Data and security

What it reads from ConnectWise

Ticket Automation reads with your company’s ConnectWise integration, as your ConnectWise API member.

For	It reads
Each new ticket on a board that is on	The ticket as ConnectWise reports it when entered: summary, board, company, contact, priority, Type, SubType and Item, source, agreement, SLA and date entered; and the ticket’s description and notes.
Set TSI	The board’s Type, SubType and Item list.
Assign Priority	Your priority list.
Correct Company	Contacts and companies matching the addresses and names in the ticket.
Split Tickets	The ticket’s own screenshots, and your API member’s security role, to check it may add attachments.
The Boards page	Your service boards, and how many tickets were entered on each in the last 30 days, for the cost estimate.

It reads a ticket’s content only for new tickets on boards you switch on. It does not read time entries or schedules.

What it sends to OpenAI, and on whose key

For each new ticket, each ticked automation sends OpenAI what it needs to decide: the ticket’s summary, description and notes, its context by name (company and contact types, board, agreement, SLA, territory, department, site, source), and your instructions for that automation. Assign Priority adds your priority list, Set TSI the board’s Type, SubType and Item list, and Split Tickets the ticket’s screenshots. Correct Company sends your company’s name and the ticket’s summary, sender, original request and email addresses. The full list is in What each automation is given.

Call	Key
Board automations	Your company’s own key. With no working key they are not made at all, unless Nilear provides your OpenAI access. They never fall back to Nilear’s key.
Technician tools (Polish Email, Polish Notes, Company Profile) and the instruction check	Your key while it works; Nilear’s key otherwise.

The instruction check sends only your instructions and the automation’s description, never ticket, company, contact or member data. Calls made on your key are governed by your own OpenAI account and its terms. See Your OpenAI key.

What it writes to ConnectWise

Everything is written as your ConnectWise API member.

	Preview	Live
Ticket fields	Nothing	Summary, priority, Type, SubType, Item, company and contact, as decided, in one update. A field changed by someone since the ticket arrived is left alone.
New tickets	Nothing	Up to three per split, on the same board, company, contact, source and priority, each with a description note from the original’s contact, its screenshots, and a split note.
Tasks	Nothing	One to ten ConnectWise ticket tasks.
Notes	One internal note of the suggested changes	One internal note of the changes, and a split note on the original after a split.

When no automation would change anything, nothing is written in either mode. Ticket Automation never deletes anything, never emails anyone, and never creates a company or contact. Support Advisor, ticked on the same board, never writes to ConnectWise.

What it stores

Your settings: each board’s switch, mode, automations and instructions, your global instructions, and who last changed each.
Your OpenAI key, held as a secret. No page, email or log ever shows more than its last four characters.
A record of each automated ticket: the ticket as it arrived, its status, each automation’s outcome and decision, the changes applied or left alone, and the numbers of the notes, tasks and tickets written. It is what lets a retry never write anything twice.
Counts of OpenAI calls per day and feature, shown on the OpenAI Key page.
A cost estimate per board, from ticket counts only.

What it logs

Logs name your company, the board, the ticket and the outcome of each automation, and how long it took. They never hold the ticket’s summary, description, notes or contact details, the AI’s answer, or your instructions’ text.

Who can change it

Who	Can
Your administrators (Admin access level)	Everything on the Ticket Automation pages: boards, modes, automations, instructions and the OpenAI key.
Other members	Nothing; they are turned away from the pages.
Your technicians	Their own personal Polish Notes and Polish Email rules, in MTX.
Nilear’s staff	Switch Nilear-provided OpenAI access on or off for your company.

When the key starts failing, every active administrator is emailed once. See Access levels.