Messages

When ConnectWise refuses

When ConnectWise refuses or cannot answer, MTX says what happened and what to do, then gives ConnectWise’s own words after “ConnectWise said:”. The same titles show on failed requests in Pending Requests and in their notifications.

Title	Means	What to do
ConnectWise Is Rate-Limiting Your Account	ConnectWise is limiting how many requests Nilear may make for your company right now.	Wait for the countdown (“Try again in N s”), then try again. A queued change is retried automatically.
ConnectWise Is Rate-Limiting Your Account, saying Nilear’s share of your rate limit is zero	Nilear is not sending ConnectWise requests for your company.	Contact Nilear support if it persists.
ConnectWise Refused Permission	The ConnectWise API key or security role does not allow this.	Check the member’s security role and API key in ConnectWise, or ask your ConnectWise administrator.
ConnectWise Rejected the Change	ConnectWise would not accept the change as sent, such as a value it does not allow.	Correct the value it names and try again.
Not Found in ConnectWise	The record no longer exists in ConnectWise; it may have been deleted or merged.	Reload to see the current records.
ConnectWise Did Not Respond	Nilear could not reach your ConnectWise, or it did not answer in time.	Check in ConnectWise whether the change arrived before trying again.
ConnectWise Reported an Error	Any other refusal.	Read ConnectWise’s message.

When work cannot start

Title	Cause	Fix
Two Tickets Already In Progress	Classic Method, with two tickets in progress.	Wrap up one of them or put it in PSR.
Another Ticket Already In Progress	One Ticket Method with PSR turned off for your company, and another ticket in progress.	Wrap up the current ticket first.
Reached PSR Limit of N	One Ticket Method, and you already hold your company’s limit of tickets in PSR or Auto PSR.	Wrap up the current ticket or one of your PSR tickets.
Still Traveling To / Still Traveling From	You are travelling to or from a client site.	End your travel time on the Travel tab.
Already Being Worked	Another member is working the ticket.	Confirm to work it too, or leave it.
Merged Ticket	The ticket was merged into another.	Update the parent ticket instead.
Company Status Issue	The company’s status in ConnectWise does not allow work.	Change the company’s status in ConnectWise, then refresh MTX.
Disabled Board for Nilear	The ticket’s board has Processing off in Board Types.	An Admin turns it on in Settings, Board Types; then clear MTX’s cache.
CatchAll Ticket	The ticket’s company is CatchAll.	Change the ticket’s company first.
Maximum Daily Configuration Review Tickets with Open Tasks	More than one of today’s other Configuration Review tickets still has open tasks.	Finish the tasks of an earlier one.
You cannot work on tickets directly from The Time Machine.	Work on Ticket was pressed in the Time Machine.	Work the ticket in MTX.

While working and wrapping up

You see	Cause	Fix
A notice that MTX could not move the ticket to In Progress	The ticket’s board has no In Progress status, so the ticket keeps its status and time cannot be saved while that status does not allow time entries.	An Admin chooses the board’s Default In Progress Status (how).
A count of open tasks, when completing	Your company requires tasks to be completed before resolving.	Mark each task Done, N/A or Failed in the warning, then continue.
A question whether to attach a configuration	Your company requires configurations on service, monitoring and project tickets.	Attach one, or decline.
Missing Required Information	A required ConnectWise ticket custom field is empty.	Fill it in. An Admin can limit the field to some boards (how).
Notes are required before the time entry is saved	Your company requires notes for billable time or for every time entry.	Add notes, skip time, or choose a non-billable work type.
A refusal to set Lunch	A ticket is in progress.	Finish the ticket or put it in PSR first.
The member’s ConnectWise API member does not have permission to create standard notes	Saving a note as a standard note without the ConnectWise right.	Let technicians save note templates.

Your ConnectWise API keys

On Nilear’s Member API Keys page:

Message	Fix
MTX needs your ConnectWise member API keys before it can continue.	Create a pair in ConnectWise under My Account, API Keys, and save it.
Your stored keys no longer work. Enter a new pair.	Create and save a new pair.
ConnectWise rejected these keys. Check them and try again.	Check you copied both keys whole.
These keys belong to another ConnectWise member. Enter keys created for your own member.	Create keys under your own ConnectWise member.
ConnectWise could not check these keys just now, so nothing was saved. Wait a minute and save again.	Wait a minute and save again.

In Settings

Message	Cause	Fix
Unable to Change … Settings (or Setting)	The change was refused, usually because you are not an Admin.	Ask an Admin.
Default Budget Time cannot be under 15 minutes.	Default Budget (mins) below 15.	Enter 15 or more, or -1 to turn budget notifications off.
Security Role “name” Missing Stopwatch Rights	Turning on Update CWM StopWatch without full Stopwatch rights in the security role of Nilear’s ConnectWise API member.	Give that role Add, Edit, Delete and Inquire All on Stopwatch.
Change EscalationStatus?	The first change in SLA Review, which changes ConnectWise.	Commit Change to go on.