Microsoft Teams seems unresponsive to the nt command. Users are experiencing significant delays of at least 30 minutes in bot replies and ticket dispatch after typing "nt". This issue occurs randomly throughout the day.
Background and findings
The nt command prompts the NextTicket Manager bot to dispatch the next highest priority ticket to technicians via MS Teams. After investigation, the developers found that some special ticket data triggered an error in the bot logic and caused a delay in responses from the nt bot. Further investigation is ongoing.
Workaround
The NextTicket Manager portal offers a way to access and dispatch tickets via a webpage. It has the same functions available in the app such as request, accept, and reject tickets. If the NextTicket app has issues, like the nt delayed response issue, you can use this portal to let your technicians get their next tickets.
How to use the NextTicket Manager portal
- Go to the NextTicket Manager portal.
- Select the PSA for your NextTicket app and click Go to.
- Select a User and a filter to show the highest priority ticket.
Below is a sample next highest priority ticket accessed from the NextTicket Manager portal.
This article will be updated as more information and the resolution to this issue becomes available. If this workaround does not work for you, you can submit a request through our Help Center.