Index past tickets
A backfill reads a board’s past tickets once and adds them to Support Advisor’s history, so its advice can cite your team’s past fixes from the first day. You need the Admin access level.
Start a backfill
Section titled “Start a backfill”- In Ticket Automation’s Boards page, expand the board.
- Choose Index past tickets too: in the setup panel the first time you tick Support Advisor, or with the Index past tickets too button on a board already indexed from now on.
- Choose the Backfill start year. The list runs from this year back six years, and starts two years back. The backfill reads from 1 January of that year.
- Read the estimate, then click Confirm.
What the estimate means
Section titled “What the estimate means”One-time backfill is the number of tickets on the board that had time logged since 1 January of that year, multiplied by Support Advisor’s cost per ticket. Choosing another year re-prices it at once. The counts can be up to six hours old. Tickets of excluded companies are not counted.
If the number of tickets cannot be read from ConnectWise, the estimate says Not available and gives the cost of each ticket instead. You can still confirm.
The cost is billed to your company’s OpenAI account, on your key.
What is read
Section titled “What is read”The backfill reads the board’s tickets that had time logged and were last updated on or after the start, leaving out excluded companies. Closed tickets are indexed as resolved cases, and open ones as work in progress.
Follow its progress
Section titled “Follow its progress”Under Indexing, the expanded board shows where the backfill is, updated at least once a minute:
| Shows | Meaning |
|---|---|
| Indexing tickets since year · backfill requested | Waiting to start. |
| Indexing tickets since year · backfill in progress, N tickets so far | Running. |
| Indexing tickets since year · backfill paused, N tickets so far | Support Advisor or the board is switched off, or Support Advisor is unticked. It resumes where it stopped. |
| Indexed tickets since year · backfill complete | Done. |
A backfill runs in batches and takes turns with other companies’ backfills, so a large board takes longer. It keeps its progress, so a pause never starts it again from the beginning.
A board is backfilled once only. After it completes, re-ticking the board or restarting its indexing never runs a second backfill.