Settings

All settings are in Nilear’s Ticket Automation area, at my.nilear.com, and need the Admin access level. The area’s sidebar lists Boards, Global Instructions, Support Advisor and OpenAI Key.

Boards

One row per ConnectWise service board. Project boards are never offered.

Setting	Where	Default	Saved
The board’s switch	Left of the row	Off	At once
When automation changes a new ticket: Preview or Live	Expanded board	Preview	At once
Each automation’s checkbox	Expanded board	Unticked	At once (Split Tickets after its attachments check; Support Advisor’s first tick after its setup panel)
Create tasks: Always or Only for multiple tasks	Under Create Tasks, while ticked	Always	At once
Support Advisor’s Indexing and Read automatically	Under Support Advisor, while ticked	See Support Advisor’s settings	At once
Board Instructions, one per ticked automation	Expanded board	Empty	With its Save

Every setting can be changed while the board is off, and is kept when the board is switched off and on again, and when an automation is unticked and ticked again. A change applies from the next ticket processed.

Re-read boards from your PSA, the refresh button in the header, reads the board list again, for a board created in ConnectWise moments ago.

The footer says whether changes are saved: “Saving…”, “Still saving — you may be offline. Do not close this page.”, “Couldn’t save your last change”, the number of unsaved instruction edits, or “All changes saved”. Each expanded board shows who last changed it.

Global Instructions

Setting	Card	Default	Saved
Global Instructions for Assign Priority, Set TSI, Correct Company, Polish Summary, Split Tickets, Create Tasks and Support Advisor	Board automations	Empty	With its Save
Global Instructions for Polish Email, Polish Notes and Company Profile	Technician tools	Empty	With its Save
Technicians’ personal Polish Notes and Polish Email rules	Personal rules	—	Read-only here; each technician sets their own in MTX

The header counts the services with instructions, such as “3 of 10 configured”. Saving checks the text first (Write instructions).

OpenAI Key

Setting	Action
Add or replace the key	Verify and save
Check a stored key now	Re-verify
Remove the key	Remove, then Remove the key

The page also shows the key’s status, its last four characters, who added it and when, and Usage in the last 30 days. See Add your OpenAI key.

Support Advisor

Support Advisor’s company switch and excluded companies are on its own page: Support Advisor’s settings.

Fixed limits

Limit	Value
Wait after a ticket is entered	About 10 seconds
A ticket not reached in time is skipped after	1 hour from being entered
Tickets automated per board per hour	200; the rest wait for the next hour
Time for one ticket’s automations	180 seconds
Attempts after a failure	Up to 5
New tickets from one split	1 to 3
Tasks per ticket	1 to 10, each at most 200 characters
Summary length	ConnectWise’s 100 characters
Personal polish rules	4,000 characters
Instructions the check can read	50,000 characters