Shared priority rules: edit a rule once, apply it across every template
J
Jim Slayton
The situation
MSPs who dispatch by team, by service board, or by client group end up with one NextTicket template per group, because a technician can only be assigned one template. The number of templates therefore grows with the number of groups. In practice those templates are largely identical: the same set of priority rules, differing mainly in which ones are switched on and what points they carry.
What that costs today
Saving a new template creates an independent copy of the entire rule set. Nothing links a rule in one template to the same rule in another. So when a business rule changes - a threshold moves, a condition needs one more value - it has to be edited separately in every template that contains it.
There is also no signal when a template gets missed. A queue can quietly end up prioritising differently from the rest, and nobody finds out until a technician notices the wrong tickets coming up.
What we would like
A shared rule library: one place where a priority rule's definition lives, with templates referencing it rather than each holding its own copy.
- Edit the rule's conditions once, and every template using it picks up the change
- Each template still controls, independently, whether that rule is on and how many points it carries
- A template can deliberately detach from a shared rule when it genuinely needs to differ
- Changes to a shared rule are logged, so it is possible to see what changed, when, and which templates it reached
Who this affects
Any MSP running two or more NextTicket templates with overlapping rules. The more technicians or service boards you dispatch across, the more templates you carry, and the more places a single change has to be repeated.
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