Sherlock research and live context

Sherlock is the research step of ticket analysis. For each ticket it searches similar tickets and knowledge, checks vendor advisories on the web, and writes up a recommended solution, likely root causes and similar resolved tickets. The findings appear on the Ticket Dashboard in the Sherlock Findings card. Deep Investigation runs the research again on demand, and Live Context shows what QuantumOps remembers about the client and user. Technicians use these cards while they work a ticket.

Before you start: the cards are part of the Ticket Dashboard tab in HaloPSA. What you can do depends on the badge in the Copilot panel on the same page: View only, Tier 1 · feedback or Tier 2 · verified. A Tier 3 · tools badge includes the Tier 2 abilities and adds StackJack tool execution; see Know what you can do here. Copilot suggestions and reply drafts explains the badges and how to verify your agent identity.

Read the Sherlock findings

The Sherlock Findings card appears when research found something for the ticket. A confidence figure in the card's header shows how sure Sherlock is, in green, amber or grey from high to low. The card has up to three parts.

• Recommended solution is Sherlock's proposed fix.
• Potential root causes lists the likely causes, one tile each.
• Similar resolved tickets lists closed tickets that look like this one, each with its ticket number, summary and a similarity percentage. When a close match was resolved cleanly, a resolution replay suggestion also appears in the Copilot panel.

Older tickets that were researched before Sherlock findings existed show a Research Results card instead. See The Ticket Dashboard in HaloPSA.

Act on a finding

1. To turn the recommended solution into a reply, select Promote to reply draft. QuantumOps adds a reply suggestion to the Copilot panel and says "Promoted to Suggested Actions." Open it with Draft & send reply.
2. To keep a root cause for follow-up, select promote to suggestion on its tile. QuantumOps adds a suggestion titled "Investigate root cause" that posts the cause as a private note if you approve it.
3. To tell QuantumOps whether a root cause was right, select Useful (thumbs up) or Not useful (thumbs down) on its tile. You can rate root causes only. QuantumOps answers "Thanks - finding feedback recorded."

Promoting needs Tier 2 · verified. Rating needs Tier 1 · feedback or higher. Approving and sending are covered in Copilot suggestions and reply drafts.

Run a deep investigation

Deep Investigation lets you ask Sherlock to look again, with a focus of your choice. It appears for Tier 1 · feedback and higher, even when the ticket has no findings yet.

1. Optionally type a focus in the box, for example "dig into the stale connector".
2. Select Investigate. The button reads Investigating... while it runs, and the card says "Investigation started - findings will appear here when it completes."
3. Follow the progress line. It moves through searching similar tickets and knowledge, checking vendor advisories on the web, synthesizing findings and saving them.
4. When the run finishes, the findings in Sherlock Findings refresh by themselves.

If the card says "Could not start the investigation. Verify your session, then retry.", the session of the tab has probably expired. A session lasts up to 15 minutes, so reload the tab and try again. The same message appears when your organisation has reached the limit on how many investigations can start in a few minutes. Wait a few minutes and try again. If you select Investigate again straight away on the same ticket, QuantumOps treats it as the same request. If the card says "The investigation could not be completed.", select Investigate to run it again.

When the investigation writes to HaloPSA

A deep investigation always saves its findings in QuantumOps. It adds a private note to the HaloPSA ticket, titled "Q-Ops Sherlock — Investigation", only when all of these are true:

• you are Tier 2 · verified, so the note is written by a verified agent;
• Post Sherlock research results to ticket is switched on for your organisation, and your research output profile allows a note (see Q-Director: research and documentation);
• the ticket has no research note yet, or the findings changed enough to post again (or your profile says to post again). A ticket carries one research note, shared by the research step of analysis and deep investigations.

With a tab key only, an investigation never posts to HaloPSA. See What QuantumOps writes into HaloPSA for every note QuantumOps can add.

Use live context

Live Context gathers background for the ticket from what QuantumOps has learned about the client and user. Select the refresh icon, tooltip Refresh, to rebuild it. While it loads the card reads "Synthesizing context..." and when there is nothing yet it reads "No context available yet."

• Relevant memories lists up to five facts about this client and user, best first. Each shows a category tag, the fact, the ticket it came from ("from #" and a number) and a quality score. When there are none, the card says "No memories for this client/user yet."
• Open sibling tickets lists the client's other open tickets, most recently updated first, up to eight, with a count in the heading. When there are none, the card says "No other open tickets for this client."

Facts about the client and user are in the hover cards on the Client and User badges in the Ticket Dashboard header, not in this card.

Rate a memory

Each memory has three chips, available from Tier 1 · feedback:

• Useful and Not useful change how highly the memory ranks next time. QuantumOps answers "Thanks - memory ranking updated."
• Outdated retires the memory so QuantumOps stops using it, but keeps it as history. The memory dims and QuantumOps answers "Marked outdated - the fact is expired and kept as history."

Your ratings are recorded as feedback and appear in Copilot Analytics. For how QuantumOps builds and keeps memories, see Support memory.

Related pages

• The Ticket Dashboard in HaloPSA, the screen these cards are on.
• Copilot suggestions and reply drafts, for promoted findings and for verifying your identity.
• What QuantumOps writes into HaloPSA, for the research note.
• Q-Director: research and documentation, for the setting that controls posting.
• Support memory, for where memories come from.