The queue and targeting rules
MTX’s queue is a shared list of tickets waiting for someone to pick them up. Each technician’s My Queue tab shows the queued tickets targeted at them, in the queue’s order.
How a ticket gets on the queue
Section titled “How a ticket gets on the queue”- By its status. A ticket that moves into a status named Queued, **Queued - ** followed by a reason (such as “Queued - Follow up”), or *Dispatched is put on the queue, whether the move was made in MTX or in ConnectWise. The name is compared without regard to case or surrounding spaces. Other names, such as “Queued for Support” or “Queued-Follow up”, do not queue a ticket. A ticket already on the queue keeps its place.
- By its board. With Auto-queue on for a board in Settings, Board Types, new tickets on that board that are not responded to and not scheduled are added to the queue.
- At wrap-up. A technician can queue a ticket they are not finishing. With Require Schedule/Queue for Unresolved on, they must schedule or queue an unresolved ticket before ending their work.
Who a queued ticket is offered to
Section titled “Who a queued ticket is offered to”Targeting rules decide. Each rule has two halves:
- Ticket Matching: what a ticket must have for the rule to apply, such as a board, a company, a priority, an SLA, a custom field value or a service type.
- Queue Targeting: what a member must have to be offered the ticket: the ticket’s board team or any member of its board, a role on the company’s team, a project role, an active role, or a skill at a minimum level.
Rules are tried in order, and a ticket takes the first active rule it matches. The Default Rule is always last and catches the rest: it targets members of the ticket’s assigned board team.
Spectators are members with a schedule record on the ticket without a date or time. A rule can Ignore them, Limit to them (only they are offered the ticket, when it has any), or Include them alongside the members it picks.
To write rules, see Set up queue targeting rules.
Skills
Section titled “Skills”When Skill Management is on, members record their skills in My Skills, and the company’s skills are kept in Skill Management, both in MTX’s View Additional Options menu. A targeting rule can then require a skill. With Skill Prompts on, MTX asks each member during business hours to confirm the skills marked “Enable MTX to ask users about this skill”.
Who may change the queue
Section titled “Who may change the queue”With Restrict Queue on, only Managers and Admins may change the queue’s order and its targeting rules. Off, every member may reorder it. Saving a targeting rule needs Nilear’s Manager access level.