Troubleshooting

No advice on a ticket

Check these in order. An administrator fixes the first four in Nilear’s Ticket Automation area.

1. Is Support Advisor on for your company? The Support Advisor page’s switch should read Support Advisor is on. How
2. Is the ticket’s board switched on, with Support Advisor ticked? Check the board on the Boards page. How
3. Is the ticket’s company excluded? Check Excluded companies on the Support Advisor page. How
4. Does the OpenAI key work? The Support Advisor page says Support Advisor is paused when it does not. Fix it on the OpenAI Key page.
5. Has anyone asked? On a board set to Never read automatically, advice appears only when a technician asks. How
6. Is Support Advisor shown in MTX at all? If MTX’s Enable Notes AI setting is off, Support Advisor is hidden.

A change in Nilear reaches a member’s open MTX within about five minutes.

Advice, but no similar tickets on a newly indexed board

• The board has no history yet. A board indexed from now on starts empty and fills as tickets are worked and resolved. To use its past, index past tickets.
• The backfill is still running. Its progress shows under Indexing on the expanded board.
• Your ConnectWise access is limited. Support Advisor searches only the companies you can see. Why
• There is nothing similar. Only tickets that hold enough to be useful are indexed, and only resolved or worked ones. The answer then draws on web research, and its last line says whether it searched.

A message instead of advice

The answer’s Manual Review action says why. Every message, with its cause and fix, is in Messages.

An automatic read did not happen

Check in order:

1. Is the board set to read automatically? Its Read automatically choice must be New tickets or New tickets and customer replies. How
2. Is the ticket covered? The same checks as for no advice, above.
3. Was it a new ticket? Only tickets entered after the board was set up are read, and not those entered more than 24 hours before the read, or closed before it.
4. What does the AI column say? Read the AI column:
   • Reading soon or Reading: it is on its way.
   • Read limit: the board reached its hourly limit; the read is waiting its turn.
   • OpenAI key failed: an administrator must fix the key.
   • Advisor failed: ask Support Advisor yourself.
   • Nothing: the read was skipped or abandoned. Ask Support Advisor yourself.
5. Was it a reply? Replies are read only on New tickets and customer replies, only from the ticket’s contact, and a reply needing no new advice is noted and skipped.