The Next Ticket Accept Button Is Not Working

When using the Next Ticket app, users sometimes encounter the issue of the Accept button not working or not assigning tickets after being clicked. This article outlines the causes of this issue and the troubleshooting steps you can take to fix it. 

Possible causes

Here are some possible reasons why the Next Ticket Accept button may not be functioning:

• The technician does not have a Next Ticket license.
• The Accept button is not correctly configured.
• The Next Ticket Accept button or Action bot is disabled.
• There may be an error or insufficient permissions preventing access.

Prerequisites

Only admins can configure the Next Ticket Manager bots and settings.

How to troubleshoot the issue

1. Check if the technician has a Next Ticket license. 

1. Go to Next Ticket app > Settings > Assign License.
2. Check the if the technician's in the Paid Accounts list. If it is not, meaning the user doesn't have a license, add the name to the list. For information on adding a Next Ticket license, refer to How to Assign and Remove a License for NextTicket Manager. 
   Proceed to the next step if the user already has the Next Ticket license.
   
   

2. Verify if the Accept Button settings are configured correctly.

1. On the Next Ticket app, go to Settings > Options > Accept Ticket Actions.
   
   
   
   
2. Check if the Accept button is enabled and if the In Progress status is set correctly. For information on setting up the Accept button, refer to Configure Accept Ticket Actions.
   
   

3. Check if the Next Ticket Accept and Action bots are turned off.

1. Go to Bots. 
2. Search for the Action and TeamsCommand Accept bots. 
3. Make sure these are turned ON. Submit a request if these are ON and the Accept button is still not working.
   
   
   
   

4. Look for differences in parameters 

The Accept button malfunction may be due to an issue with the ConnectWise interface. The Accept function is intended to change the status and owner fields of a ticket when the ticket modification interface is called. However, there are automated scripts within the ConnectWise system that may trigger changes to other information after the ticket has been modified, and may cause the Accept button issue. 

To troubleshoot, we recommend checking for differences between parameters related to the company. You may also try changing the status and owner fields of the Ticket directly in the ConnectWise system and record the time of data submission to see if you can successfully make the changes. Don't forget to document and take screenshots of the differences and the corresponding time stamps for ticket modifications and results. Send the screenshots and documentation to the Support Team.