Nilear answers a tool call it cannot carry out with a message for the client to act on or pass on to you. Clients
usually relay it in their own words; the texts below are Nilear’s. N is a ticket number. Nothing from the ticket is
returned with a refusal.
| Message or behaviour |
Cause |
Fix |
| This AI client cannot be connected to this PSA. The request may have expired, External AI may be off for the PSA, or your access may not allow it. Start again from your AI client, or ask your PSA’s Admin. |
Shown on the Connect an AI client page. The request is older than ten minutes or unknown, External AI is off, you are not an active member of the PSA, or your External AI level is No Access. |
Start again from the client. If it persists, ask your administrator. Approve a connection |
| The client asks you to sign in again, or says it is not authorized |
The connection was revoked, External AI was switched off, or the client’s sign-in lapsed after 30 days unused. |
Connect again. |
| The client says access is forbidden |
You are no longer an active member of the PSA, your External AI level is No Access, or External AI is off. |
Ask your administrator. |
| Unknown tool: name |
The client called a tool not offered to you, such as a ticket tool while MTX is off for you. |
See A tool is missing. |
| Too many calls this minute. Retry in a few seconds. |
More than 60 calls in a minute on one connection. |
The client retries. |
| The tool failed. Try again in a moment. |
An unexpected failure. |
Try again. |
| Message |
Cause |
Fix |
| Your MTX uses the Classic Ticket Method. Switch to the One Ticket Method in MTX’s settings to use MTX through an AI client. |
AI clients work only under the One Ticket Method. |
Switch it on in MTX’s settings, or ask your administrator. |
| Start working a ticket in MTX first. |
No ticket was named and you are not working one. |
Start working the ticket in MTX. A ticket in PSR is used only when named. |
| You are working more than one ticket in MTX; name the ticket you mean. Working tickets: #a, #b. |
No ticket was named and you are working several. |
Tell the client the ticket number. |
| You are not working ticket #N in MTX. Start working it in MTX, or put it in PSR, first. |
The ticket named is neither your Working ticket nor in your PSR, even if you can open it in ConnectWise. |
Start working it, or put it in PSR. Why |
| Add your personal ConnectWise API keys in MTX first; an AI client reads tickets only with your own keys. |
Get ticket reads with your own keys, and you have none that work. |
Add them in MTX. |
| ConnectWise did not answer for ticket #N; try again in a moment. |
ConnectWise failed the read. |
Try again. |
| MTX could not be reached just now. Try again in a moment. |
A temporary failure. |
Try again. |
| MTX cannot be reached for this company. |
MTX is not set up for your company’s ticket tools. |
Contact Nilear support. |
| MTX refused this call for you (HTTP n). Check that MTX is on for you in this company, then try again. |
MTX did not accept you as one of its members. |
Ask your administrator to check that MTX is on for you. |
These come after MTX has admitted the ticket.
| Message |
Cause |
Fix |
| Support Advisor is switched off for this company in NilearX, so its tickets cannot be read or advised on here. An administrator can switch it on in NilearX’s Support Advisor page. |
Support Advisor is off for your company. |
An administrator switches it on. Get started |
| Support Advisor is not switched on for this ticket’s board in NilearX. An administrator can switch the board on and tick Support Advisor in Ticket Automation’s Boards page; indexing is not needed. |
The board is off, or Support Advisor is not ticked on it. |
An administrator ticks it. How |
| This ticket’s company is excluded from AI in NilearX, so its tickets cannot be read or advised on here. |
The ticket’s customer is excluded from Support Advisor. |
An administrator removes the exclusion, if it should be. How |
| NilearX could not check this ticket’s AI settings just now. Try again in a moment. |
A temporary failure. |
Try again. |
| Message |
Cause |
Fix |
| file (…) cannot be read: only images and .eml files can. |
The attachment is another kind of file. |
Open it in ConnectWise yourself. |
| file (…) carries no image a model can use: … |
The image was set aside as unusable. |
None needed. |
| file (…) could not be read as an email. |
The .eml file could not be read. |
Open it in ConnectWise yourself. |
| Document n is not an attachment of ticket #N. |
The client asked for a document that is not on the ticket. |
Ask it to list the ticket’s attachments again. |
| The attachment could not be read from ConnectWise just now. Try again in a moment. |
ConnectWise failed the download. |
Try again. |
| Message |
Cause |
Fix |
| ticketId is required: the ConnectWise ticket number to find similar tickets for. … |
The client did not name the ticket. |
The client calls again with it. |
| No similar resolved ticket was found for ticket #N. Matches are limited to the companies your PSA access shows you. |
Not an error: nothing similar in the history you may see. |
None. |
| Support Advisor is still reading this PSA’s companies, so some earlier tickets you may see could not be searched yet. |
Support Advisor was switched on recently. |
Ask again later. |
| Support Advisor could not be reached just now, so no similar tickets were found. Try again in a moment. |
A temporary failure. |
Try again. |
| Support Advisor refused this call for you (HTTP n). Check that you are an active member of this company in NilearX, then try again. |
Support Advisor did not accept you as a member. |
Ask your administrator. |
Support Advisor’s own reasons, such as “Support Advisor cannot search earlier tickets for you: …” or a failing OpenAI
key, are passed on as they are: see Support Advisor’s Messages.
| Message |
Cause |
Fix |
| Posted to the Support Advisor tab on ticket #N. |
Done. |
Use it in MTX. |
| Queued for the Support Advisor tab on ticket #N; it will appear shortly. |
Done, but it could not be shown at once. Nilear keeps trying. |
Wait. |
| Already posted to the Support Advisor tab on ticket #N. |
The client repeated a call. |
None. |
| ticketId is required: the ConnectWise ticket number this suggestion is for. … |
The client did not name the ticket. |
The client calls again with it. |
| analysis, customerEmail, internalNote and resolution are each at most 20,000 characters. |
A part was too long. |
The client shortens it. |
| Each task is a text of at most 1,000 characters. |
A task was too long. |
The client shortens it. |
| Message |
Cause |
Fix |
| Availability is not yet available for this company: MTX has not sent it to NilearX yet. Try again later, or look at the Availability board in MTX. |
Your company’s availability has not reached Nilear yet. |
Use MTX’s availability board meanwhile. |
| Some members may be missing: this company’s availability is still arriving from MTX. |
Shown above a list that is not yet complete. |
Ask again later. |
| This company’s availability may be out of date: nothing has arrived from MTX for over two hours. |
Shown above a list that may be stale. |
Check MTX’s availability board. |
| Member n’s availability is not known. |
The member is not one you may see, or Nilear holds nothing for them. |
None. |
| No member matches. |
Not an error: no one matches the filters. |
None. |
| Give at least one of status, workLocation and activeRole: nothing would change. |
Set availability was asked to change nothing. |
Say what to change. |
| Availability cannot be changed for this company. |
MTX is not set up for availability changes from AI clients. |
Change it in MTX. |
| The change could not be made just now. It can be tried again in a moment. |
A temporary failure. |
Try again. |
When MTX refuses a change, its own reason is passed on: that you may change only your own availability; that Lunch
cannot start while you have a ticket In Progress (pause or wrap the tickets up in MTX first); that availability must be
changed in MTX instead; or, for PTO, Off and Other, the In/Out types to choose from.
