Customizing the Action Bot's Functional Behavior

The Accept button lets the Next Ticket user take ownership of the next priority ticket and sends the corresponding notifications to the user's MS Teams. When enabled, clicking this button triggers actions configured in the Action Bot for Next Ticket settings. The default configuration is to update the ticket owner and ticket status fields. 

This article explains the functional design of the Action Bot and shows how you can modify this behavior in the settings. 

Prerequisites 

Modifying and activating the Action Bot for Next Ticket requires administrator access and knowledge of API calls. 

The Accept button should be enabled to trigger the response settings of the Action Bot. For a guide on how to enable the button, refer to the section Configure Accept Ticket Actions in the following articles: 

• Next Ticket for ConnectWise Manage 
• Next Ticket for Autotask

Background information: How the Action Bot operates   

By default, Next Ticket is configured to update the ticket owner and status every time a user clicks the Accept button and takes ownership of a ticket. The accepting user is assigned as the owner and the "In Progress status" is applied. This operational behavior is based on the Action Bot design and the In Progress status setting for Accept Ticket Actions.

You can update this bot behavior by editing the Accept Ticket Actions and customizing the Action Bot settings. This article is a guide on how you can do this in Next Ticket for your PSA. 

How to customize the Action Bot response (Next Ticket for ConnectWise Manage) 

1. Open the Next Ticket for ConnectWise Manage app. 
2. Go to Bots > Action bot for NextTicket for ConnectWise Manage. 
   
   
   
   
3. On the Action bot for Next Ticket for ConnectWise Manage screen, click Design, and close the Real-time Data pop-up window. 
   
   
   
   
4. Go to the REST API Call block, click the ellipsis ... button, and select Edit. 
5. When the REST API Call window opens, click the body tab. 
   
   
    
6. Type the JSON code for the response you wish to apply.
   
   
   
   Below are some examples.  
   
   
   • Enter the following code to update the owner only 
     

     [      {      "op": "replace",      "path": "owner/id",      "value":{{identifier}}      }      ]

   • Enter the following code to update the status only 

     [       {      "op": "replace",      "path": "status/id",      "value": {{opStatusId}}      }      ]

   • Enter the following code to update the status and owner

     [      {      "op": "replace",      "path": "owner/id",      "value":{{identifier}}      },      {      "op": "replace",      "path": "status/id",      "value": {{opStatusId}}      }      ]

7. Click Finish. 

How to customize the Action Bot response (Next Ticket for Autotask) 

1. Open the Next Ticket for Autotask app. 
2. Go to Bots > Action bot for Next Ticket for Autotask. 
   
   
   
   
3. In the Action bot for Next Ticket for Autotask screen, click Design and close the Real-time Data pop-up window. 
   
   
   
   
4. Go to the REST API Call block, click the ellipsis ... button, and select Edit. 
5. When the REST API Call window opens, click the body tab. 
   
   
   
   
6. Type the JSON code for the response you wish to apply. 
   
   
   
   Below are some examples.  
   
   
   • Enter the following code to update the owner only 
     

     {       "id": {{ticketId}},       "assignedResourceID": {{identifier}},       "assignedResourceRoleID": {{roleId}}       }

   • Enter the following code to update the status only 

     { "op": "replace", "path": "status/id", "value": {{opStatusId}} }

   • Enter the following code to update the status and owner

     {       "id": {{ticketId}},       "assignedResourceID": {{identifier}},       "assignedResourceRoleID": {{roleId}},       "status": {{opStatusId}}       }

7. Click Finish.

How to customize the Action Bot response (Next Ticket for Halo) 

1. Open the Next Ticket for Halo app. 
2. Go to Bots, search for Action bot for Next Ticket for Halo, and select it to open. 
   
   
   
   
3. Click Design when the Action bot for Next Ticket for Halo screen opens. You can close the Real-time Data pop-up window if it opens. 
   
   
   
   
4. Next, go to the REST API Call block, hover over the ellipsis ... button, and select Edit from the dropdown list. 
   
   
   
   
5. When the REST API Call window opens, click the body tab. 
   
   
    
6. Type the JSON code for the response you wish to apply.
   
   
   
   Below are some examples: 
   
   
   • Enter the following to update the owner and status 
     

     [     {         "id":  {{ticketId}},         "status_id":  {{opStatusId}},         "agent_id": {{identifier}}     } ]

     
     
     
   • Enter the following to update the owner only 
     

     [     {         "id":  {{ticketId}},         "agent_id": {{identifier}}     } ]

     
     
     
   • Enter the following to update the status only  
     

     [     {         "id":  {{ticketId}},         "status_id":  {{opStatusId}}     } ]

7. Click Finish. 
   
   
   The design of Halo may pass the wrong status or agent and result in an error prompt even if the API returned a successful response.