Messages
In MTX
Section titled “In MTX”When Support Advisor will not answer an ask, it still answers: the verdict is No Supported Response, and its one action, Manual Review, gives the reason. The tab’s badge then reads No match.
| Message | Cause | Fix |
|---|---|---|
| Support Advisor is not enabled for this company. | Support Advisor is switched off for your company in Nilear. | An administrator switches it on, on Ticket Automation’s Support Advisor page. |
| Support Advisor is not enabled for this board. | The ticket’s board is switched off in Ticket Automation, or Support Advisor is not ticked on it. | An administrator switches the board on and ticks Support Advisor (how). Indexing is not needed. |
| Company is excluded from support-advisor resolution. | The ticket’s customer is in Support Advisor’s excluded companies. | An administrator removes it from Excluded companies, if it should get advice. |
| Support Advisor could not use this company’s OpenAI key (reason); manual review required. | Your company’s OpenAI key is missing or failing. The reason says which: no key added, the key was rejected as invalid, the OpenAI account has run out of credit or reached a spending limit, or the key cannot use a model Support Advisor needs. | An administrator fixes the key on Ticket Automation’s OpenAI Key page. |
| Support Advisor cannot search earlier tickets for you: reason | Your ConnectWise access shows you no companies, or has not been read yet. | Your administrator checks your ConnectWise security role. Changes apply within about an hour. |
| Support Advisor is still reading this PSA’s companies, so earlier tickets you may see could not all be searched yet. | Support Advisor was switched on recently and is still reading your company list. | Wait, then ask again. |
| Advice generation failed; manual review required. | The AI call failed. | Ask again. |
| The model returned no advice. | The AI gave nothing usable. | Ask again, perhaps with more context. |
| Web research produced no structured advice. | Web research found nothing it could use. | Ask again, or name the sites to search. |
Other things you may see:
| You see | Means |
|---|---|
| This ask did not complete | No answer came within five minutes. Remove it and ask again. |
| Error Getting Support Advice (a pop-up) | The ask could not be sent. Your message is put back in the box; try again. |
| No Support Advisor tab | The ticket is not covered. See Troubleshooting. |
| OpenAI key failed or Advisor failed in the AI column | An automatic read failed. See Read the AI column. |
In an AI client
Section titled “In an AI client”An AI client connected through External AI is told why it cannot work on a ticket, and passes the message on. Nothing from the ticket is returned with it.
| Message | Cause | Fix |
|---|---|---|
| Support Advisor is switched off for this company in NilearX, so its tickets cannot be read or advised on here. | Support Advisor is off for your company. | An administrator switches it on. |
| Support Advisor is not switched on for this ticket’s board in NilearX. | The board is off, or Support Advisor is not ticked on it. | An administrator switches the board on and ticks Support Advisor. |
| This ticket’s company is excluded from AI in NilearX, so its tickets cannot be read or advised on here. | The ticket’s customer is excluded. | An administrator removes the exclusion, if it should be. |
| NilearX could not check this ticket’s AI settings just now. Try again in a moment. | A temporary failure. | Try again. |
| Your MTX uses the Classic Ticket Method. Switch to the One Ticket Method in MTX’s settings to use MTX through an AI client. | AI clients work only with the One Ticket Method. | Switch it on in MTX’s My Settings, or ask your administrator. |
| Start working a ticket in MTX first. | You are not working a ticket. | Start working one in MTX. |
| You are working more than one ticket in MTX; name the ticket you mean. | The client did not say which ticket. | Tell the client the ticket number. |
| You are not working ticket #N in MTX. Start working it in MTX, or put it in PSR, first. | AI clients work only on the ticket you are working or hold in PSR. | Work the ticket, or put it in PSR. |
| Add your personal ConnectWise API keys in MTX first; an AI client reads tickets only with your own keys. | Reading a ticket uses your own ConnectWise keys. | Add them in MTX. |
| No similar resolved ticket was found for ticket #N. Matches are limited to the companies your PSA access shows you. | Not an error: nothing similar in the history you may see. | None. |
| Too many calls this minute. Retry in a few seconds. | The client made more than 60 calls in a minute. | The client retries. |