Next Ticket | Schedule Rule for Halo
development queue
Anthony Barr
Hi there.
I will do my best to explain the use case for you, but if there are any questions, please feel free to reach out.
When using NT, a tech will work on a job as its provided to them. At times that job wont be able to be completed in that first touch, for many reasons. Our process to ensure that does not get lost, is that we will schedule it with the required user, making sure the user and the Tech are available at the same time.
What we would like to do, is make sure that other techs dont get issued this ticket via NT, to do that we would like to look that the Halo “Schedule” status, and the time/date of the appointment.
Ultimately, NT should not issue this type to any tech, until it exceeds its schedule time. I can then make rules to prioritise that this is given to the assigned tech over an alternate tech.
What that part will do is service as a bit of a reminder. If the tech that scheduled the job misses or forgets the appointment, NT can then offer it as long as the scheduled time is exceeded.
I already have rules setup that if its “In Progress” to not offer via NT, so if the Tech is on time, marks it in progress, NT will not bump it up the list.
Does all of that make sense? In essence that is to ignore Scheduled status, until after the appointment start time is exceeded.
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development queue
J
Joyce
Dear all,
Thanks for your patience.
Our dev team looked into this, and here’s what we found:
Halo’s Ticket API provides "Scheduled Status" and "Start Time", while "Resource" and "End Time" are in the Ticket Detail API. We won’t be pulling those two fields right now—accessing the detail API would make it easier to hit Halo’s rate limit during ticket points calculation. The "Scheduled Location" field isn’t available either.
So we’ll design the "Schedule Status" rule like screen.
If you have any questions or need further clarification, please feel free to reach out to us.
J
Joyce
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design
J
Joyce
Dear Anthony Barr,
Thanks for your response.
The points are configurable. They are not hard set.
We'll move this into the development candidate queue.
You can track progress on Canny, and we'll update the status on Canny.
Joyce
PM
Anthony Barr
Oh, Awesome. That logic all seems fine to me.
Will this be something in the setup so I could modify points to make it work best with my specific setup. Or will the points shown here be hard set?
Either way is fine, I would just need to know when monitoring to for use in our config.
Micus
Hi Anthony Barr and Cody Masters,
Sorry for the slow response. I’ve drafted the pseudo rules below based on the CW version—please review them and let me know if they meet your use cases. Once I have your confirmation, I’ll move this forward to development.
(Scheduled time 60+ mins away)
If scheduled status = Scheduled, and scheduled location = Any, and resource include = Any, and the Start Time of the schedule is Specified, and current time is 60 minutes before it, → remove from queue.
(Scheduled time is exceeded)
If scheduled status = Scheduled, and scheduled location = Any, and resource include = Current Tech, and the Start Time of the schedule is Specified, and current time is 1 minute after it, → add 1000 points.
(Scheduled time is within 30-60mins)
If scheduled status = Scheduled, and scheduled location = Any, and resource include = Current Tech, and the Start Time of the schedule is Specified, and current time is 30 minutes before it, → add 100 points.
(Scheduled time is within 1-30mins
If scheduled status = Scheduled, and scheduled location = Any, and resource include = Current Tech, and the Start Time of the schedule is Specified, and current time is 1 minutes before it, → add 500 points.
Cody Masters
Hi Micus,
Yes that looks like what I was looking for with NT for Halo.
I would want the option to add a line that says if scheduled ticket is LESS than 15 minutes add points. That way it alerts them before the appointment and not just after the start time. I have attached a screen shot of an example rule
Micus
Hi Cody Masters, the intention of using only “more” here is to keep things simpler. For example, in a case where the time is 30 minutes away, conditions like “more than 10 minutes,” “more than 20 minutes,” and “less than 60 minutes” could all be true at the same time.
For this Scheduled Status rule, if a ticket matches multiple sub-rules, only the first matching rule will take effect.
I will write pseudo rules to confirm with you and Anthony and then push for develpment.
Micus
marked this post as
product review
Micus
Hi Anthony Barr and Cody Masters,
There is a similar rule to what you described in NT CW, can you take a look to see if it would meet your requirement, please?
And if you can write some pseudo-rule, it will help us to design the new rule in NT Halo.
Anthony Barr
Micus Yeah, thats the sort of thing I am looking for. Honestly what Cody has said below, would work for me too. I dont mind if we have something to look at Scheduled status or Next Activity Date, for me if its has an active schedule for planned future work, I dont need it offered to a tech via NT, until that time is past. I am happy to be a test case, but from what I can tell from the screen shots, something like that would be a workable solution for me.
Cody Masters
We have appointment start dates on all scheduled tickets so I was thinking the easiest way to set this up would be for Next Ticket to pull the appointment start date and once it's 30 minutes out it applies extra points to make sure it's the next ticket handed out
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