Summary: A bot to detect last closed ticket for a particular technician and suggest the next ticket based on SLA due-date.
What problem/s will this bot address? Mis-prioritization of work.
Is there any report that you are using today to address this problem? no
When should this bot be triggered? If A ticket is closed, then send a message.
Where do you want to send the message? Teams - Specific User/s
Details of the message to be sent if the bot is triggered:
What happened? You recently closed ticket number xxx
What should the recipient be asked to do? The next ticket due assigned to you is yyy. Please begin work on this ticket next, or schedule it if needed.
Why should the recipient do it? This prevents lessor-priority tickets from being worked out-of order.
Suggest a name for this bot: Suggest Next Ticket
Description of this bot: Suggests the technician’s next ticket based on SLA Status / Due Date & Time
Priority: Medium
Hi @RichardScott ,
I think that this is a good idea to help tech utilize the next ticket feature. But this bot will require some special block design for the bot action, like calculating the next ticket on the fly. Considering that our next ticket feature is still in beta, we will need to make sure the next ticket is running smoothly before we can develop this bot.
We found some bug in the priority point rules in the Next ticket, which should be fixed by the middle of next week, you can play with it for now at Apps (mspbots.ai), select next ticket.