How to Create an Advanced Rule for NextTicket Manager

September 09, 2024 15:59 Updated

This article introduces how to configure the Advanced Rule function of NextTicket Manager, including operations such as adding rules and cloning conditions.

Background information

The Advanced Rule feature enables the creation of custom rules when the preset priority rules do not meet business requirements. You can use this feature when creating and adding a custom priority rule.

Prerequisites

This feature is available in NextTicket Manager for ConnectWise Manage, Autotask, and Halo integrations. Only users with the admin role can create, edit, and delete advanced rules.

How to add an Advanced Rule

Launch the NextTicket Manager and click the priority rules link on the NextTicket screen.
Click the +Add Custom Rule button.
Fill in the following fields for adding an advanced rule:
1. Rule Name - Enter a unique rule name.
2. Rule Description - Enter a description for the rule.
3. Click the Add icon, and select the AND or OR operator to create conditions for the new rule. You can add more groups or conditions if you need to.
  
  Creating Advanced Rule conditions for the NextTicket Manager for ConnectWise Manage
  
  When configuring advanced rules, you can select Company as a condition and select a filter from the options that appear. Using the Company condition allows you to adjust ticket prioritization by adding or subtracting ticket points based on different company types.
  
  The User-Defined Fields (UDFs) feature provides more flexibility when configuring advanced rules by giving the option to select from pre-configured custom fields. Modifications to these custom fields in the ConnectWise are synchronized every hour with MSPbots and automatically reflected in the condition field list of the advanced rules.
  
  Creating Advanced Rule conditions for the NextTicket Manager for AutoTask
  
  You can also select pre-configured custom fields in the User-Defined Fields (UDFs) feature like custom fields from the contact modules. Modifications to custom fields in the AutoTask UDF feature are synchronized with MSPbots every five hours and automatically reflected in the condition field list of the advanced rules.
Enter the points you want to add whenever the rule's conditions are met.
Click Save to keep the settings.

Other actions when adding new rules

Clone - If you want to duplicate a specific condition within the new advanced rule, click the Clone icon. This will copy the corresponding 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.
Add a condition - To add a condition, click the Add icon, select +Add Group or +Add Condition, and configure the condition as needed.
Delete a condition - To delete the condition, click the Delete icon.

How to configure an existing Advanced Rule

Click the Edit icon to change the name and description of the rule.
Click the Save & Test this ruleicon to save the priority rule and test the values of the rule. Below is an example of the Test Result window.
Click the Save icon to save your configuration.

If using this feature does not meet your new rule requirement, please file a new feature request.

Deleting and deactivating rules

Click the Delete icon if you want to delete the advanced rule,

To deactivate or disable a rule, click the toggle switch OFF for the new advanced rule.

new advanced rule toggle switch

What other features and fields are available in the Advanced Rule?

Available in which PSAs	Field Name	Description
Available in NextTicket for ConnectWise Manage, NextTicket for Autotask and NextTicket for Halo	Cascading options for the dropdown fields	The options in the dropdown fields are arranged into categories Ticket, Company, Agreement, Finance, Next Ticket Requestor, and User-Defined Fields (UDFs) for easier browsing and selection of filters. Users can select a category and then select an option under that category. The category field also allows searching for a filter.
	Support for positive and negative points	The Advanced Rule feature supports positive and negative points. Enter a whole number or a negative value in the Add field to increase or decrease a ticket's priority.
	Assign points based on time intervals	If you want to ensure prompt handling of tickets that meet advanced priority rules, you can activate the For every switch that allows you to assign points based on time intervals. This helps improve the efficiency of ticket processing and prevents tickets that have not been worked on from aging due to attribute reasons. You can configure the conditions for scoring based on time intervals to ensure that tickets are prioritized appropriately. 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 start_date - The date when the technician started working on the ticket 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 was created 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 was responded to start_date - The date when the ticket starts target_date - The target date for the ticket
	Less prioritization for tickets with a start date set in the future	The Advanced Rule has the field Start Date field which enables you to add negative points to tickets with a start date set in the future. You can select or search for an option in this field.
	Time variable	You can give priority to tickets that fall under the selected specific times. Example: Selected tickets that start in the Next 24 hours.
	Assignee's Attendance Status variable	This variable factors the assignee's attendance status into ticket prioritization.
	Is In Watchlist	You can find it under the Company category. By configuring this option, you can create an advanced rule that adds or subtracts points to tickets based on whether the company is in your watchlist.
Only available in NextTicket for ConnectWise Manage and NextTicket for Halo	Current User	For NextTicket for ConnectWise, if you choose any of the following conditions under the Ticket category: Resources/Owner Identifier/Updated By/Entered By, you can select Current User as an option and also choose multiple users. For 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 "Current User" field means that if a ticket is assigned to the current user, it will trigger the advanced rule and add points.
Only available in NextTicket for ConnectWise Manage	Contact Type	This conditional field already exists in the preset priority rules. You can find it under the Company category. By customizing the contact type field, you can ensure that tickets are assigned to the appropriate personnel or departments based on the nature of the contact, thereby creating more accurate and efficient ticket priority strategies.
	Company Team Role	This field is an option in the ConnectWise app, and here it is used to retrieve the values of Company Team Role from the ConnectWise app. You can select this option in the Next Ticket Requestor category and choose one or more values from the dropdown list to configure advanced rules specifically for this field. It will filter out your top-priority ticket.
	Agreement Start Date	You can find it under the Agreement category. By configuring this option, you can create an advanced rule that adds or subtracts points to tickets based on the agreement start date of any company. For information on Time and Time Variate formats, refer to What Filter Conditions and Formats are Available for Creating Widgets.
	Hours of last schedule	You can find it under the Ticket category. By configuring this option, you can create an advanced rule to add or deduct points based on the duration (in hours) of the last schedule of the tickets.
	Last Time Entry	You can find it under the Ticket category. By configuring this option, you can create an advanced rule to add or subtract points to tickets based on whether the last time entry of the ticket falls within a specific time or time range. For information on Time and Time Variate formats, refer to What Filter Conditions and Formats are Available for Creating Widgets.
	Request Time	The Request Time field indicates when the requester filed the NT request. This field is found under the NextTicket Requestor category.
	Time Zone	The Time Zone field identifies the time zone of the client associated with the ticket. This field is found under the Company category.
Only available in NextTicket for Halo	Top Level	This field is a default field in the Halo app and its purpose is to fetch top levels from Halo. You can select this option in the "Customer" category and select one or more top levels from the dropdown list to configure advanced rules related to this field. It will filter out your top-priority ticket.
Only available in NextTicket for Halo	Urgency	You can find it under the Ticket category. By configuring this option, you can create an advanced rule to add or subtract points depending on the urgency level of the tickets.