Sorting tickets with the same score by creation time for Autotask's NT
in development
E
Emma Mayberry
I conducted an initial investigation and found that the tickets are dispatched randomly, even though they have the same points and priority but were created at different times.
As per the client: Here's an example from Tuesday: at 12:38pm on 1/28/25, we had 2 tickets in status "SLA Breach Imminent" (T20250128.0011 & T20250128.0012). Both tickets were Help Desk & Medium priority.
NT provided one of our technicians with T20250128.0012, created at 10:53am. Instead, it should have suggested T20250128.0011, created at 10:45am.
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J
Joyce
Dear Emma,
I trust this message finds you in good health.
We have prioritized this requirement, and the estimated time of arrival is projected to be around April 7th.
Best regards,
Joyce
MSPbots Product Team
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