Which tickets a client can work on

An AI client can read and advise on far fewer tickets than you can open. It works only on the ticket in front of you, and only where Support Advisor works. The ticket tools - Get ticket, Get ticket attachment, Find similar tickets and Suggest next steps - make three checks, in this order, before anything from the ticket is returned.

1. The ticket you are working, under the One Ticket Method

MTX decides which ticket a call may be for, from what you are doing in MTX, not from the ticket’s ConnectWise status:

Your MTX must use the One Ticket Method, by your own setting or your company’s. Under the Classic Ticket Method every ticket tool is refused.
Your Working tickets are those you started working in MTX today or yesterday, in your time zone, that are in the Work time state and not in PSR. Working across midnight still counts.
Your PSR tickets are those of today or yesterday that you hold in PSR.
A ticket named must be one of your Working or PSR tickets.
No ticket named means your one Working ticket. With none, the call is refused; with several, the client is told to name one. A PSR ticket is used only when named.

Find similar tickets and Suggest next steps always need the ticket’s number, and check it again on every call: the ticket you are working may have changed since the client read it. Get ticket attachment checks it on every call too, so once you wrap a ticket up its attachments can no longer be read.

Why: the gate keeps a client to work you are doing now, on a ticket you chose, rather than any ticket your ConnectWise access could reach.

2. Your own ConnectWise keys

Get ticket reads the ticket from ConnectWise with your personal ConnectWise API keys, the ones MTX uses to act as you, never with your company’s integration keys. So it reads only what your ConnectWise security role allows. Without your keys it is refused. (Attachments, and the board and company checks below, are read with your company’s keys, once the gate has admitted the ticket.)

3. Support Advisor works on the ticket

After the gate, each ticket tool checks, with no help from the client:

Support Advisor is on for your company.
The ticket’s board is switched on in Ticket Automation, with Support Advisor ticked. Whether the board is indexed does not matter. How
The ticket’s company is not excluded from Support Advisor. How

If one fails, the client is told which, and nothing from the ticket is returned. Why: a suggestion is shown in the ticket’s Support Advisor tab, which MTX shows only where Support Advisor works, and your administrators’ choice to keep AI off a board or a customer applies to every AI, yours included.

What this means day to day

Start working the ticket in MTX before you ask your client about it.
To work on a ticket you have parked, put it in PSR and name it.
If a client says a board is not switched on, ask your administrator to tick Support Advisor on it.

The availability tools make none of these checks: they need only MTX.