Issuing a Q-Notice

You can issue a Q-Notice in two ways. The full wizard asks for everything a notice can carry. The quick panel opens on the record you are looking at and asks for the few things you usually need.

Before you start: the Q-Notice Engine module must be on for your organisation. To open the wizard from the Q-Notice Hub you need one of the roles listed in Q-Notices. The quick panel is open to anyone who can use the page it appears on.

Issue a notice with the full wizard

The wizard has five steps, shown across the top: Type, Scope, Content, Delivery and Expiry. You can select a step you have already finished to go back to it.

1. Open the Q-Notice Hub and select Create Notice. You can also start it from the quick panel with Advanced - full wizard, which carries the record you were on into the wizard as the first target.
2. On the Type step, choose a notice type: Beacon, Intel, Directive, Sentinel or Signal. Each card says what it is for. Q-Notices explains the types, including the words the dispatch board shows for them (Heads-up, Background, Do this, Watch for and Status).
3. Choose a severity: Info, Advisory, Warning, Alert or Critical. It starts at Info.
4. If your administrator has set up categories for the type you chose, you can pick one under Category. Choosing a category fills in its default severity and expiry. If your organisation has no categories, the step says No categories configured for this tenant. Select Next.
5. On the Scope step, add at least one target. Choose a scope type (Ticket, Client, User, Agent, Organization, System or Custom), type the Entity ID, optionally type a Display Name, and select Add. Repeat to add more targets. You can remove a target with its small cross. Next stays disabled until there is a target.
6. On the Content step, give the notice a Title (up to 200 characters) and a Message (up to 4000 characters). Both are required.
7. Optionally, load a template with Load Template, add Custom AI Instructions, or improve the message with AI Refine. See "Fill in the content" below.
8. On the Delivery step, decide whether to include the notice in AI processing and which channels should carry it. See "Choose delivery" below.
9. On the Expiry step, decide when the notice ends. See "Choose the expiry" below. The Notice Summary at the bottom repeats your choices.
10. Select Issue Q-Notice. The wizard closes and the notice appears on the Notices tab. Use Back to return to an earlier step, or Cancel to leave without issuing anything.

Choose the targets

The Entity ID is the HaloPSA number of the record: the ticket number for a Ticket target, and the client, user or agent number for the others. The easiest way to get it right is to start from the record: the quick panel's Advanced - full wizard fills in the first target for you.

A notice with an Organization or System target applies to every record and appears on every indicator. The wizard still asks for an Entity ID for these; enter a short identifier of your choice.

Fill in the content

• Load Template appears when your organisation has templates. The wizard offers up to eight templates, in name order. Selecting one fills in its type, severity, message, AI instructions and expiry, and sets whether the notice is included in AI processing. You can change anything afterwards.
• Custom AI Instructions (optional, up to 4000 characters) tell the AI how to use the notice. They matter only when the notice is included in AI processing.
• AI Refine rewrites your message for clarity and tone and keeps its facts. It needs a message first. If the AI is not available, your text stays as it was.

Choose delivery

• Include in LLM Processing passes the notice to AI ticket analysis for the tickets in scope. The screen says LLM, short for large language model: the AI that analyses tickets. When it is on, Inherit category instructions appears and is on by default. It adds the category's AI instructions to the notice's own.
• Delivery Channels lets you tick Real-time Dashboard, Slack, Microsoft Teams and Email. Every notice appears live in QuantumOps and in the browser extension whatever you tick. Slack, Teams and e-mail send the notice out of QuantumOps. How Q-Notices are delivered explains each channel and what the people who receive it can do.

Choose the expiry

A notice that never ends turns into noise, and while it is active and included in AI processing it keeps shaping analysis. Choose how it ends:

• Permanent Notice keeps it until someone expires it. It hides the other rules.
• Time-Based Expiry is ticked when the wizard opens and ends the notice after a number of minutes. It starts at 480 minutes (8 hours), and the wizard shows the length beside the box. A notice issued without touching this step therefore ends after eight hours.
• Event-Based Expiry ends it when a chosen event happens for the ticket it targets. Choose New Ticket Created, Ticket Updated, Ticket Closed or Triage Complete. It works on notices that target a ticket.
• Condition-Based Expiry ends it when a condition becomes true for the record. Choose a Source: the list names the ticket, client and user data sets, in that order. Type the Field, choose an Operator (Equals, Not Equals, Contains or Starts With) and type the Value. A condition is used only when both the field and the value are filled in.

You can combine the three rules; the notice ends when the first one is met. If you turn all of them off, the notice has no expiry date and stays until someone expires it, and the summary reads Not configured.

Issue a notice from a record

The quick panel appears where you are already working. It opens with the record's name in its header, so the notice is attached to it.

• Ticket and triage dashboards: select Q-Notices.
• Client, User and Agent dashboards, Call Taking and the ticket list on Home: select the small plus button beside the bell, or open the bell and select Issue Q-Notice.
• Customer Success Center: select Q-Notice on an alert card. The notice is attached to the alert's ticket, and the alert's history records that you issued it.
• Dispatch board (browser extension): in the Q-Notices panel of Intel, select New Q-Notice to post a notice for the whole organisation. To post one for a record, right-click a ticket or an agent (see The ticket cockpit and assigning work), select the megaphone in an agent's lens (see Queue, tracked tickets, lists and agents), or select Post a notice on a ping's focus card (see Needs you: pings and the focus card). See Intel: alerts, capacity and AI insights.
• Legacy Dispatch Control Center: select + New in the Q-Notices section. This panel is not tied to a record, so the notice has no target. To choose targets, select Advanced - full wizard. See The legacy Dispatch Control Center.

The quick panel in the web app asks for:

1. Notice Type and Severity.
2. Message (required, up to 4000 characters). QuantumOps writes the title for you from the type and the record's name.
3. Include in LLM, to pass the notice to AI processing.
4. Broadcast, to send the notice to the real-time dashboard, Slack and Microsoft Teams at once. It does not send e-mail.
5. Expires in a number of hours (it starts at 8), or tick Permanent.

Select Issue Q-Notice. The panel closes and the notice is issued. It has no category, template, custom instructions or e-mail option; select Advanced - full wizard when you need those.

Write a notice that helps

• Lead with what to do. Put the instruction in the first sentence and the reason after it, so a technician who reads only the first line still acts correctly.
• Name what and who. Use a title that says what the notice is about, such as the client, the system and the dates.
• Aim it narrowly. Target the ticket, then the client or user, and use Organization only for things that apply to everyone.
• Leave out secrets. Everyone who can see the record, and everyone in the channels you pick, can read the message. Do not put passwords or other secrets in it.
• Include it in AI processing only when analysis should change. When you do, use Custom AI Instructions to say what the AI should do differently, in one or two concrete sentences.
• Always set an end. Use a time, or Ticket Closed for a notice about one ticket.

Choose the severity by the response you want:

Related

• Q-Notices: types, the Hub and where notices appear.
• How Q-Notices are delivered: what Slack, Teams and e-mail recipients receive.
• Client, User and Agent tabs: issuing a notice from the browser extension.
• Summary, client and Q-Notice commands: working with notices from Slack and Teams.