Triage Rules

This tab includes Device Configuration Matching, agreement or contract attachment, and Escalation Thresholds.

Device Configuration Matching

The Configuration types in scope list controls which of your PSA’s device configuration types ZenTop Triage may attach automatically to device-related tickets.

1. Select the configuration types to include. Use Select all or Clear for the whole list.
2. Select Save Configuration Scope and confirm the result.

This is an opt-in list. Leaving every type unchecked disables automatic configuration attachment. Types outside the selected scope are ignored even if their names appear in the ticket. If your PSA doesn’t support configuration attachment, the section says so.

Agreement or contract attachment

With ConnectWise this setting is Agreement Attachment; with HaloPSA and Autotask it is Contract Attachment. It is meant for PSA setups that don’t apply a default agreement or contract.

When it is on, and ZenTop Triage triages or creates a ticket that has no agreement or contract, it checks the customer. If the customer has exactly one active agreement or contract, ZenTop Triage attaches it to the ticket and adds an internal note. Tickets that already have one, and customers with none or several active ones, are left unchanged.

1. Turn on Attach the customer’s only active agreement (or contract).
2. Check the status beside the switch: Enabled or Disabled.

Caution

This setting is off by default. Attaching an agreement or contract changes how your PSA bills time on the affected tickets.

Escalation Thresholds

Set the thresholds used to suggest escalation in Queue.

Setting	Range	Purpose
Re-assignment Limit	1–10 touches	The touch threshold for an escalation suggestion.
Time Tracked Limit	0.5–100 hours, in 0.5-hour steps	The time threshold for an escalation suggestion.
Escalation Order	Drag the available contacts	Establishes the escalation chain from lowest to highest tier.

1. Enter the touch and time limits.
2. Drag eligible contacts into Escalation Order. Position 1 is the lowest tier; later positions are higher tiers. The chain identifies the next person above the assigned technician.
3. Select Save Escalation Rules.

When either threshold is breached, Queue can suggest escalation. If the list has no eligible contacts, turn on Escalation for the relevant members in PSA Members, then return to this tab.