Data and security

MTX works on your ConnectWise data. It uses two sets of ConnectWise API keys, for two different jobs.

Two sets of keys

Keys	Whose	Used to
Your company’s API keys	The ConnectWise API member your company set up for Nilear, entered under API Settings	Keep Nilear’s copy of your tickets, schedules, members, boards and statuses up to date, and read reference data such as board notifications.
Each technician’s member API keys	The technician’s own ConnectWise member, saved on Nilear’s Member API Keys page	Everything a technician does in MTX: notes, time entries, status changes, schedule records, emails, tasks and standard notes.

Because a technician’s changes are made with their own keys, ConnectWise records them as made by that technician, and their ConnectWise security role decides what they may do. Nilear checks that a technician’s keys sign in as that technician before storing them. Once saved, keys are never shown again.

Where Nilear connects from

Nilear connects to your ConnectWise from two sets of servers. Most of Nilear, MTX included, connects from 40.142.95.96/28. Adding new members, Test integration on the API keys page and the features of the newer platform connect from 48.195.154.108 and 48.195.138.74.

If your firewall restricts access to an on-premises ConnectWise, allow all of these inbound on HTTPS (port 443):

• 48.195.154.108
• 48.195.138.74
• 40.142.95.96/28 (255.255.255.240)

What MTX reads from ConnectWise

Open tickets with their notes, tasks, documents and custom fields; schedule entries and activities; time entries; members, boards, statuses, work types, work roles and expense types; companies, sites, contacts, agreements and configurations as a ticket needs them; and your ConnectWise In/Out Board when its sync is on. ConnectWise tells Nilear when a ticket or schedule changes, and Nilear also checks your open tickets regularly so none is missed.

What MTX writes to ConnectWise

As the technician, with their own keys:

• time entries, ticket notes (Discussion, Internal Analysis and Resolution) and emails, recorded on the ticket;
• status, board, priority, company, contact, site, agreement and custom field changes;
• schedule records for their sessions, follow-ups and wrap-up, and owners when Auto-assign Owner is on;
• tasks, new tickets, ticket splits, bundles and merges (unless your company turns merging off), standard notes, project phases;
• contacts, when a technician adds one, for example with Add Contact on an email note;
• the ConnectWise ticket stopwatch, when Update CWM StopWatch is on.

With the company’s settings:

• SLA escalations changed in SLA Review, with the Admin’s own ConnectWise access, after a confirmation;
• charge code time entries for Lunch and AFK, when Lunch/AFK Charge Codes is on;
• the In/Out Board, when its 2-way sync is on.

What Nilear keeps

• A copy of your open tickets’ summaries, schedule records and members, so MTX opens quickly and shows changes live.
• Each member’s availability (status, work location, active role, tickets in progress and in PSR), working sessions and the time recorded, for the Availability board, the Time Machine and efficiency chips.
• Documents and images downloaded from ConnectWise, so a file is fetched from ConnectWise as rarely as possible.
• Notes and email drafts while a technician is working, until they are saved to ConnectWise.
• Who viewed which ticket and when. Views are always tracked; Show Ticket View Tracking decides only whether members can see them.
• Support Advisor’s answers and the suggestions an AI client made on a ticket, kept on the ticket for every member to see.
• Each member’s MTX settings, and your company’s.

AI features

MTX’s AI buttons (Polish for emails, summaries and notes, Suggest TSI and Split Ticket AI) send the text being worked on, and the ticket’s content where the feature needs it, to Nilear’s AI service, which calls OpenAI:

• with your company’s own OpenAI key, when you have added a working one on Ticket Automation’s OpenAI Key page;
• otherwise with Nilear’s key.

Your company’s rules and each technician’s personal polish rules are added to the request. Each feature can be turned off for the whole company (how).

Support Advisor and Ticket Automation, whose results technicians see in MTX, need your company’s own key. What they send and keep is in Support Advisor’s Data and security and in Ticket Automation.

Who sees what

Data	Who sees it
Other members’ availability	Everyone by default; your availability rights can limit each member to their own. Admins and Managers always see everyone.
Other members’ efficiency chips and strips	Everyone by default; Restrict Chips and Strips on Time Machine limits members who are not Managers or Admins to their own.
Who viewed a ticket	Everyone, when Show Ticket View Tracking is on; no one otherwise.
The company’s AI rules	Every member can read them; Admins can change them.
A technician’s personal polish rules	The technician, and your company’s Admins.
Support Advisor’s answers on a ticket	Every member.
Member API keys	No one: they are never shown again after they are saved.

Location

My Tickets Mobile can locate a technician’s starting point for their first on-site trip, when Use Geolocation for MTM is on, and works out travel distances with Google Maps unless you choose ConnectWise’s site distances. Turn Use Geolocation for MTM off to make it ask “home or office” instead.

AI clients

A technician can connect an AI client to MTX through External AI. The client reads only the ticket the technician is working or holds in PSR, with the technician’s own ConnectWise keys.