Administrator settings

MTX’s company-wide settings are in Nilear’s web app, Settings, My Tickets, at app.nilear.com/settings/my-tickets, unless a section says otherwise. Only members with Nilear’s Admin access level can change them. Each is saved as you change it. “Default” is the setting’s default as its own explanation on the page gives it; “—” means the page states none.

Time Entries

Setting	Default	What it does
Default On-site Work Type	Required	Work type for on-site time entries.
Default Project On-Site Work Type	Same as on-site	On-site work type for project tickets.
Travel To Work Type	Required	Work type for travel to a client.
Travel From Work Type	Required	Work type for travel back from a client.
Default Admin Work Type	Required unless Use Admin/Comm Work Types is off	Work type for a session with no notes and no email.
Default Communication Work Type	Required unless Use Admin/Comm Work Types is off	Work type for a session in which only an email was sent.
On-site Work Role, Remote Work Role	ConnectWise Default	Work role for on-site or remote time, instead of the member’s default.
Reduce Time Entry Creation	—	One time entry per ticket, per technician, per day.
PSR Continues Time Entry	—	Shown while Reduce Time Entry Creation is off. Returning from PSR adds to the earlier time entry.
Nilear Manages Default Work Types	On	MTX picks the work type; off, technicians choose it for every time entry. Each board can be turned off under Default Work Type per Service Board Management.
Include Notes with Emails	On	Discussion and Resolution notes are added to drafted emails.
Include Tasks with Emails	On	Notes of completed or failed tasks are added to drafted emails.
Include Tasks in Time Entries	On	Notes of tasks the technician completed go into the time entry.
Record AI Tasks as Internal Notes	Off	Tasks Nilear AI creates start marked Internal.
Include Emails in Time Entries	On	The drafted email goes into the time entry; off, into a ticket note.
Use Admin/Comm Work Types	On	Off: always the ticket’s default work type.
Require Notes for Billable Time	Off	No wrap-up of a billable time entry without notes.
Require Notes for Time Entries	Off	No wrap-up of any time entry without notes.
Update CWM StopWatch	Off	Work on Ticket also drives the member’s ConnectWise ticket stopwatch.
Record Seconds on Time Entries	Off	Times recorded to the second.
Skip Separate Emails on Notification Statuses	Off	No separate email when the status chosen already notifies the customer.
Custom Onsite / TravelTo / TravelFrom Work Type per Board	None	A board’s own on-site or travel work type.

See Set up time entries.

Expenses

Setting	Default	What it does
Mileage/KM Expense	—	Expense type for mileage recorded by My Tickets Mobile when travelling to or from an on-site appointment. Disable Option turns it off.
Source for Distance Calculations	Google Maps	Google Maps uses the expected travel distance, which the technician can change; ConnectWise uses the company site’s distance in ConnectWise, which they cannot.
2x Travel To	—	Double the travel-to distance and tolls instead of asking for a travel-from distance.
Default Mileage/KM Payment Method, Default Parking Payment Method	—	How mileage or parking was paid, such as by the employee or the employer.
Tolls Expense, Parking Expense	—	Expense types for tolls and parking. Disable Option turns each off.

Schedules

Setting	Default	What it does
MTX Manages “Work on Ticket” Schedules	On	MTX keeps the schedule records of Work on Ticket sessions. Off, technicians manage their own.
Create Fixed schedules for “Work on Ticket” sessions	—	The schedule record MTX creates for a session with none is Fixed; off, Floating.
Member Time Zones	Off	Schedules are shown in each member’s ConnectWise time zone and entered in the scheduled member’s zone. Off, in the device’s time zone.
Completed/Resolved Schedule Action	—	What happens to schedule records when a ticket is completed. Nilear recommends Keep Assigned to Ticket.
Follow-Up Schedule Action	—	What happens when a ticket needs follow-up. Nilear recommends Schedule for Later Today.

The schedule actions are No Action, Mark Done, Keep Assigned to Ticket (done, and the member stays assigned with a no-date schedule record), Keep on Today’s Schedule (done, and a new record today with no time), Schedule for Later Today (done, and a new record when the member is next available today) and Assign for End of the Day (done, and a new record 30 minutes before the end of the member’s working day).

