Feature Requests

Tickets that have "responsedate" should be excluded by the rule "SLA Response Expiration Time", cause these tickets are considered responded to in Halo.

When it's the last ticket in the filter, the current behavior is that it cannot be rejected. I think it would be great if someone can simply reject the last ticket and then nt will give the standard “No corresponding ticket were found. Please double check the filter setting.” Afterwards. That way, we know that was the last ticket in the queue.

If NT can look at a users tickets, you could technically do something along this line You could prompt my tickets - It responds a list of tickets and ticket numbers on the calendar for that user for today Then you can follow up with Select ticket [ticket#] - This would tell nt you are working that ticket - puts it in an in progress state. Then you can follow that up with options like Note ticket - allows the addition of notes in the ticket Complete ticket - completes the ticket and closes out the ticket. Set Ticket Status - change the status from in progress to another status - selectable This would be useful for onsite technicians that need to work an issue while not carying a laptop straight from their phones in teams.

We need to setup a Rule in Next ticket with the following conditions: If the assigned Primary Resource is Current User, add 10,000 points. If the assigned Secondary Resource is Current User, add 5,000 points. The existing data fields in the NT Rules does not currently distinguish between Primary and Secondary Resource. We need those data fields added so we could create a Custom Rule, but if you can add a template rule with those conditions then that will make things easier for us.

When companies are no longer needed on the Company Watchlist, admins must revisit the Company Watchlist settings to remove them from the watchlist. Upon adding a new company to the watchlist, you should be able to set a start and end date.

I would like to adjust the List View format so techs can better understand point allocation and make it easier to review a CSV Export. Change #1 – Is it possible to move Company Name between Ticket ID and Ticket Name on the default (non-scrollable) side? If not, I would like to remove it entirely even though it is helpful. Change #2 – Is it possible to rename ‘Pts’ to ‘Total Pts’ and bold it? Question #1 – In the List View, I can see Timer has minutes listed and Reserve Status shows Accept or Reject button. When I export the list, the Reserve Status will show a number. Is that seconds in the reserve status? So essentially, it should release reserve at 300 seconds right? Change #3 – Can we remove ‘Resource’ entirely since we rely on Ticket Owner as the main assigned identifier? Change #4 – Can we remove ‘Customer Responded’ field since it’s easy enough to identify a response given point allocation? Change #5 – Can we remove ‘Ticket Age’ since it ‘s the same number as the point allocation since we add a point per day? Change #6 – Can we rename ‘Owner_ID’ to ‘Ticket Owner’? Change #7 – Can We remove ‘status_id’ since it’s the same as Status Name? Change #8 – Are we able to bold the ‘pts’ columns so they stand out a bit? Change #9 – Are we able to display default columns and CSV export in the following order? Ticket ID Company name Ticket Name Total Pts Timer Reserve Status Priority Pts Ticket Priority Company Type Pts Company Type Expected Response Expiration Date Pts Expected Response Expiration Date SLA Response Expiration Breaches in Minutes Unassigned Ticket Pts Ticket Owner Ticket Status Pts Status Name Ticket Age Pts Date Entered Customer Responded Pts Contact Type Pts

There are 2 missing things from the Next Ticket Rejection Reasons screen that are missing from the screen that would be extremely helpful. The most important feature on the next ticket rejection reason drill down list needs to have the points that were assigned to the ticket as it was presented to the engineer, as well as the rules that made up those points. I believe that information is on the screen as it gets presented to an engineer, but it would be helpful for us to troubleshoot how we can improve handing out tickets if we can see those values for rejected tickets. On the Creation Time for the next ticket rejection reason drill down list, it has only the date. It would be helpful if it had the time (and timezone) listed as well to mark when the ticket was rejected.

What's best practice for dealing with tickets when an engineer is on annual leave? Currently points are taken away when a ticket is assigned to an engineer however if that engineer is on annual leave what's the best way to get these tickets out? I presume to just unassign the engineer from the tickets he has but not sure if there is something better? The client wishes to manage the tickets of people on vacation. Please further evaluate whether we can develop user status and deduct points if the status is vacation

Customer would like Next Ticket to leave system or internal notes on the ticket in Autotask whenever an action occurs through Next Ticket. For example, if a ticket is assigned to a technician when they request the next ticket, they want a note indicating that it was assigned to that technician, as well as notes when the ticket is either rejected or accepted.

allow 'in' operator