Q-Notice auto-rules

An auto-rule issues Q-Notices for you. It waits for an event, a schedule or both, checks the conditions you set, and then creates a notice with the type, severity, targets, message and delivery you chose. Use a rule for a notice you would otherwise write by hand every time.

Before you start: you need the Administrator or Q-Notice Admin role, and the Q-Notice Engine module must be on for your organisation. Rules live on the Auto-Rules tab of the Q-Notice Hub. People without the Q-Notice Admin role see a message that says they need it.

How a rule works

A rule fires when one of its events happens, or when its schedule comes due. It then looks at the record the event is about. A rule with conditions creates a notice only when the record passes them; a rule without conditions creates one every time. If suppression is on, the rule then skips any record that already has a recent notice from it. See "Stop repeat notices" below.

A scheduled check looks at the tickets, clients or users that were updated in the last hour.

A rule can create a notice, send a message straight to Slack or Teams, or do both. Notices from a rule show the rule as their author, and the audit log shows System as the person who created them.

Create a rule

1. Open the Q-Notice Hub and select the Auto-Rules tab.
2. Select Create Rule (or Create First Rule when there are none). The Create Auto-Rule window opens.
3. Type a Name. It is required and can be up to 200 characters. The name becomes the title of every notice the rule creates.
4. Choose a Trigger Type: Event, Schedule or Both (Event + Schedule).
5. Choose Condition Logic: AND (all conditions must match) or OR (any one must match).
6. Leave Enabled ticked to start the rule as soon as you save it.
7. For a schedule, type the Check Interval (minutes). For events, tick the ones you want under Events that trigger this rule.
8. Add conditions, set what the rule creates, and choose its delivery, as described below.
9. Select Create Rule.

Events

Conditions

Conditions decide which records the rule reacts to. A rule with none matches on the event alone; the editor says so. Each condition compares one field of the ticket, client or user data. Select Add Condition, then set:

• Source: whether the condition reads ticket, client or user data. The list names the three data sets in that order.
• Field Name: the field to test, typed exactly as the data names it.
• Field Type: String, Int32, Double, DateTime or Boolean. Choose the type that matches the field.
• Operator: Equals, Not Equals, Contains, Not Contains, Greater Than, Less Than, Greater or Equal, Less or Equal, Starts With or Ends With.
• Value: what to compare the field with.
• Group ID and Logic (within group): conditions with the same group ID form a group. Set the same logic on every condition in a group. It decides whether all of them (AND) or any one (OR) must match. Condition Logic at the top then combines the groups. Leave the group ID at 0 for a simple rule.

A condition without a Field Name is dropped when you save, so a rule whose only condition has no Field Name matches on the event alone. Hints under the list show how to limit a sentiment rule to one severity or to one client.

What the rule creates

Under Output Configuration:

• Output Mode: Create Notice issues a Q-Notice. Direct Dispatch sends a message straight to Slack or Teams and issues no notice, so it needs a Slack or Teams channel ticked. Notice + Dispatch does both.
• Notice Type and Severity: if you leave either at its empty choice, the notice is a Q-Beacon with Info severity.
• Scope Type: the rule fills in the target from the record that matched. Use Ticket or Client with ticket data, Client with client data and User with user data. Any other combination gives the notice no target, so it does not show on record indicators or reach AI analysis.
• Expiration (minutes): how long the notice lasts. Leave it empty and the notice is permanent.
• Output Message Template: the message. If you leave it empty, the message is the rule's name. Write {{PropertyName}} placeholders, named after a field of the matched record, to insert its value; a placeholder that matches no field stays as typed. Placeholders are filled from the record that matched a condition, so a rule with no conditions sends the template as typed.
• Custom LLM Instructions and Include in LLM Processing: what to tell the AI and whether to pass the notice to AI analysis. See Q-Notices.

