Tools
Clients show each tool by its title, or by its name. Every tool needs External AI switched on for your company. The level is the member’s External AI level (Access levels).
| Tool (name) | Needs | Reads only? |
|---|---|---|
Who am I (whoami) |
Read Only | Yes |
Get ticket (get_ticket) |
Read Only, MTX | Yes |
Get ticket attachment (get_ticket_attachment) |
Read Only, MTX | Yes |
Find similar tickets (find_similar_tickets) |
Read Only, MTX | Yes |
Suggest next steps (suggest_next_steps) |
Read Only, MTX | Posts to the Support Advisor tab only |
Get availabilities (get_availabilities) |
Read Only, MTX | Yes |
Get availability (get_availability) |
Read Only, MTX | Yes |
Set availability (set_availability) |
Read/Write, MTX | No: changes MTX availability |
A tool the member may not use is not offered to the client at all. Every client may make at most 60 tool calls a minute on one connection.
Who am I
Section titled “Who am I”Shows who the client acts as: the person’s name and email, the PSA’s name and MCP address, their External AI level, the client’s name and the connection. Reads nothing from ConnectWise or MTX. Takes nothing.
Get ticket
Section titled “Get ticket”Reads the ConnectWise ticket you are working in MTX: its number, whether you are working it or hold it in PSR, its fields (summary, board, status, priority, type, subtype, item, team, company, site, contact and their email and phone, owner, resources, severity, impact, source, required date, budget and actual hours, whether closed, parent ticket), every note oldest first with who wrote it and when, and its attachments by id and file name.
- Ticket: optional. Without it, your one Working on Ticket.
- Limits: the ticket checks: your Working or PSR ticket, the One Ticket Method, your personal ConnectWise API keys, Support Advisor on for the ticket.
Get ticket attachment
Section titled “Get ticket attachment”Reads one attachment of a ticket you are working or hold in PSR, by the id Get ticket lists:
- an image, returned as an image, filtered and shrunk as Nilear shrinks ticket images;
- an emailed .eml file, returned as its From, To, Cc, Date and Subject, then its original body with its styling removed but its wording, links and strike-outs kept; at most 60,000 characters, saying the full length when cut. Files attached to the email are listed by name, type and size, not read;
- any other file is refused, naming it: only images and .eml files can be read.
Ticket and attachment are both required. The ticket checks are made again on every call.
Find similar tickets
Section titled “Find similar tickets”Finds resolved tickets like the one named in Support Advisor’s history, closest first. Each match gives its ticket number, its state, how similar it is, its board, classification and resolved date, whether it is the same company, and its problem, steps taken, root cause and resolution. A match marked “resolved, not yet closed” records a fix on a ticket that has not been closed, so the fix is not yet confirmed.
- Ticket: required; never defaults to your Working ticket.
- Focus: optional, up to 500 characters, to search for one part of the ticket.
- How many: 1 to 10; 5 when not given.
- Limits: the ticket checks; only companies you may see in ConnectWise are searched (member visibility). Returns analysed cases, never notes, contacts or company names.
Suggest next steps
Section titled “Suggest next steps”Posts the client’s analysis and suggested next steps to the ticket’s Support Advisor tab in MTX, where you, and everyone who opens the ticket, see it (use it). Writes nothing to the ticket, its email draft or ConnectWise, and sends nothing.
| Part | Limit |
|---|---|
| Ticket | Required; never defaults to your Working ticket. |
| Analysis | Required; up to 20,000 characters. |
| Email to the customer, internal note, resolution | Optional; up to 20,000 characters each. |
| Tasks | Optional; up to 20, each up to 1,000 characters. |
| Repeat key | Optional, up to 64 characters: a retried call with the same key posts once. |
- Answers: “Posted to the Support Advisor tab on ticket #N.”, or “Queued for the Support Advisor tab on ticket #N; it will appear shortly.” when it cannot be shown at once, or “Already posted to the Support Advisor tab on ticket #N.” for a repeat.
- Limits: the ticket checks, made again on every call.
Get availabilities
Section titled “Get availabilities”Lists your team’s MTX availability, at most 500 members, one line each: name, status now and until when, work location today, and the tickets each is working. Optional filters: a ticket (only members working it, or holding it in PSR, each marked so) and one or more statuses. Shows only the members you may see on MTX’s availability board.
Get availability
Section titled “Get availability”Shows one member’s availability in full, yourself by default: status with since and until when, work location, its name and today’s working window, the tickets they are working and hold in PSR, their active role, and whether they work without tickets. A member you may not see is answered as not known.
Set availability
Section titled “Set availability”Changes a member’s MTX availability, yourself by default, as MTX’s availability board would, all of it or none:
| Part | Values |
|---|---|
| Status | Available, Lunch, Away from keyboard, Do not disturb, Meeting, On the phone, Out of office, PTO, Off, Other; with an optional end up to 30 days ahead, and for PTO, Off and Other an optional In/Out type |
| Work location | Office, Home, On the road, Remote, Other (with a name of up to 40 characters), or none |
| Active role | Up to 30 characters, or empty to clear it |
At least one is needed. MTX decides whether you may change another member, and refuses what its board refuses. See Check and change availability.