Board rules: what every board hides

Board rules decide which tickets the dispatch board in the browser extension never shows. They apply to your whole organisation, not to one person, and they can also stop QuantumOps from spending AI analysis on the tickets they exclude. The older in-app Dispatch Control Center does not use these rules. An Administrator or a Service Desk Manager sets them. Everyone else with dispatch access can read them.

Before you start: you need dispatch access, which the Administrator, Service Desk Manager, Dispatcher and Customer Success roles have. Only an Administrator or a Service Desk Manager can save changes. Anyone else sees the rules with a note that they are view only. Open the board from Dispatch Board in the navigation menu (see Opening the dispatch board).

Open the board rules

1. Open the dispatch board.
2. Select Rules in the toolbar. The Board configuration panel opens on the Board rules tab.

You can also select Settings and choose the Board rules tab, or select the hidden by board rules count in the footer of the board. The footer count only appears while at least one ticket is hidden.

What a rule does

A ticket that a rule excludes is left out of everything the board shows: the canvas, the queue, the badges, the ping queue and the lists, and the numbers, alerts, capacity and recommendations that are built from them. Tickets that are closed in HaloPSA are always left out. That is not a rule you can change.

At the top of the tab, a line says how many tickets are hidden and why, for example 390 Unknown client, 22 closed in Halo. The reasons it can name are Unknown client, closed in Halo, excluded clients, excluded ticket types, excluded teams, excluded categories, excluded statuses and too old. Under it, a sentence in plain words sums up the rules as you have them on screen.

A new organisation starts with these rules:

Hide the Unknown client

HaloPSA keeps a catch-all client named Unknown for tickets that have no real client. Those tickets tend to sit untouched, so QuantumOps keeps them off the board unless you say otherwise.

1. Under Unknown client, leave Hide the Unknown client everywhere ticked to keep these tickets off the board. Clear it to show them.
2. To keep seeing new Unknown tickets, tick Show tickets for Unknown only when new/incoming. It appears only while the first box is ticked.

With the second box ticked, an Unknown ticket stays visible while it counts as intake and is younger than the New for limit. Older Unknown tickets are hidden. This needs an intake definition, which you set further down the same tab.

Keep clients, ticket types, teams, categories and statuses off the board

1. Under Keep off the board, open the picker you need: Clients, Ticket types, Teams, Categories or Statuses.
2. Choose each entry to exclude. A picker that has nothing chosen says None.
3. Select Save for everyone when you have finished. The section Save for everyone or revert, further down, explains saving.

A few things to know about the pickers:

• A picker lists what the board currently knows about, plus anything you excluded earlier. An excluded client therefore stays in the list, so you can bring it back.
• A client that HaloPSA lists without an id appears as (no Halo id). It is excluded by name.
• Teams, categories and clients without an id are matched on the whole name. Capital letters and spaces at the ends do not matter.

Hide old tickets

In Hide tickets older than, type a number of days from 1 to 3650. Leave it empty for no age limit. A ticket's age counts from when it was created in HaloPSA.

Say what counts as intake

Under Intake (what counts as new / incoming), choose Intake teams and Intake ticket types. A ticket is intake when it belongs to one of those teams or has one of those types.

New for sets how long after it is created a ticket still counts as new. Enter 1 to 720 hours. The starting value is 48.

Three things use this definition: the Intake badge, the Intake only filter and the Unknown client exception above. Until you choose at least one team or ticket type, nothing counts as intake, so the exception shows no tickets. The board setup wizard can also set the intake teams and ticket types. See Board setup wizard and tour.

Skip AI processing for excluded tickets

Under AI processing, Also skip AI processing for excluded tickets is ticked at the start. With it ticked, QuantumOps does not analyse a ticket that matches an exclusion you made under Keep off the board. It runs no analysis and no AI triage for the ticket, so it uses no AI on tickets that nobody dispatches.

The age limit and the Unknown client switch only change what the boards show. They do not change what QuantumOps analyses. Clear the box to keep analysing excluded tickets. The change applies the next time QuantumOps processes a ticket. See How ticket analysis works.

Save for everyone or revert

1. Change the rules you want to change. Save for everyone and Revert stay unavailable until something differs from the saved rules.
2. Select Save for everyone. The message Saved for everyone. The board is reloading with the new rules. confirms it, and your board reloads.
3. To throw away edits you have not saved, select Revert. It returns the tab to the last saved rules. It does not restore the starting rules.

Other people's boards use the new rules the next time they load their tickets. The line at the bottom of the tab says when the rules last changed and who changed them, or Never changed — these are the defaults.

If a save fails, the message says why and always says that nothing was saved. The usual causes are a role that cannot change the rules, and storage that is briefly unavailable. In the second case, try again in a moment.

Related pages

• Team settings and attention health covers the other admin settings on the board.
• The dispatch board at a glance shows where hidden tickets would otherwise appear.
• How ticket analysis works explains what skipping AI processing saves.