Delivery

Under Delivery Channels, tick where the notice goes: SignalR (the real-time dashboard), Slack, Teams or Email. A destination box appears under Slack and under Teams, except in Direct Dispatch mode (see below). Type the Slack channel ID or the Teams conversation ID there. Leave it empty to use the Destination that an administrator set under Q-Notice cards on the Channel Assistant screen (see Channel Assistant settings). The editor has no box for e-mail recipients: see How Q-Notices are delivered, which also explains the cards and who can click their buttons.

In Direct Dispatch mode the list offers only Slack and Teams, and no destination box appears. A Direct Dispatch message goes through the incoming webhook on the Messaging tab as a plain message; it has no buttons (see Q-Director: Slack, Teams and agent mapping). For a card with buttons, use Create Notice or Notice + Dispatch.

Stop repeat notices

Tick Enable Suppression and set the Suppression Window (minutes). It starts at 60 when you leave it empty. While a notice from this rule is still active and was created inside the window, the rule creates no other. If the rule has a scope type, it looks only at the same record, so a notice about one ticket does not hold back a notice about another. Suppression applies to rules that create notices; a Direct Dispatch rule sends every match.

Manage your rules

The list shows each rule with its state (Enabled or Disabled), trigger type, output mode, notice type, number of conditions, suppression window and check interval, and when it last ran. The tiles above it count the rules in total, the rules that are enabled, and the rules by trigger.

• Disable pauses a rule and Enable starts it again.
• Edit opens Edit Auto-Rule. Select Save Changes when you finish.
• Delete deletes the rule without asking you to confirm. A rule that has already created notices cannot be deleted: the list does not change when you select Delete. To stop a rule without losing it, or to stop one that cannot be deleted, use Disable.

The editor has no batching option. A rule imported from the legacy Alert Engine that collected alerts into one digest keeps doing so until you save changes to it; saving turns that off.

Import rules from the legacy Alert Engine

Select Import from legacy Alert Engine to move your alerts into rules. It copies each alert's trigger, conditions, channels and suppression, creates a rule with the alert's name, and switches the original alert off so nothing fires twice. You can run it again safely: alerts already moved are skipped. Alert Engine (legacy) explains what to check afterwards.

An imported rule creates a Q-Sentinel notice with Warning severity and a message made of the alert's name followed by triggered. Its target follows the data the conditions read: ticket, client or user. It has no expiry and is not passed to AI analysis. Edit the rule to change any of that.

Add a Customer Success card for sentiment alerts

Without a rule on Sentiment / tonality alert raised, a sentiment or tonality alert posts only to the incoming webhook on the Messaging tab, as a message with links (see Q-Director: Slack, Teams and agent mapping). A rule on that event adds a card with buttons, in the channel you choose.

1. Select New from template: Sentiment alert card. A form opens with the rule filled in.
2. Review it. The template listens for the sentiment event, matches tickets that are alerting, creates a Q-Sentinel notice for the ticket that lasts 72 hours, suppresses repeats for 240 minutes, and posts to Slack and Teams with Customer Success card ticked.
3. Set the destinations, or leave them empty to use the Channel Assistant destination.
4. Select Create Rule.

The notice reads like the alert, for example Negative Sentiment: #4412 · Contoso. Its message and, if you left Severity empty, its severity come from the ticket's stored analysis. Its buttons are the Customer Success actions. To add the card to a rule you already have, edit it, tick the sentiment event, and tick Customer Success card under Slack or Teams. See Sentiment and tonality alerts and Acting on alerts from Slack and Teams.

Start other automations from a rule

Agent Runners can start on the same events your rules listen for, using the Q-Notice event trigger. When event routines are enabled for your organisation, a routine can also run when a rule creates a notice. See Routines.

Related

• How Q-Notices are delivered: channels, cards and destinations.
• Sentiment and tonality alerts: the alerts the sentiment event reports.
• Alert Engine (legacy): moving existing alerts into rules.
• Agent Runners and Routines: automations that react to the same events.