Choose Preview or Live

Each board is in one of two modes. You need the Admin access level to change it.

Mode	What it writes on a new ticket
Preview	One internal note of the changes automation would have made, headed Nilear AI suggests these changes. Nothing on the ticket is changed: no field, no new ticket, no task.
Live	The changes, then one internal note of what it changed, headed Nilear AI updated this ticket automatically.

When no automation would change anything, nothing is written in either mode.

Change the mode

1. In Ticket Automation, open Boards and click the board’s name to expand it.
2. Under When automation changes a new ticket, select Preview or Live.

The choice is saved at once, and applies to the next ticket processed, including one already waiting. The board’s row shows the mode beside its number of automations.

A board never given a mode is in Preview: Live is only ever your explicit choice. You can set the mode while the board is off, and it is kept when the board is switched off and on again.

From Preview to Live

The mode never changes what automation decides: the same automations run with the same rules and instructions, and only the note’s heading and whether the changes are made differ. So a board’s Preview notes show exactly what Live would have done.

1. Leave the board in Preview while new tickets arrive.
2. Read the notes on its tickets (how). MTX’s AI column shows Suggested on each ticket that got one.
3. Where a decision was wrong for your company, add instructions for that automation on the board or globally (how), or untick it.
4. When the notes are right, select Live.

You can go back to Preview at any time. Changes already made in Live stay on their tickets.

See Take a board from Preview to Live for a worked example.

Support Advisor ignores the mode

The mode is for the six automations that change tickets. Support Advisor never changes anything in ConnectWise, in either mode.