The Memory Graph screen

The Memory Graph screen is the Administrators' view of support memory. Use it to ask support memory a question and read the facts it finds, to open everything held about one client or person, to step through that subject's history, and to remove a person or client permanently when they ask to be forgotten.

Before you start: you need the Administrator role. Support memory is available when enabled for your organisation. Until then the line under the heading reports that the graph is not configured or that support memory is off, and Search stays disabled while the graph is not configured.

Open Memory Graph in the System section of the sidebar. The screen's heading is Memory Graph Explorer. Other places use the same words for support memory itself: the Memory Graph card on the Client and User dashboards and the Memory graph section in the browser extension. All of them show support memory. Ratings, forgets and purges are recorded under your sign-in.

Ask support memory a question

1. Type a question in the box at the top, such as how does Contoso's VPN authenticate.
2. To focus the search, fill in any of these:
   • Client Halo id: the client's id number in HaloPSA.
   • User Halo id: the person's id number in HaloPSA.
   • As of (yyyy-mm-dd): only facts that were true on that date.
3. Select Search, or press Enter. If the box is empty the screen asks you to type a question first.

The Hits column lists up to 15 facts, best match first. Each hit shows:

• the fact itself, with its type, its confidence between 0 and 1 and a relevance score;
• buttons for the subjects the fact is about, such as a client or a user;
• the tickets the fact came from, the source, and the period in which it was valid, from the date it became true to the date it stopped being true, or to now;
• a row of buttons at the right.

When nothing matches, the screen says so and suggests a scope or a broader question.

Rate, forget or inspect a hit

The buttons on a hit are icons. Hold the pointer over one to read its tooltip.

• Useful (thumbs up) raises the fact's confidence.
• Not useful (thumbs down) lowers it.
• Outdated (history icon) lowers it and retires the fact. The fact is kept as history.
• The eraser button, tooltip Forget (soft expire, audited), retires the fact so it is no longer used. Select it twice: the first click asks you to click again to confirm. The fact stays as history, and the hit is dimmed.
• The arrow button, tooltip Provenance, opens the details of the hit: when the fact was recorded, how the search found it, a quote from the ticket where there is one, and the tickets it was derived from.

After a rating the screen shows the confidence before and after and, for Outdated, adds that the fact is now expired. After a forget it shows the time the fact was retired and that it is kept as history.

Forgetting a fact does not delete it. To erase a person or client, use the purge described below.

Open an entity card

Select a subject button on a hit. The Entity column then shows a card for that client, user, site, asset, agent or category:

• the number of active facts and of retired ones;
• the active facts grouped by type, up to eight per type, each with its confidence and the first ticket it came from;
• Recent tickets, each with its number, category, date opened, whether it is open or closed, and its summary;
• Resolutions, each as problem and outcome, with the number of steps, how many times it worked and failed, and when it was last used;
• buttons for related entities, such as the client of a user. Select one to open its card.

A subject that QuantumOps could not match to a HaloPSA record has no id, and the screen says so instead of opening a card.

Read an entity's timeline

Opening a card also loads the Timeline for that subject, grouped by month with the newest first.

1. To limit it, enter a start and an end date as yyyy-mm-dd in the two boxes, then select Apply.
2. To hide a kind of event, select its button. Select it again to show it. The kinds are fact valid from, fact recorded, fact valid to, fact expired, ticket opened and ticket closed. Only the kinds present in the range get a button.

Each line shows the date, the kind of event and what happened. Use the timeline to see when a fact became true, when it was recorded, when it stopped being true or was retired, and when the subject's tickets opened and closed.

Remove a person or client permanently

Use the purge when a person or a customer asks to be forgotten. It deletes their entries from support memory for good.

1. Select GDPR purge… at the top right. The button changes to Hide purge panel while the panel is open.
2. Choose user or client in the list.
3. Enter the Halo id of the person or client, as it appears in HaloPSA.
4. Type the confirmation text into the next box. It has the form kind, a colon and the id, for example user:7 or client:42. Once you have entered the id, the panel shows the exact text to type.
5. Select Purge permanently. The button is disabled until the confirmation matches.

The screen then reports how many entries and links it deleted and how many facts it retired first.

What the purge removes:

• For a person: the person's entry, the tickets they raised, the facts and resolutions drawn from those tickets, the facts about them, identity verifications of them and the feedback given on those facts.
• For a client: the client's entry and everything above for its users, plus its sites, assets, documentation entries and tickets.
• Entries that carry the person's or client's name but could not be matched to a HaloPSA record, and the facts about them.

Before you use it, know that:

• It cannot be undone, and it is recorded in the audit trail.
• It removes support memory's copy only. HaloPSA and QuantumOps's own records of the person or client are not touched. While the person or client still exists there, their entry can return to support memory: the next time QuantumOps refreshes its list of HaloPSA users, when tickets about them are processed, or when TechPulse rebuilds support memory. To erase someone from QuantumOps entirely, also contact TechPulse.
• Running it again for a subject that was already purged reports that nothing was found.

Related pages

• Support memory: what support memory is and where it shows up.
• What Qubit can use: tools and sources: how Qubit uses support memory.
• Roles and access: who can open which screens.