Pausing and resuming AI processing

The Processing / Paused button in the header shows whether QuantumOps is analysing incoming tickets with AI, and lets an Administrator stop and restart that analysis for the whole organisation. Processing also pauses itself when an AI provider refuses requests because of a billing problem on your account.

Before you start: sign in to QuantumOps. The button appears in the header for every signed-in user, so everyone can see the state, but only an Administrator can use it to pause or resume (see Who should use the button). Pausing applies to your whole organisation, not only to you.

What the button shows

On a phone the label is hidden and the icon alone shows the state.

Only an Administrator can select the button. For everyone else it is greyed out and shows the state only; its hover text then reads "AI processing is active. Only an administrator can pause it." or "AI processing is paused. Only an administrator can resume it." The steps below are for an Administrator.

A ticket-history import has its own Pause, which stops the import and not this analysis. See Follow an import.

Pause processing

1. Select Processing in the header.
2. In the Pause Processing? dialog, read the message: "All AI ticket processing will be paused. Webhooks will still be received but tickets will not be analyzed."
3. Select Confirm. Select Cancel to leave processing running.
4. The button changes to Paused, and your organisation's primary contact receives an e-mail. See E-mails about pausing.

Resume processing

1. Select Paused in the header.
2. In the Resume Processing? dialog, read the message: "AI ticket processing will resume. All incoming tickets will be analyzed normally."
3. Select Confirm.
4. The button changes to Processing, and the primary contact receives an e-mail.

If processing paused itself, fix the cause first (see the next section). If the AI provider still refuses requests after you resume, processing pauses itself again.

Automatic pause for a billing limit

QuantumOps pauses processing without anyone pressing the button when an AI provider clearly refuses requests because of a billing problem on your account with that provider, such as a billing limit that was reached. Ordinary rate-limit errors do not pause processing.

Not every billing message pauses processing. When a provider's reply is ambiguous, or another configured provider can take the call, QuantumOps carries on without that provider instead. The pause is reserved for a clear billing refusal.

To recover:

1. Open your account with the AI provider and add funds or raise the limit.
2. Sign in to QuantumOps and check that the header button reads Paused.
3. Select Paused, then Confirm, to resume. If you are not an Administrator, ask one to do this step.

Where your provider keys and models are set is covered in AI providers and models.

What stops while paused

• Ticket analysis. HaloPSA keeps sending its notifications (new ticket, triage assist, ticket update, ticket closed and end-user e-mail) and QuantumOps keeps receiving and logging them. Each one is logged with the status Skipped and the message "Processing paused", and nothing is analysed. See How ticket analysis works.
• The scheduled retry of tickets that missed analysis. It does nothing while processing is paused.
• AI insights on the dispatch board. They are not produced while paused. The other dispatch board figures keep updating.
• Dispatch board signals that read HaloPSA when a ticket changes, such as a ticket waiting for an agent reply being cleared or a closed ticket being reopened. They wait until processing runs again.
• Describe on the dispatch board, which changes your workspace settings from a sentence. It answers "The assistant is not available for this workspace right now. Use the settings form to make your change." Use the settings form instead. See Describe your workflow.

What keeps running while paused

The pause stops the automatic analysis of incoming notifications. These keep working, and they spend AI tokens:

• Research that you request for a ticket from HaloPSA.
• A categorisation request from HaloPSA.
• Reprocess Ticket and Sanity Check on Home. See Home: the QA Pipeline.
• Process Ticket Now on a ticket's QuantumOps tab in HaloPSA. See The Ticket Dashboard in HaloPSA.
• Other AI features such as Chat with Qubit.

If processing paused itself for a billing problem, the provider that refused for that reason refuses these requests too, until you fix it. Do not rely on the pause to stop all AI spend. To follow what is being spent, use AI Usage Analytics.

Tickets that arrived while paused

QuantumOps does not replay notifications it skipped. A ticket that arrived while processing was paused is not analysed when you resume.

To get it analysed:

• A ticket that has no row on Home yet. Wait for the next update to the ticket in HaloPSA, which is analysed as normal once you have resumed. Or open the ticket's QuantumOps tab in HaloPSA and select Process Ticket Now. See The Ticket Dashboard in HaloPSA.
• A ticket that already has a row on Home and was updated while processing was paused. Its next update after you resume brings it up to date. Or select Reprocess Ticket on its row. See Home: the QA Pipeline.

Both Process Ticket Now and Reprocess Ticket spend AI tokens.

To see which notifications were skipped, open Pipeline Health. Under Recent webhook runs, skipped runs appear in the All list with the status Skipped.

E-mails about pausing

QuantumOps sends an e-mail to your organisation's primary contact each time the state changes. The subject is followed by your organisation name. Pausing a paused organisation, or resuming one that is running, sends nothing.

If a billing error from another AI provider paused processing, the e-mail you receive is the plain AI Processing Paused one, and it says an administrator paused processing. The header button still reads Paused, so check your provider accounts.

If e-mail delivery is not set up for your instance, no e-mail is sent. The button works either way. All e-mails QuantumOps sends are listed in E-mails QuantumOps sends.

Who should use the button

Every signed-in user of your organisation sees the button, whatever their role, but only Administrators can pause and resume. Pausing stops AI analysis for everyone, so agree in your team which Administrator does it, and tell the primary contact when you plan to pause so the e-mail is expected.

Related pages

• How ticket analysis works: what runs when a ticket arrives.
• Pipeline Health: see skipped, failed and timed-out runs.
• AI providers and models: provider keys and models.
• Finding your way around: the header and sidebar.