Automations
The Boards page lists seven checkboxes on each board, in this order. The first six change tickets and follow the board’s Preview or Live mode; Support Advisor never changes a ticket.
| Automation | Description on the Boards page | Changes | Does nothing when | Needs |
|---|---|---|---|---|
| Assign Priority | “Assigns a priority based on the impact and urgency described.” | Priority | The priority fits; a chosen priority would be lowered with no instruction deciding it; no default priority | A default priority in ConnectWise |
| Set TSI | “Sets the ticket’s Type, SubType, and Item values.” | Missing Type, SubType, Item | All three are set; no single path fits | Type, SubType and Item set up for the board in ConnectWise |
| Correct Company | “Assigns the correct company for CatchAll or MSP’s own tickets.” | Company and Contact | The ticket is on another company; the evidence does not match exactly one existing contact | A catch-all company, your own company, or a company named in instructions |
| Polish Summary | “Rewrites the ticket summary line so it reads clearly at a glance.” | Summary | The summary names a system, symptom or request; the ticket was split | — |
| Split Tickets | “Detects a ticket covering more than one issue and creates a separate ticket, if needed.” | New tickets; the original’s summary | One issue; more than three new tickets needed; created by a split | Manage Attachments at Add level for your ConnectWise API member |
| Create Tasks | “Generates a task checklist based on the ticket’s requests.” | Ticket tasks | No task needed; one task on a board set to Only for multiple tasks; the ticket was bundled or merged | — |
| Support Advisor | “Technicians can ask Support Advisor about this board’s tickets in MTX, and AI clients connected through NilearX can work on them only while this is ticked. Its advice draws on web research and your indexed tickets.” | Nothing | — | Support Advisor switched on for your company |
Every automation that changes a ticket also does nothing in Live to a field a technician changed after the ticket arrived.
Choices beneath an automation
Section titled “Choices beneath an automation”| Automation | Choice | Options | Default |
|---|---|---|---|
| Create Tasks | Create tasks | Always, Only for multiple tasks | Always |
| Support Advisor | Indexing | No indexing, Index new tickets from now on, Index past tickets too | Chosen when first ticked (how) |
| Support Advisor | Read automatically | Never, New tickets, New tickets and customer replies | Never (how) |
Technician tools
Section titled “Technician tools”Three more services have instructions on Global Instructions but no checkbox on a board, because technicians run them in MTX: Polish Email, Polish Notes and Company Profile (Use the technician tools).