Member visibility

When a technician asks Support Advisor, it searches only the past tickets of companies that technician can see in ConnectWise. A technician whose ConnectWise access is limited to some territories gets advice drawn from those territories’ companies, and never sees another company’s ticket cited that ConnectWise hides from them.

What decides it

Nilear works it out from the technician’s ConnectWise security role, the same way ConnectWise does:

• the companies in the territories under the technician’s security location, and companies with no territory, when their role’s company access is limited by territory;
• every company, when their role allows all companies;
• none, when their role allows none.

Nilear reads this when it imports your members and refreshes it every hour, so a change to a role or to your locations applies within about an hour.

What it means in practice

• Two technicians can get different advice on the same ticket, because each sees different companies’ history.
• A past ticket with no company, or of a company Support Advisor has not read yet, is used only for technicians who see every company.
• A technician who sees no companies gets an answer explaining that Support Advisor cannot search earlier tickets for them, and why.
• Just after switching on, Support Advisor first reads your company list. Until it has, a technician with limited access may be told it is still reading your companies, and get advice from fewer tickets.

What it does not limit

• The ticket’s own content, its screenshots, and web research.
• Automatic reads. A ticket read by itself is read for nobody in particular, and its advice is shown to everyone who opens the ticket, so it draws on every company’s history.
• Who sees an answer. Advice is shared on the ticket: a colleague who opens it sees the answer you got.

AI clients connected through External AI follow the same rule: Find similar tickets returns only tickets of companies the person may see, and never their notes, contacts or company names.