Setting a Temporary Filter for Next Ticket

The Set a Temporary Filter option in Next Ticket allows technicians to work on tickets from other teams' queues occasionally. This feature enables them to assist with tickets across different teams whenever additional support is needed. Administrators enable this option and assign the temporary filters to technicians.

This article discusses how to enable this option and how to assign the temporary filters. 

Prerequisites 

• Users with Next Ticket access can use the temporary filter after the administrator enables the option.
• Only the Admin and Admin Only roles can configure, edit, and assign the temporary filters. 

The Temporary filter option is available in Next Ticket for ConnectWise PSA and Autotask.  

How to assign a temporary filter 

Assigning a temporary filter to a technician 

1. On the Next Ticket app, navigate to Settings > User Management for ConnectWise Manage. 
   
   
   
   
2. Select the technician's name and go to the Temporary Filter column. 
   
   
   
   
3. Select a filter for the selected user and click Apply. 
   
   
   
   
4. Next, go to the Temporary Filter Activation Time column and select the duration for the filter's activation. 
   
   
   
   
5. Click OK. 

Assigning a temporary filter to a batch of technicians 

1. On the Next Ticket app, navigate to Settings > User Management for ConnectWise Manage. 
   
   
   
   
2. Select the users you wish to assign temporary filters to and click the Batch Action Temporary Filter button. 
   
   
   
   
3. In the Batch Action Temporary Filter window, select Batch Overwrite under Select Action, and the Temporary Filter from the dropdown list. 
   
   
   
   
4. Next, set the Activation Time then click Apply.
   
   These settings will be shown in the Temporary Filter and Temporary Filter Activation Time columns.  

Activating the "Allow technicians to set a temporary filter" option

Activating the Allow technicians to set a temporary filter switch enables technicians to assign temporary filters to themselves. 

1. On the Next Ticket app, navigate to Settings > Options. 
   
   
   
   
2. In Options, go to the Basic tab and select the Allow technicians to set a temporary filter switch. 
   
   
   
   
3. Click Save. 
   
   Once activated, technicians can self-assign tickets from the Next Tickt portal or MS Teams. For more information, see How to Self-Assign a Temporary Filter for Next Ticket.