The Accept button lets the NextTicket Manager user take ownership of the next priority ticket shown on the NextTicket Manager screen and sends the corresponding notifications to the user's MS Teams. When enabled, clicking this button triggers actions configured in the Action Bot for NextTicket settings. Its default configuration is to update the ticket owner and ticket status fields.
This article explains the design of the Action Bot and shows how you can modify its response settings.
Prerequisites
Modifying and activating the Action Bot for NextTicket 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:
How the Action Bot is designed
By default, the NextTicket Manager is configured to update the ticket owner and status every time a user clicks the Accept button to take ownership of a ticket. The accepting user is assigned as the owner and the In Progress status is applied. This response is based on the Action Bot configuration and the In Progress status setting for Accept Ticket Actions.
You can update this bot response to the Accept button by editing the Accept Ticket Actions and customizing the Action Bot settings.
For instructions on editing the button actions, see the Configure Accept Ticket Actions section for NextTicket Manager for ConnectWise Manage or NextTicket Manager for Autotask.
For instructions on editing the Action Bot's response to the Action button, proceed to the next section of this article.
How to customize the Action Bot response (NextTicket Manager for ConnectWise Manage)
- Open the NextTicket Manager for Connectwise Manage app.
- Go to Bots > Action bot for NextTicket for ConnectWise Manage.
- On the Action bot for NextTicket for ConnectWise Manage screen, click Design, and close the Real-time Data pop-up window.
- Go to the REST API Call block, click the ellipsis ... button, and select Edit.
- When the REST API Call window opens, click the body tab.
- 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}}
}
]
- Enter the following code to update the owner only
- Click Finish.
How to customize the Action Bot response (NextTicket Manager for Autotask)
- Open the NextTicket Manager for Autotask app.
- Go to Bots > Action bot for NextTicket for Autotask.
- In the Action bot for NextTicket for Autotask screen, click Design and close the Real-time Data pop-up window.
- Go to the REST API Call block, click the ellipsis ... button, and select Edit.
- When the REST API Call window opens, click the body tab.
- 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}}
}
- Enter the following code to update the owner only
- Click Finish.
New section for review below:
How to customize the Action Bot response (NextTicket Manager for Halo)
- Open the NextTicket Manager for Halo app.
- Go to Bots, search for Action bot for NextTicket for Halo, and select it to open.
- Click Design when the Action bot for NextTicket for Halo screen opens. You can close the Real-time Data pop-up window if it opens.
- Next, go to the REST API Call block, hover over the ellipsis ... button, and select Edit from the dropdown list.
- When the REST API Call window opens, click the body tab.
- 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}}
}
]
- Enter the following to update the owner and status
- 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.