Availability states
The Availability board beside the chips is the same board as MTX’s Availability tab: a live view of the tickets your team holds In Progress, for how long, and where each member is working. A member’s state is set automatically from their activity in ConnectWise and MTX, and by hand for the times they are away. Click a ticket on the board for its details.
States set from activity
Section titled “States set from activity”“In Progress” means a ticket status whose SLA escalation status is We have created a Resolution Plan.
| State | Means |
|---|---|
| In Progress | The member has a ticket In Progress. The board shows each ticket, its time today and in total. |
| Waiting… | The member took a ticket out of In Progress less than 5 minutes ago; the board waits to see whether they start another. |
| Inactive | The member took a ticket out of In Progress 5 to 15 minutes ago and has not started another. |
| Available | More than 15 minutes since the member’s last ticket, within working hours. A member sees themselves as M.I.A. (missing in action). |
| Not In Yet | The member has not put a ticket In Progress today. |
| Off-Hours | No ticket In Progress, and it is outside the member’s working hours, which come from their working calendar in ConnectWise. |
States set by hand
Section titled “States set by hand”A member sets these from the menu on their row, for themselves, or for others if your company allows it:
| State | Means |
|---|---|
| AFK | Away from keyboard, typically for 15 minutes or less. |
| Lunch | At lunch. |
| PTO | Personal time off, such as sick or vacation. |
| Off | Off for a reason other than PTO, such as the office closing early or comp time. |
| Other | Any other unavailable status. |
The choices offered for PTO, Off and Other come from your In/Out Types in ConnectWise (System, Setup Tables, In/Out Types); add a type there to add an unavailable status. Members can also set Lunch and AFK from Microsoft Teams with Nilear Live.
If you use ConnectWise’s In/Out Board, an administrator can turn on a two-way sync between it and the Availability board, under Nilear’s Settings, In/Out Board, so that a status set in either is set in both. To sync AFK, also add AFK to your In/Out Types. ConnectWise routes notifications for a member marked Out to the member in their Reports To field, so turn the sync on only if you already use the In/Out Board.
Status groups and colors
Section titled “Status groups and colors”The board groups states by color, and the chips’ status dots use the same colors. The summary above the board counts the members in each group:
| Group | Members |
|---|---|
| Working | On a ticket or project work (lighter while the ticket is under 20 minutes old) |
| Waiting | Finished a ticket in the last 5 minutes |
| Inactive | Finished a ticket 5 to 15 minutes ago |
| Missing | No ticket for over 15 minutes during working hours |
| On-site / Travel | On-site at a client, or travelling to or from one |
| Away | Unavailable: lunch, away from keyboard and similar (lighter when back today) |
| Off | Off or on PTO |
| Other | No recent ticket activity, or outside working hours |
Where members are working
Section titled “Where members are working”Each row shows the member’s work location: in the office, from home, on the road (on-site), remote, or another named place. A member sets it from their row’s menu, and MTX asks for it at the start of each day.
Missed schedules and paused tickets
Section titled “Missed schedules and paused tickets”On the live board, a member’s row also lists schedule entries they have missed today (not marked done, and their ticket neither In Progress nor resolved) and, for members who use MTX’s Process Still Running (PSR), their PSR tickets. A board for a past moment does not show these.