Note headings and lines
Every note Ticket Automation writes is an internal note on the ConnectWise ticket, in Markdown.
Headings
Section titled “Headings”| Heading | Written |
|---|---|
| Nilear AI suggests these changes (Preview - nothing on this ticket was changed) | On a new ticket on a Preview board, when an automation would change something |
| Nilear AI updated this ticket automatically | On a new ticket on a Live board, when something was changed |
| Nilear AI split this ticket | On the original, in Live, after a split created at least one ticket |
| Nilear AI split this ticket from #N | On each ticket a split created |
The first line
Section titled “The first line”The first line under the automation note’s heading starts Changes: in Live or Suggestions: in Preview, followed by these items, in this order, separated by “; “, each only when it applies:
| What | Live | Preview |
|---|---|---|
| Type, SubType or Item | TSI → Hardware / Laptop / Screen |
TSI → Hardware / Laptop / Screen |
| Summary | Summary updated |
New summary |
| Priority | Priority → Priority 2 - High |
Priority → Priority 2 - High |
| Tasks | 3 Tasks created (1 Task created) |
3 Tasks (1 Task) |
| Company | Company → Contoso |
Company → Contoso |
| Contact | Contact → Jane Doe |
Contact → Jane Doe |
| Split | 2 new tickets created (1 new ticket created) |
2 new tickets (1 new ticket) |
In Live it lists only what was written: not a field left because it had been changed, not a company change ConnectWise refused, and only the tasks and tickets actually created. A semicolon inside a value is shown as a comma. With nothing to list, there is no first line.
The bullets
Section titled “The bullets”| Bullet | Says |
|---|---|
| Type / Subtype / Item:, Type / Subtype: or Item: | The levels Set TSI filled, by name, and why |
| Summary: | The old and new summary, and why |
| Priority: | The old and new priority and why; “raised from … as set on the ticket” when it raised a chosen priority; “as the priority instructions ask” when your instructions decided it; “Judged an emergency.” for an emergency |
| Tasks: | The tasks, numbered |
| Company / Contact: | The old and new company and contact, and why |
| Split: | Why the ticket was split, the original’s old and new summary, and each new ticket by number (Live) or as “proposed ticket 1” (Preview) |
The note never holds ConnectWise IDs or your instructions’ text.
Lines that may appear when something could not be done:
| Line | Means |
|---|---|
| “… had been changed since the ticket arrived, so it was left as it was.” | A technician changed the field first. |
| “ConnectWise refused the change, so they were left for a technician.” | Correct Company’s change was refused. |
| “… could not be added to the ticket.” | ConnectWise refused tasks. |
| “… (its description could not be added)” | A new ticket was created without its description. |
| “… left as it was, because not every new ticket could be created.” | The original kept its summary after an incomplete split. |
Split notes
Section titled “Split notes”On the original:
Nilear AI split this ticket
This ticket has been split into 1 new ticket.
Work moved to new tickets:- Ticket #54137: Time entries are not syncing to the timesheet
Work remaining on this ticket:- Availability shows Inactive or MIA while working ticketsA proposed ticket that could not be created is listed under “Work remaining on this ticket”, followed by “(its new ticket could not be created)”.
On each new ticket: “This ticket was split from ticket #N: “the original’s summary”. That ticket keeps “the issue that stays”.” followed, when screenshots belong to its issue, by “1 screenshot copied from #N.”, or how many could not be copied and remain on the original.