Preview and Live
Every board is in Preview or Live. The mode decides what is written to a ticket, never what is decided.
The same decisions in both modes
Section titled “The same decisions in both modes”Whatever the mode, the same automations run on the ticket, with the same rules and the same instructions. Only two things differ: the note’s heading, and whether the changes are made. A board’s Preview notes are therefore an exact rehearsal of Live: if the notes are right for a week, Live would have been right for that week.
What each mode writes
Section titled “What each mode writes”| Preview | Live | |
|---|---|---|
| Fields (summary, priority, Type, SubType, Item, company, contact) | Not changed | Changed, in one update |
| Tasks | Listed in the note only | Added to the ticket |
| A split | Described in the note, as “proposed ticket 1” | New tickets created; the original’s summary narrowed |
| The note’s heading | Nilear AI suggests these changes (Preview - nothing on this ticket was changed) | Nilear AI updated this ticket automatically |
| The note’s first line | Suggestions: … | Changes: … |
| Split notes | None | One on the original, one on each new ticket |
| MTX’s AI column | Suggested | Automated |
When nothing is proposed, neither mode writes anything.
Why every board starts in Preview
Section titled “Why every board starts in Preview”A board never given a mode is in Preview, and Live only ever comes from an administrator selecting it. So switching a board on never changes a ticket until an administrator chooses Live. The mode is kept when the board is switched off and on again.
What Preview costs
Section titled “What Preview costs”The same as Live: the same automations make the same OpenAI calls. Preview saves no cost; it saves surprises.
Support Advisor and the mode
Section titled “Support Advisor and the mode”The mode is for the six automations that change tickets. Support Advisor never changes anything in ConnectWise, in either mode.
To change a board’s mode, see Choose Preview or Live.