To which integration/function area is this feature request related? Next Ticket
Summary: As a support engineer supporting different product lines, I want a way to request a Next Ticket based on the product line or rule filter.
What problem/s will this bot address? Case:
Currently, we are able to create multiple Priority Rules and assign one Filter Rule to one user. We have “AppA” rule that prioritizes “Application A application tickets”, “AppB” rule that prioritizes “Application B application tickets”, and “All” that is a combination of all support tickets regardless of product.
Users assigned the “AppA” rule filter who type “nt” in Teams get allocated a “AppA” ticket, but not “AppB” tickets. This is intentional and working as expected.
Users assigned the “AppB” rule filter who type “nt” in Teams get allocated a “AppB” ticket, but not “AppA” tickets. This is intentional and working as expected.
Users assigned the “All” rule filter who type “nt” in Teams get allocated any combination of “AppA” , “AppB”, and “Other” tickets. This is intentional and working as expected.
Issue: Some support agents should be able to request either a “AppA” or a “AppB” ticket, but we’re not seeing a way to achieve that.
Request: Provide a way for the Teams user to tailor their next ticket request.
For example, support agent could type something like “nt rulefilter” (e.g. “nt appa” or “nt appb”) or just the rule filter (e.g., “appa” or “appb”).
Another idea is to be able to enable a prompt that triggers after the Teams user inputs “nt” that presents them with a list of rule filters from which they could select one. In this case, I’d suggest updating the Default Next Ticket Template to be able to have multiple templates applied, or adding another field to the “User Filter Rule For AutoTask” like “Additional Next Ticket Templates” that is what would control which templates are available for selection to the Teams user.
Is there any dashboard that you are using today to address this problem? no
When should this bot be triggered? If nt rulefilter (OR nt and user has multiple rule filter templates applied to them), 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 have multiple rule filters available
What should the recipient be asked to do? Please select which rule filter to apply
Why should the recipient do it? If you want to work on a specific product line
Suggest a name for this bot: Next Ticket by Rule Filter Selection
Description of this bot: This bot allows the Next Ticket user to select from multiple Rule Filters available to them per the Administrator's configuration.