Which tickets are automated
Ticket Automation works on new tickets, once each, on the boards you switch on.
A ticket is automated when
Section titled “A ticket is automated when”- It is new. ConnectWise tells Nilear when a ticket is entered. A ticket that is only updated, such as one moved onto the board from another board, or edited, is not automated. Nilear also checks your ConnectWise regularly for new tickets it was not told about, so a lost notification does not lose a ticket.
- Its board is switched on, with at least one automation ticked, when the ticket is entered. Project boards are never automated.
- Your company has a working OpenAI key, or Nilear provides OpenAI access for your company.
- Your company is active, with a valid subscription.
Each ticket is automated once, however many times ConnectWise reports it. It never comes back to a ticket later.
- About ten seconds after the ticket is entered. The wait lets the ticket settle first.
- In turn. When many tickets arrive at once, they are worked through a few at a time, oldest first, without one company’s burst holding up another’s.
- Within the hour. A ticket not reached within an hour of being entered, for example after an outage, is closed as stale with nothing written.
Which automations run
Section titled “Which automations run”The ones ticked on the board when the ticket is processed. An automation unticked while the ticket waited does not run; one ticked while it waited does not run either, since the ticket was queued with the board’s automations at the time it arrived.
Tickets created by a split
Section titled “Tickets created by a split”A ticket Split Tickets creates is automated straight away, like any new ticket on the board, except that it is never split again and its summary is never polished.
Limits
Section titled “Limits”- 200 tickets per board per hour. Tickets over the limit wait for the next hour rather than being dropped. Each board has its own limit.
- About three minutes per ticket. An automation still working by then is reported as failed, and the others’ results are kept.
Tickets never automated
Section titled “Tickets never automated”- Tickets on a board that is off, or on with nothing ticked.
- Tickets entered before the board was switched on.
- Tickets waiting when the company’s OpenAI key was removed or started failing. They are not automated later when the key works again.
- Tickets from a PSA other than ConnectWise. The Boards page says “Not available for your PSA yet”.