Technicians Receive a Ticket Filtering Limit Exceeded Alert When Using the NextTicket Manager

When requesting the next priority ticket using MS Teams or Slack, technicians receive an alert saying NextTicket has exceeded the ticket limit of priority calculation. Below is an example of the alert. 

When this happens, administrators also receive corresponding email alerts like the example in the image below.

This guide is for admins who need to adjust the ticket filter for technicians when the filtered tickets exceed the limit.

What is the ticket filtering limit and how does it work?

The NextTicket Manager filters tickets according to the conditions set by the admin and then calculates points for these filtered tickets using the set priority rules. After sorting the tickets in descending order according to priority rule points, it pushes the highest priority ticket to the technician via MS Teams, Slack, and the NextTicket page on the MSPbots app. 

When the filter conditions are not carefully set or are insufficient, more tickets will be requested and calculated, increasing computation and server load. To reduce calculation time and ensure good performance, MSPbots set a ticket filtering limit that discards tickets beyond the set limitation. This ceiling mitigates the risk of discarding more important and urgent issues.

Below are the default ticket filtering limits for PSAs with the NextTicket Manager:

Exceeding these limits will send the alert to the technician and email to the admin. If the ticket request exceeds the limit, the alert and email will also be triggered by any of the following: 

• Using the nt command 
• Clicking Next on the NextTicket app
• Testing rules

Prerequisites 

• The NextTicket ticket filtering limit only applies to ConnectWise Manage, Autotask, and Halo.
• Only the admin can modify the ticket filter.

How to avoid exceeding the ticket filter limit 

The following guide uses ConnectWise Manage to illustrate the procedure.

1. Ensure the filters work as expected in ConnectWise Manage before applying the settings to the NextTicket Manager. 

1. Log in to your ticket management system, such as ConnectWise, Autotask, or Halo. 
2. Navigate to the ticket listings like the Service Ticket Search page in ConnectWise Manage.
   
   
   
3. Set filter conditions for the technician. 
4. Click the Search button and check if the number of filtered tickets exceeds the limit. The limit ConnectWise, for example, is 250.
   If the number does not exceed the limit, proceed to the next step. If it does, repeat Step 1.3 and adjust the filtering criteria until the number of filtered results is less than or equal to the limit. 
5. Copy the filtering conditions.
   
   
   

    

2. Set the PSA ticket filter conditions in the MSPbots app. 

1. 1. Log in to the MSPbots app and navigate to Apps on the menu. 
   2. Open the NextTicket Manager for your PSA. 
   3. Click the Tickets Filter dropdown then click the Edit icon corresponding to the filter you want to edit.
      
      
      
      
   4. In the Filter Settings window, add the filtering conditions you have copied in Step 1.e. 
      1. Click the plus icon to add a condition. 
      2. Select the needed PSA field(s) and operator(s) to define the ticket pool. Service Boards/Queue, Ticket Status, and Closed Flag are the commonly used filters.
         You can also use the plus icon to add a group. 
         
         
         You must have a service board (Or Queue) field for the NextTicket app to work.
          
         
         
         
      3. Click Preview button to view the filtered tickets arranged by points from high to low based on priority rules. 
      4. Check the number of items on the lower right corner of the window. 
         
         
         
         If the number of items is less than or exactly 250, the alerts won't appear. You don't have to adjust the filters further.
         
         A number greater than 250 sends the alerts to the technician and the admin simultaneously. When this happens, you can re-adjust the filters in your PSA in Step 1.3 and continue re-adjusting until the number of filtered items no longer exceeds the limit.
         
         
      5. Click Save when done editing.
         
         

3. Assign the ticket filter to the technician. 

1. In the NextTicket app, click Settings > User Filter Rule For ConnectWise Manage. The User Filter Rule name in the dropdown list will vary according to your PSA.
   
   
   
   
2. Go to the Default Next Ticket Filter column, click the dropdown field corresponding to the technician's name, and select a filter.
   
   
   
   
3. Click Apply. A "Success" message appears to indicates the filter has been successfully added.
   
   
    
   
   
   If a PSA field is not available from the dropdown list, submit a request through our Help Center.