Feature Requests

We want a Next Ticket filter that automatically applies to a specific technician during a fixed daily time window (6:00–9:00 AM PT) and then automatically reverts to that technician's default filter at 9:00 AM — on a recurring daily basis, with no manual action required.

We currently have two technicians on our service desk whose workload requires that they use two different filters for NextTicket – one for the first half of their workday, and another for the second half. Having the option to set a recurring temporary filter would allow me to set this change once and move on, but currently I have to manually change either their default filter or the schedule for the temporary filter each day. Relying on the technicians to specify the filter when they request a ticket is not really a viable option.

Please review this feature request for AI assisted Next Ticket. We need Next Ticket rules to support location when the ticket is created. The goal is to automate ticket triage so on site tickets are assigned to the correct field member based on the location or region from Nilear.

I am wondering if it is possible to allow for particular people to have a longer rejection period than others? For example, we want our SD team to reject tickets for 8 hours but our CSR team to be able to reject for 16 hours (potentially longer) - is this possible by creating a new template?

To successfully configure NT based on how Unity IT operates and implement, a rule to add points based on ‘Contract Category’ must be added in the +Add Custom Rule function.

To which integration/function area is this feature request related? Next Ticket Description of your requested feature We'd like to be able to create within the same template a rule for night shift members and another one for the resources who works during Office hours. How is this important? Right now, the only available options are Business hours or Hours. When a rule is configured for business hours, our night shift members gets a timeout when requesting a ticket. To avoid the problem, we configured a rule based on Hours only which is against our SLO agreements with our custumer during business hours.

The new template rules are similar to SLA Response Expiration Time. New field: Fix By Date. APP:Next Ticket For Halo

Would be great to be able to re-order the options here as currently you need to remove and re-add to get the desired order:

We would like to apply conditional formating to messages so we can format the message so if a certain status is provided It adds additional formatting or text Please see attached screenshot 1.

Do you know if there’s a way to configure NextTicket to where if a technician types the “NT” command and does not accept or reject after a certain time, that it automatically rejects the ticket and adds a reject to their counter?