Next Ticket | FILTER | Add Time IN Status condition
complete
R
Ray Chavez
Add a Time IN Status based Filter in Next Ticket to:
Set time-based conditions so certain tickets never show up in queue UNLESS they meet said condition? For example:
Ticket in ‘Escalated to After Hours’ status for more than 1 day then it shows up in queue AND will be assigned points to prioritize accordingly. I know we can currently just include it and assign points based off same parameters, BUT the idea is for tickets in that status under 1 day to NOT show up in queue as it isn’t actionable.
Another would be ‘Needs scheduling’ status more than 1 day. Any of the ‘Pending’ statuses more than 1 day. ‘Scheduled – Client Onsite/Remote’ status past due by 1 day (i.e., scheduled appointment not cleared and flagging as red/past due in system).
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Micus
in development
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Micus
design
J
Joyce
Merged in a post:
Next Ticket for CW | Add Company Type to the Next Ticket Filter.
Alex Piazza
Add Company Type to the Next Ticket Filter. Similar to the field below from the Priority Rules.
J
Joyce
Dear Alex,
Thank you for your understanding.
Currently, our technical limitation is that we transmit filter arguments to PSA in order to retrieve tickets. Consequently, we are restricted to utilizing only the arguments that are supported by PSA.
Although it may appear "not feasible" from a technical standpoint, we will investigate various approaches to address this requirement.
We have identified a solution for this request. I will proceed to merge your ticket with that one.
You will have the opportunity to express your preference for the method you wish to endorse.
Joyce
PM Team
Mauro Cretari
I would go with 2.1 also
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Micus
product review
Micus
Hi Everyone!
We really appreciate your patience regarding the request to add more fields to NT filters. Since more of you have raised similar requests, we're taking another look at this. Even if it seems "not feasible" technically, we'll explore different ways to meet this demand.
As I've mentioned in previous comments, our technical limitation is that we send filter arguments to PSA to retrieve tickets. Thus, we can only use the arguments supported by PSA.
The new approach we're considering is as follows:
- Retrieve tickets using the current filters; this part remains unchanged.
- Introduce a new set of conditions to eliminate tickets either after or during point calculations. There are two options:
2.1 Implement certain rules that will drop tickets rather than adding or removing points.
2.2 Set a threshold after points calculated, below which tickets will be dropped.
Please share your thoughts on this new approach. Which of the two options, 2.1 or 2.2, seems better to you? Your opinion is crucial in improving NT.
Thanks!
R
Ray Chavez
Micus - Are the option 2.1 rules based on points or conditions? If conditions, then I would image it could be something like IF ticket in X status less than 24 hours THEN remove ticket from queue?
Micus
Ray Chavez, Yes, something like that:
IF ticket status is X
AND time in current status is less than 24 hrs
THEN remove ticket from queue
R
Ray Chavez
Micus - Wonderful. My vote is 2.1 then. ;)
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