Set TSI
Set TSI “sets the ticket’s Type, SubType, and Item values”. It fills only the levels the ticket is missing, choosing from the Type, SubType and Item combinations set up for the ticket’s board in ConnectWise. To use it, tick Set TSI on a board (how). You need the Admin access level.
What it changes
Section titled “What it changes”| The ticket arrived with | Set TSI chooses |
|---|---|
| No Type | The whole path: Type, SubType and, where one fits, Item. |
| A Type but no SubType | The SubType and Item under that Type. |
| A Type and SubType but no Item | The Item only. |
| Type, SubType and Item | Nothing. No AI call is made. |
A level set by your email connector or a template is kept: Set TSI never changes a level the ticket already has. A level holding a placeholder, such as “– MUST CHANGE –”, “Change Me”, “?”, or a name starting “z” and a capital letter such as “zOld Printers”, counts as missing. A placeholder is never chosen.
It chooses only from the board’s own Type, SubType and Item list, with the same preferences as the TSI suggestion technicians use in MTX.
When it does nothing
Section titled “When it does nothing”- The ticket already has a Type, SubType and Item.
- No single path fits the ticket well enough.
- In Live, a technician set the level after the ticket arrived. The note says it was left as it was.
In the note
Section titled “In the note”The note’s first line lists TSI → and the new values, such as “TSI → Hardware / Laptop / Screen”. Its bullet names
only the levels it filled, such as Type / Subtype / Item: "Hardware" / "Laptop" / "Screen". or Item: "Screen".,
followed by the reason. It does not repeat the levels the ticket already had.
Steer it with instructions
Section titled “Steer it with instructions”Write instructions for Set TSI on Global Instructions or on the board (how). For example:
- “Password resets and account lockouts belong under Security > Account > Password Reset, not under Software.”
- On one board: “Every ticket on this board is Type Onboarding. Choose only the SubType and Item.”
Set TSI is given the ticket’s summary, description, notes and context, and the board’s Type, SubType and Item list. It cannot choose a combination that is not set up for the board: add it to the board in ConnectWise first.