Troubleshooting

A new ticket has no Ticket Automation note

Check these in order. An administrator fixes the first four in Nilear’s Ticket Automation area.

1. Does the OpenAI key work? The Boards page says No board’s automations will run until a working OpenAI key is added. when it does not. Tickets that arrived while the key was missing or failing are not automated later. Fix the key
2. Is the ticket’s board switched on? Its row should read Preview or Live, not Off. How
3. Is at least one automation ticked on it? “0 automations” means nothing runs. Support Advisor alone writes no note. How
4. Was the board on when the ticket was entered? Only tickets entered after the board was switched on are automated, with the automations ticked at that moment. Why
5. Was the ticket new on that board? A ticket moved onto the board from another board, or created on another board and edited later, is not automated. Why
6. Is it only a few seconds old? Tickets are processed about ten seconds after they are entered, and wait their turn when many arrive together, or when the board has reached 200 tickets in the hour. MTX’s AI column reads Automating meanwhile. Read the AI column
7. Would anything change? A ticket that already has a good summary, a full Type, SubType and Item, a fitting priority and a real company gets no note: nothing is written when nothing is proposed. Each automation’s page says when it does nothing. Automations
8. Did it fail? MTX’s AI column reads Automation failed when it could not finish after several attempts. Work the ticket as usual.

A ticket not reached within an hour of being entered, for example after an outage, is skipped and gets no note.

An automation did not change a field

• The board is in Preview. Preview changes nothing: the note lists the change as a suggestion, under Nilear AI suggests these changes. Choose Preview or Live
• Someone changed it first. In Live, a field a technician changed after the ticket arrived is left alone, and the note says it “had been changed since the ticket arrived, so it was left as it was.”
• It had a value already. Set TSI fills only missing levels; Polish Summary keeps any summary naming a system, symptom or request; Assign Priority never lowers a priority someone chose unless your instructions decide it. Set TSI, Polish Summary, Assign Priority
• Correct Company did not apply. It looks only at tickets on your catch-all company, your own company or a company your instructions name, and changes them only when exactly one existing contact matches. If ConnectWise refused the change, the note says so. Correct Company
• The automation was unticked before the ticket was processed, or ticked after the ticket arrived.
• The value it needed does not exist. Set TSI chooses only combinations set up for the board; Assign Priority needs a default priority in ConnectWise.
• The decision was wrong for your company. Add instructions for that automation. Write instructions

A split did not happen

• Split Tickets is not ticked. If ticking it showed Split Tickets cannot be switched on yet, your ConnectWise API member’s security role needs Manage Attachments at Add Level: All under Companies. Grant it in ConnectWise, then click Check again. Split Tickets
• A screenshot belongs to the issue that would move, and the API member may not add attachments. The split is left for a technician.
• The issues are one problem. Several symptoms of one fault, cases of one request, or parts with one root cause stay on one ticket, and a doubtful case does not split. They become tasks if Create Tasks is ticked.
• More than three new tickets would be needed. The split is left for a technician.
• The ticket was itself created by a split.
• The board is in Preview. The note describes “proposed ticket 1” and nothing is created.

A technician can still split the ticket with MTX’s Split button, which proposes a split for them to review.

Automation is paused for the OpenAI key

The OpenAI Key page says Ticket automation and Support Advisor are paused., the Boards page warns that no board’s automations will run, and every administrator received an email when the key started failing.

1. Open OpenAI Key and read the reason under Status.
2. Fix it in your OpenAI account:
   • invalid key: the key was revoked or deleted. Create a new one and paste it in Replace the key.
   • out of credit, or a hard spending limit reached: add credit or raise the limit. Turn on auto-recharge so it does not happen again.
   • a model is not allowed: in the key’s OpenAI project, allow all models.
3. Click Re-verify. Nilear also re-checks a failing key every hour, so topping up is enough on its own.

Automation restarts within a minute of the key working. Tickets entered while it was paused are not automated. Technicians’ Polish and Split buttons kept working on Nilear’s key throughout. Your OpenAI key

The Boards page shows “Editing is unavailable”

The settings could not be read live, so every control is disabled. Click Retry. Nothing is lost.

A board is missing from the Boards page

Click Re-read boards from your PSA: a board created moments ago appears. Project boards are never listed. A board your ConnectWise no longer returns appears under Not offered for automation.

Every message the pages show, with its fix, is in Messages.