How Q-Notices are delivered

A Q-Notice is not only a note on a screen. The channels chosen on the notice, or on the auto-rule that raised it, can carry it to open QuantumOps pages, to a Slack or Microsoft Teams channel, and to an e-mail inbox. In Slack and Teams the notice arrives as a card with buttons, so people can act on it without opening QuantumOps.

Before you start: to post cards with buttons, Qubit must be switched on for the Slack or Teams channel. An administrator does that on the Channel Assistant screen; see Channel Assistant settings.

What is sent, and when

QuantumOps sends a notice out to Slack, Teams and e-mail in two cases: when the notice is issued, and when it is changed, either by someone saving an edit or by someone using Snooze 4h on a card. The card or e-mail names the event, Created or Updated. Expiring or dismissing a notice sends nothing.

You pick the channels when you issue the notice in the wizard, or when an administrator sets up the rule that raises it. See Issuing a Q-Notice and Q-Notice auto-rules.

The channels

E-mail goes to the recipients saved on the channel. The wizard and the rule editor do not ask for recipients, so a notice issued from them goes to your organisation's primary account e-mail address. An alert imported from the legacy Alert Engine keeps the recipients it had.

Read a Slack or Teams card

A card shows the notice's title and message with four facts:

• Severity
• Type
• Scope: the targets, or Tenant-wide when the notice has none.
• Event: Created or Updated.

In Slack, a line under the message shows when the notice expires. The buttons come last.

Assign to me and Open in Halo appear only on a notice that targets exactly one ticket. The other buttons appear on every card. If an administrator has turned off Include action buttons on Q-Notice cards, the card keeps only Open Q-Notice Dashboard.

When someone clicks Acknowledge, Assign to me or Snooze 4h, QuantumOps replaces the buttons with a line that says who did what, for example Acknowledged by Jane, Snoozed by Sam until 14:30 UTC or #4412 assigned to Jane. The action also goes in the notice's audit log. If the action cannot run, the buttons stay and the person who clicked sees the reason.

A notice raised by a sentiment alert rule has a different set of buttons. They are the Customer Success actions, plus Open in Halo and a link to the Customer Success Center. See Acting on alerts from Slack and Teams.

Who can click what

If you are not linked, the card answers that you must link your QuantumOps account first. See Linking your Slack or Teams account. If your account is not linked to a HaloPSA agent, Assign to me says an administrator can link it under Team Management; see Team Management.

Every click also passes your organisation's tool rules. If a rule blocks the action, the answer starts Blocked by tenant policy and gives the reason. If a rule asks for approval, the click itself counts as the approval. If the same action has already been handled, the answer is That action was already handled. See Tool Governance.

Acknowledge still works after a notice has expired. Snooze 4h and Assign to me do not; they say the notice is no longer active.

Where cards are posted

QuantumOps looks for a destination in this order:

1. The destination set on the auto-rule's Slack or Teams channel.
2. The Destination under Q-Notice cards on the Channel Assistant screen. Notices issued by hand use this one.

For Slack, the destination is a channel ID, and Qubit must be a member of that channel. For Teams, it is a conversation ID, and Qubit must have been mentioned in that conversation once so that QuantumOps can post there.

When there is no card

QuantumOps posts a plain message through the incoming webhook instead when there is no destination, when Qubit is switched off for the channel, or when the card cannot be posted. The message carries the title, message, type, severity, scope and expiry, and, for a notice about one ticket, a link to open the ticket in HaloPSA. Its only button is that link; nothing on the message talks back to QuantumOps, so you cannot acknowledge, assign or snooze from it. You set the webhook on the Messaging tab; see Q-Director: Slack, Teams and agent mapping.

A sentiment alert card does not fall back to a second webhook message, because the sentiment alert itself has already posted one.

If a channel does not accept the notice, an administrator can see it in the audit log as a failed delivery; see Q-Notice categories, templates and audit log.

Choose a staff-only channel

Anyone in the channel can acknowledge a notice, and linked people can snooze it or assign its ticket. Post cards to a private channel that only your staff can read. Do not use a channel that customers or outside guests share.

Related

• Q-Notices: types, severity and where notices appear.
• Q-Notice auto-rules: the rules that pick the channels and destinations.
• Channel Assistant settings: where the card destination and the action buttons are set.
• Summary, client and Q-Notice commands: working with notices from chat.