Next Ticket Rule Request - Add "Current Time" as measure.
complete
Rob Garcia
"We would like to be able to pick a field “Current Time” so that we can reference it in relation to different timezones.
Example:
If Current Time is Later Than 5pm
And
Ticket Requestor is Awais Tariq
-5000 points."
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Micus
complete
Micus
Hi guys, glad to tell you that we have the "Request Time" available in NT for CW!
It is covered in a similar request.
Micus
Hello Rob Garcia! Following up on this:
- Can you provide more examples of how you would use the 'Current Time' field in your ticket rules?
- Are there specific time zones you frequently work with that should be prioritized in this feature?
- Would you like the 'Current Time' field to be based on the location of the ticket requestor or the location of the service provider?
Rob Garcia
Hi Micus,
We have contract coverage of 8:30-5:30pm for the majority of our clients. We have staff in Adelaide and Perth, they have different timezones of 0.5 and 2 hours behind respectively. When these 2 locations use NextTicket, we would like to prevent the techs, from receiving newly logged Melbourne/Brisbane tickets as technically, the are outside of 5:30pm in the ticket timezone. Currently we have breached SLAs because of tickets not actioned in time
If possible, yes having Current Time based on the ticket requestor would be suitable as we set the tech timezone in connectwise for hours of operation