Guided work and HaloPSA colour sync

Guided work ranks the open tickets of every technician so that one of them is always the ticket to work next. Colour sync paints that ranking onto the tickets in HaloPSA, so a technician sees what to do from their ticket list. Technicians use the colours every day. An Administrator or a person with the Q-Director Configuration role switches the features on and tunes them.

Before you start: guided work and colour sync are off until an administrator switches them on, so you see no colours in HaloPSA before then. Technicians need nothing beyond HaloPSA. Administrators need the Administrator role or the Q-Director Configuration role. The Dispatch Workflow Settings screen needs the Administrator role.

How QuantumOps ranks a technician's tickets

QuantumOps looks at the open tickets assigned to each technician. A ticket is actionable when all of these are true:

• Its status is not one that your organisation lists as waiting.
• It has no appointment that starts more than an hour from now.

QuantumOps gives every actionable ticket a work score and ranks the tickets from the highest score down. The score is a weighted average of six factors.

A higher weight makes that factor count for more in the ranking.

What the colours mean in HaloPSA

With colour sync on, HaloPSA shows each ranked ticket's colour on its row.

Each technician has one red ticket. QuantumOps ranks and colours only the tickets that are assigned to a technician.

Work from the colours every day

1. Open your ticket list in HaloPSA. Each of your tickets carries a colour.
2. Work the red ticket first. It is the one QuantumOps ranks highest for you.
3. Treat the yellow tickets as your shortlist for what comes after.
4. Leave green tickets alone. They return to the ranking when their status changes or their appointment is within the hour.
5. When you finish the red ticket, or change its status to one that waits, QuantumOps recolours your tickets at its next refresh and a new ticket turns red. A change can take a few minutes to show.
6. If you have to work a different ticket first, go ahead. The Ticket Dashboard asks you for a reason, and for a short note when the reason needs one, and records it for review.

My Guided Queue and the red-ticket banner

On a ticket's Ticket Dashboard in HaloPSA, My Guided Queue lists up to ten of your tickets in ranked order. Each row shows the rank, the ticket number, the colour and the score. A ticket you cannot act on yet shows WAIT in place of a rank.

If you open a ticket that is not your red ticket, a banner reads This is not the current red ticket. and names the ticket you should take. Choose a reason under it. A reason your organisation marks as needing a note, such as Other, asks you for a short note before it is recorded. QuantumOps records a work order override for a manager to review. See The Ticket Dashboard in HaloPSA and Override and feedback review.

Turn on guided work and colour sync

1. Open Q-Director Settings (Q-Director Config in the sidebar) and choose the Dispatch & Scheduling tab.
2. In the Guided Work section, switch on Enable Guided Work to Zero.
3. Switch on Enable Halo Colour Sync. Either switch builds the ranking. Colour sync also writes it into HaloPSA.
4. Choose a Colour palette, and check the settings below.
5. Select Save Changes.

The Dispatch Workflow Settings screen has the same switches, called Enable guided work to zero and Enable Halo colour sync, plus Yellow Queue Size, Refresh Interval Minutes and the three weights. It has no palette choice. See Dispatch workflow and scheduling settings.

QuantumOps looks for queues to refresh about every five minutes, so a shorter Refresh Interval Minutes does not make colours update faster than that. In Q-Director Settings, Use recommended values in the Guided Work section fills Yellow Queue Size and Refresh Interval Minutes with the recommended figures. Nothing is saved until you select Save Changes.

Under the switches, the tab shows What the colours mean in Halo, a legend in the palette you have chosen.

Choose a palette

The Colour palette list offers two sets:

• Muted (recommended) is softer and stays readable in HaloPSA's light and dark modes.
• Vivid (original) is the original bright set. It is hard to read in HaloPSA's dark mode.

Pick the one your technicians can read in the mode they use. A new palette recolours tickets at the next queue refresh. It is saved with Save Changes.

Choose which statuses count as waiting

By default, no status counts as waiting, so only an appointment more than an hour away turns a ticket green. To make a status wait, add its HaloPSA status id to the Actionability Rules card, as a list. Open it from the Advanced tab of Q-Director Settings, or from Advanced JSON Configuration on the Dispatch Workflow Settings screen.

{
  "NonActionableStatusIds": [ 4, 7 ]
}

Tickets in those statuses turn green and leave the ranking. The ids above are made up. Use the ids from your own HaloPSA statuses. The card is described in Dispatch workflow and scheduling settings.

Switch colour sync off

Clear Enable Halo Colour Sync and select Save Changes. QuantumOps stops changing colours. Colours it already set stay in HaloPSA. If Enable Guided Work to Zero stays on, the queues and My Guided Queue carry on without colours.

Related pages

• Dispatch workflow and scheduling settings holds the other dispatch settings and the JSON cards.
• The Ticket Dashboard in HaloPSA shows My Guided Queue and the red-ticket banner.
• What QuantumOps writes into HaloPSA lists the colours among everything QuantumOps writes there.