Access levels
Ticket Automation has no access level of its own. It follows each member’s Nilear access level, set on the Members page.
| Action | Needs |
|---|---|
| Open the Ticket Automation pages (Boards, Global Instructions, Support Advisor, OpenAI Key) | Admin |
| Switch a board on or off; tick automations; choose Preview or Live; choose Create Tasks’ option | Admin |
| Write, save or check global and board instructions | Admin |
| See a board’s estimated cost | Admin |
| Add, replace, re-verify or remove the OpenAI key | Admin |
| See technicians’ personal polish rules | Admin (read-only) |
| Switch Nilear-provided OpenAI access on or off | Nilear’s staff only |
| Read Ticket Automation’s notes and MTX’s AI column | Anyone who can see the ticket in ConnectWise or MTX |
| Use Polish Email, Polish Notes and Company Profile, and keep personal polish rules | Technicians in MTX |
A member without the Admin level who opens a Ticket Automation page is turned away.
Ticket Automation changes tickets as your company’s ConnectWise API member, the member whose keys connect Nilear to your ConnectWise, so what it may change is also limited by that member’s ConnectWise security role. Split Tickets needs the role to allow Manage Attachments at Add level (Split Tickets).