Importing your ticket history

A new QuantumOps instance starts with no knowledge of your clients. Importing your ticket history gives it a head start: it learns your clients' environments and recurring issues, and it can recommend solutions that fit each client, instead of waiting weeks or months to learn from new tickets only. This screen imports those tickets from HaloPSA, and it can also import your HaloPSA agents.

Before you start: only an Administrator can open the import screen. Your HaloPSA connection and your AI provider settings must already work. The import uses AI for every ticket, so it has a cost, and everyone who is signed in can see it running. Tell your team before you start.

Open the import screen

The setup wizard opens this screen when you tick Import Historical Tickets on its Import & Finalize step and then select Complete Setup & Launch on the step itself. The Complete Setup button at the bottom of the wizard also finishes setup, but it opens Home and not the import. No menu links to the import screen afterwards. To import later, enter /InitialDataImport in the browser's address bar.

The first thing you see is a notice, Initial System Training: Why It Matters. It explains why the import is worth doing and gives its advice:

• Import Incidents and Service Requests, your most useful ticket types.
• Leave out alert tickets (unless they are actionable alerts), tickets for catch-all or unknown clients, tickets from former clients, and test or junk tickets.
• Start with three to six months of good data. More data helps, but it costs more and takes longer.

Select I Understand, Let's Begin Training to continue. The notice appears every time you open the screen.

Import tickets

1. Under Import Mode, choose Import Tickets.
2. In Step 1: Select Filters, narrow the tickets you want, using the filters in the table below.
3. In Step 2: Select Historical Data Range, set how far back to go. Choose days, months or years, then move the slider: up to 365 days, 36 months or 10 years. It starts at three months. Date Range shows the dates and Estimated Tickets shows how many tickets match.
4. In Step 3: Review Cost Estimation, read Estimated AI Cost, Processing Time and Token Usage. They assume about 10,000 tokens and about 30 seconds per ticket, at average prices, so the real cost and time vary with the length and complexity of your tickets. Treat them as a guide, not a quote. Select Refresh Estimate after you change a filter.
5. Optionally enter an amount in Cost Cap (Optional). It is saved with the import and shown in the confirmation. To keep spending where you want it, watch the running cost and use Pause or Stop, described below.
6. Select the import button, which shows the number of tickets. The button is unavailable while the estimate is loading or Estimated Tickets is 0. Confirm Data Import lists the tickets, estimated cost, processing time, date range and cost cap. It warns that the import cannot be undone and runs in the background. Select Confirm Import.
7. A log window, Importing Ticket Data, follows the setup. When it finishes, Import Job Created offers Close and View Import Status.

The filters in step 1:

A few things to know before you confirm:

• Estimated Tickets counts every matching ticket, but one import takes at most the newest 10,000. To choose which tickets those are, narrow the filters.
• Each imported ticket goes through the same analysis as a new ticket, and the rules for Q-Notices and alerts are evaluated for it. Only the automatic running of Agent Runners is held back.
• If you use your own AI provider keys, the provider's rate limits can slow the import. A ticket that hits a limit is tried again later, and a ticket that fails is tried again a few times before it counts as failed.
• You can close the page. The import keeps running.

Import agents

The usual place to import agents is the Import tab of Team Management; see Import agents from HaloPSA. This screen offers the same import. Only the steps that differ are given here.

1. Under Import Mode, choose Import Agents.
2. Under Import Agent Data, select Import All Agents. This imports every agent from HaloPSA.
3. The Importing Agent Data window logs each agent and ends with three counts: Successfully Imported, Failed and Skipped (No ID). HaloPSA agents that come back without an id are skipped; that is not a failure.
4. Select Close when you have read the result.

To invite the people you imported, see Importing agents and organisation settings.

Follow an import

While an import runs, a bar appears under the header on every screen, for every signed-in user. It shows Importing historical data, how many tickets are done and how many have failed, the cost so far, the percentage complete and the estimated time remaining. The bar disappears a few seconds after the import finishes.

Import Job Status shows Status, Progress, Cost against the estimate, Duration, and the counts of processed, failed and remaining tickets, with Input Tokens and Output Tokens. Under Real-time Logs it lists what happened to each ticket; Refresh Logs reloads it. Pause Import, Resume Import and Cancel Import do the same as the bar's buttons and, like them, are shown to Administrators only. Cancel Import also acts at once, with no confirmation. Back to Import returns to the import screen, which only an Administrator can open.

Two points about these screens:

• The cost and token figures are calculated from a fixed amount per ticket, not read from your AI provider. They will not match your provider's invoice exactly. See AI Usage Analytics for usage reporting.
• The bar and Import Job Status are open to every signed-in user, so everyone can follow the progress. Only Administrators can pause, resume, stop or cancel the import; other users see the progress and the Details button but no controls.

The Processing or Paused button in the header is a different control. It manages the AI analysis of incoming tickets, not the import. See Pausing and resuming AI processing.

Related pages

• The setup wizard: the last step opens this screen.
• AI Usage Analytics: AI usage across QuantumOps.
• Pausing and resuming AI processing: the header button for incoming tickets.
• Importing agents and organisation settings: inviting the agents you imported.