MTX Interface

Setting	Default	What it does
Use Company Full Name	On	Off: MTX shows the company’s ID name instead of its full name.
Before Creation	TSI Not Requested	Whether the New Ticket wizard asks for Type, SubType and Item: TSI Requested, Only Type & SubType Requested or Only Type Requested. Asked, never required. The cog excludes boards.
Always Ask for Status	Off	The New Ticket wizard always stops at the Status step, offering the board’s default new status as one click.
Require Tasks to be Completed before Resolving	On	A ticket cannot be resolved while tasks are open.
Before Resolving	—	Whether Type, SubType and Item must be set before a ticket is resolved: TSI Required, Type & SubType Required (Item Optional), Type Required (SubType and Item Optional) or TSI Not Required. The cog excludes boards. A value containing “Change Me”, “Must Be Changed” or “Must Change” counts as not chosen.
Required Custom Fields by Board	All boards	Which boards each required ConnectWise ticket custom field is enforced on. How
Require Configurations	Off	Asks to attach a configuration before leaving a service, monitoring or project ticket that has none.
Keep Agreement on Contact/Site Change	Off	Keeps the ticket’s agreement when only the contact or site changes.
Use Geolocation for MTM	On	My Tickets Mobile locates the member’s start for their first on-site trip; off, it asks home or office.
Restrict Chips and Strips on Time Machine	Off	Members who are not Managers or Admins see only their own chip and strip.
Restrict Viewing Availability of Others	Off	Opens the Members page, where availability rights are set. How
Require Dates for Schedules	Off	A schedule record needs at least a date.
Require Times for Schedules	Off	A schedule record needs a date and a time. Turning it on turns on dates too.
Allow Spectators	On	Off removes the spectator options from a ticket’s Scheduling tab and wrap-up.
Allow Ticket Merging	On	Off offers only Bundle, and Nilear refuses a merge from MTX for everyone. A ConnectWise merge cannot be undone.
Require Schedule/Queue for Unresolved	Off	An unresolved ticket must be scheduled or queued before work on it ends. The cog excludes boards.
Allow Emails to be Scheduled	On	Technicians may schedule an email for later delivery.
Auto-assign Owner	On	A ticket with no owner gets one when it is assigned on its Scheduling tab, or when wrap-up completes it or creates a future schedule.
Force One Ticket Method	—	Every member uses the One Ticket Method. Off, each member chooses. How
Skill Management	On	Off hides My Skills, Skill Management and Queue Targeting Rules from everyone, and stops skill prompts.
Skill Prompts	On	MTX asks members during business hours to confirm their skills.
SMS	On	Technicians may send SMS to US and Canadian mobile numbers. Off hides Draft SMS.
Restrict Queue	Off	Only Managers and Admins may change the queue’s order and targeting rules.
PSR	On	Off (not recommended) removes PSR. May take effect the next day.
Default Budget (mins)	—	The budget of a ticket with no schedule record and no budget hours. At least 15; -1 turns budget notifications off.
PSR Limit	Unlimited	How many tickets a member may hold in PSR at once, 1 to 6. Nilear recommends 2 or 3.
Show Ticket View Tracking	Off	Shows everyone who viewed a ticket and when, under the summary’s Additional Ticket Options. Views are always tracked.

AI Features

Setting	Default	Off hides
Enable Email AI	On	Polish on emails.
Enable Summary AI	On	Polish on the ticket summary.
Enable Notes AI	On	Polish on working notes, and Support Advisor in MTX.
Enable TSI AI	On	Suggest TSI.
Enable Split Ticket AI	On	Split Ticket AI.

See Choose MTX’s AI features.

Boards: Mapped Statuses

For each active board whose processing is on: Default New Status, Default Assigned Status, Default In Progress Status, Default Waiting Status, Default Completed Status and Default Follow-Up Status. See Map your boards’ statuses.

Other Settings pages

All in Settings at app.nilear.com, Admins only for changes:

Page	What it holds
SLA Review	Each status’s SLA escalation, changed in ConnectWise. How
Board Types	Each board’s type (Service, Monitor, Project, Sales, Other) and switches: Auto-queue (add not-responded, unscheduled tickets to MTX’s queue), Scoring, TSI (enforce TSI on the board; shown while TSI is required), Budget (budget alerts) and Processing (Nilear processes the board’s tickets for the Time Machine, Availability, MTX and Nilear Live).
Work Types	Which ConnectWise work types are technical and which administrative.
Lunch/AFK Charge Codes	Auto-generate Charge Code Time Entries when members are marked unavailable, with a minimum duration and the Lunch and AFK charge codes.
In/Out Board	In/Out Board 2-way Sync between the Availability board and ConnectWise’s In/Out Board. Not recommended if you do not use the In/Out Board.

On the Members page

At my.nilear.com, Admins only:

Setting	Tab	What it does
MTX	Access	Who may use MTX. See Access levels.
Availability board	Classic settings	Hidden leaves a member off the board.
Availability status	Classic settings	Whose availability a member may see and change. Default Anyone’s.
Restrict availability	Classic settings, Defaults row	Yes: members who are not exempt see and change only their own availability. Default No.
Non-ticket user	Classic settings	Shows a member who does not work tickets as In during working hours.
View Settings	Classic settings	Shows the Global Settings tab of MTX Preferences to a member who is not an Admin or Manager.