Troubleshooting
Every message MTX shows, with its cause and fix, is in Messages.
A member cannot open MTX
Section titled “A member cannot open MTX”- Do they have MTX? On the Members page, their NilearX level must be Admin or Manager, or their MTX level Read/Write or higher. Read Only does not give MTX. Access levels
- Is MTX part of your subscription? Without it, no one has MTX.
- Are they sent to the Member API Keys page? MTX needs their own ConnectWise member API keys. They create a pair in ConnectWise under My Account, API Keys, and save it there. MTX brings them back once the keys are saved.
Work on Ticket is refused
Section titled “Work on Ticket is refused”Read the message’s title in Messages. The most common:
- Two Tickets Already In Progress: the Classic Method allows two. Wrap one up or put it in PSR, or switch to the One Ticket Method.
- Reached PSR Limit of N: wrap up a PSR ticket, or an Admin raises PSR Limit.
- Disabled Board for Nilear: the board’s Processing is off in Settings, Board Types.
The ticket does not move to In Progress, or time cannot be saved
Section titled “The ticket does not move to In Progress, or time cannot be saved”The ticket’s board has no In Progress status MTX can use, or its status does not allow time entries. An Admin chooses the board’s Default In Progress Status in Settings, My Tickets (how), and checks the board in SLA Review.
Tickets show in the wrong state
Section titled “Tickets show in the wrong state”MTX reads a ticket’s state from its status’s SLA escalation in ConnectWise. Fix the status in SLA Review until nothing is red.
A ticket did not go on the queue
Section titled “A ticket did not go on the queue”- Only statuses named Queued, **Queued - ** with a reason, or *Dispatched queue a ticket, and only when the ticket moves into one. “Queued for Support” does not.
- For new tickets on a board to be queued, turn on the board’s Auto-queue in Settings, Board Types.
- A queued ticket is offered only to the members its targeting rule picks. Check which rule it matched (how rules work).
A targeting rule cannot be saved
Section titled “A targeting rule cannot be saved”Saving a targeting rule needs Nilear’s Manager level. With Restrict Queue on, only Managers and Admins may change the queue. A rule whose conditions cannot be built shows “Targeting Rule has Errors” until it is corrected.
A member sees only their own availability, or only their own chip
Section titled “A member sees only their own availability, or only their own chip”Your company restricts availability, or the member’s Availability status is See own only, or Restrict Chips and Strips on Time Machine is on. Admins and Managers are never restricted. See Set availability rights.
A member is missing from the Availability board
Section titled “A member is missing from the Availability board”Their Availability board is set to Hidden on the Members page, Classic settings tab, or they are not in the team or filter selected on the board.
A new member does not appear in Nilear, or Test integration times out
Section titled “A new member does not appear in Nilear, or Test integration times out”Your ConnectWise is on premises, and its firewall lets only some of Nilear’s addresses in. Adding new members and Test integration connect from Nilear’s newer servers, so they fail while MTX keeps working, and Test integration reports HTTP connect timed out. Allow every address in Where Nilear connects from.
A member who does not work tickets shows as M.I.A.
Section titled “A member who does not work tickets shows as M.I.A.”Flag them as a Non-ticket user on the Members page, Classic settings tab. During working hours they then show as In.
A ticket cannot be resolved
Section titled “A ticket cannot be resolved”- Open tasks: with Require Tasks to be Completed before Resolving on, mark every task Done, N/A or Failed.
- Type, SubType and Item: with Before Resolving set to require them, choose real values; one containing “Change Me” counts as not chosen. An Admin can exclude boards with the cog beside the setting.
- A required custom field: fill it, or an Admin limits the field to the boards that use it (how).
A wrap-up asks for notes
Section titled “A wrap-up asks for notes”Your company requires notes for billable time, or for every time entry. Add notes, skip time, or choose a non-billable work type. Internal notes do not count.
AI buttons are missing
Section titled “AI buttons are missing”An Admin has turned the feature off in AI Features (how). Turning off Enable Notes AI also hides Support Advisor. For Support Advisor’s own conditions, see Support Advisor troubleshooting.
A settings change is refused
Section titled “A settings change is refused”Only Admins can change MTX’s company settings. A change by anyone else shows “Unable to Change …”.
A change made in ConnectWise does not show in MTX
Section titled “A change made in ConnectWise does not show in MTX”Changes reach MTX on their own. If one has not, click Clear Cache and Reload MTX in the MTX tab.
A change made in MTX did not reach ConnectWise
Section titled “A change made in MTX did not reach ConnectWise”MTX queues each change and sends it to ConnectWise in the background. A change that failed is listed in Pending Requests, with the reason; a change ConnectWise rate-limited is retried automatically.
ConnectWise refused a change
Section titled “ConnectWise refused a change”The message’s title says why (Messages). A ConnectWise Refused Permission means the technician’s own ConnectWise security role does not allow the change: their ConnectWise administrator changes the role.