: 250
- Autotask: 250
- Halo: 100
By providing timely alerts, administrators can better manage and optimize ticket filters, ensuring efficient and accurate ticket processing to enhance team productivity.
Related article
How to Resolve an Alert for Exceeding Ticket Filtering Limit
Enhanced Alert Message Exceeding Filtering Limits
We have refined and enhanced the alert messages sent by the Action bot for NextTicket for Autotask and Action bot for NextTicket for ConnectWise Manage when filtering tickets exceeds the limit.
Additionally, we split the API call block in each bot into two separate functions: one for status changes and another for owner changes.
By implementing these improvements, our goal is to enhance the clarity of notifications and ensure more efficient handling of filter modifications.
New feature for setting the recipients of exceeded NT Tickets alert
When the number of filtered tickets in the NextTicket app exceeds the limit, MSPbots will send an alert email to the admin. This is to encourage the admin to promptly adjust the filters to avoid situations where the highest priority recommended tickets are incorrect.
Now, you can set who can receive the alert in Notifications within System settings.
Only admins can be added as recipients.
In the Error Types section, check the NT Tickets Exceeded Alert checkbox to enable recipients to receive an alert when NT tickets exceed the limit.
When you click on the Add Admin Users option, it will automatically add all admin users to the recipients.
You can effectively manage who receives alert notifications, adding personalization to enhance communication efficiency and accuracy. Additionally, this feature helps ensure that critical notifications are not mistakenly sent or overlooked, enabling the team to promptly and accurately address important tasks.
New Accept Button in NextTicket for Autotask
Now you can easily accept Autotask tickets in the NextTicket for Autotask app or simply by using the nt command in Teams.
By clicking the Accept button, the ticket status will automatically change to the status you've set, such as In-Progress, and the ticket owner will be updated to your name.
By default, the Accept button is disabled. You can enable it in the Accept Ticket Actions and set the status the ticket will update to upon acceptance.
Only you can accept your own tickets, others cannot accept tickets on your behalf.
The addition of this feature brings convenience and autonomy to your management of Autotask tickets.
Related article
New Filter Option in NextTicket for ConnectWise Manage - Current User
When setting up filters for NextTicket for ConnectWise Manage, you can now select Current User as the value when choosing Resources or Ticket Owner as the condition fields.
This feature allows for more personalized and dynamic filtering options, making it easier to prioritize and manage tickets based on the current user interacting with the system.
Related article
How to Setup Filters for NextTicket Manager