How Halo completes bounties and quests

Understand how QuantumOps decides from HaloPSA that a bounty or quest is done, how quickly it notices, and what to check when finished work is not paid.

Last updated 21 days ago

When a bounty or a quest is tied to a HaloPSA ticket, nobody has to tell QuantumOps that the work is done. QuantumOps reads the ticket and its actions in Halo and judges them against the rule the Mission Manager chose. This page explains each rule in plain words, how quickly it is checked, and what to look at when someone did the work and nothing was paid. It is for Mission Managers and administrators who set the rules, and for agents who want to know what counts.

Before you start. The Q-Missions module must be on. A rule that Halo can check needs a ticket id on the bounty or quest; without a ticket the only rule is A Mission Manager confirms it. The rule is judged for the HaloPSA agent who holds the bounty or quest. A bounty is claimed by a signed-in person, so a claimer's sign-in must be linked to their agent (see My missions). A quest is given to the agent in the HaloPSA roster, so a quest that Halo checks still completes and pays that agent's points balance when nobody has linked a sign-in to them; without the link the person simply cannot see the quest or mark it done. QuantumOps must be able to read your Halo tickets, which it does for ticket processing as well.

The rules

You choose the rule in How it is completed when you post a bounty or create a quest. Without a ticket every choice except A Mission Manager confirms it is grayed out.

Choice on the form	The work counts as done when	Time window
Call back within N minutes	The person logs any action on the ticket, such as a call, a note or an e-mail, within N minutes.	Required: the Within field.
Log an action on the ticket	The person logs an action on the ticket. If you select Halo action types under Only these Halo action types, only an action of one of those types counts.	Optional.
Move the ticket to a status	The ticket is in the status you chose, and it entered that status after the work began.	Optional.
Close the ticket	The ticket is closed (see How "closed" is decided), and it became closed after the work began.	Optional.
Take the ticket	The ticket is assigned to the person.	None.
A Mission Manager confirms it	The person selects Done and a Mission Manager confirms. Halo is not asked.	None.

The dispatch board's "Post a bounty on this ticket" dialog offers only four of these: call back, close the ticket, take the ticket and a Mission Manager's confirmation.

Whose work counts

The person is the one who holds the work: the agent who claimed a bounty, the agent a quest was given to, or, for a quest given to a team to do once, any current member of the team.

Actions logged: only actions that the person logged themselves count. An action by a colleague, by a system account or by the customer does not, even on the same ticket.
Status and closure: these rules look at the ticket, not at who changed it. If the ticket enters the chosen status, or is closed, after the work began, the rule is met whoever did it.
Taking the ticket: the ticket's assigned agent in Halo must be the person. QuantumOps has no record of when the assignment happened, so it counts from the moment it first sees the ticket assigned: a ticket that is already assigned to the person when they claim is paid at the next check.

A status or closure rule is met once, for everyone, when the ticket changes, so it cannot be given to each member of a team or to several named agents: they would all be paid at the same moment. QuantumOps refuses it when you create the quest, and the form says so before you save. Use Log an action on the ticket, Take the ticket or a manager's confirmation when each person has to do their own part. A status or closure rule is fine for one agent and for a quest that a team does once. For a quest that a team does once, the member whose action moved the ticket into the status, or closed it, is credited when Halo's history names them and they are on the team. When it does not (a customer or an automatic rule changed the status, or the person is not on the team) the member with the lowest agent number is credited. An action rule credits the person who logged the action.

When the clock starts and stops

Work done before the start never counts, and neither does work done after the stop.

	Bounty claim	Quest
Starts	The moment the agent claims it.	When the quest was given to the person, or the mission's start date when that is later.
Within minutes	Counted from the start.	Counted from the start.
Stops	The claim's deadline: the claim time plus the Time limit per claim (minutes).	The quest's due date, when it has one.

Both ends are inclusive. The stop applies to when the work happened, not to when QuantumOps noticed it, but QuantumOps stops looking at a claim once it has lapsed. A claim lapses within about half a minute after its deadline, so ask agents to finish well before it. A quest that is Missed, or that belongs to a mission that is not active or has not started, is not checked until it is open again.

How "closed" is decided

The ticket counts as closed when its status is one of Halo's two standard end statuses, Closed or Canceled, or when the status is named Closed, Resolved, Cancelled (or Canceled), Complete or Completed. This means a tenant whose Resolved status has its own number is still covered, as long as QuantumOps can read the status names from Halo. If it cannot at that moment, only the two standard statuses count, and the next check tries again.

A status rule and a closure rule also need Halo's action history to show when the ticket entered its current status. If the history does not say, the rule is not met, because QuantumOps cannot show that the change came after the work began. A ticket that was already closed, or already in the chosen status, when the work began does not pay.

How quickly it is noticed

Two checks run at the same time, so a missed event is caught by the other.

Halo events: when Halo tells QuantumOps that a ticket was updated, was closed, or received a customer e-mail, QuantumOps checks the bounties and quests waiting on that ticket straight away. Several events for the same ticket in quick succession are combined.
The one-minute check: every 60 seconds QuantumOps reads each ticket that has a live claim or an open quest on it. A ticket that an event checked in the last 30 seconds is skipped. One pass reads at most 200 tickets and stops starting new ones after 45 seconds; the tickets read longest ago go first, so with more than 200 waiting every ticket still gets its turn.

Only tickets that have something waiting are read. Payment follows completion at once: points go into the shared points pool and a Zinc product becomes a reward order. If the payout fails, for example because the database could not be reached for a moment, the completion stands and the payout is tried again automatically for about two days. A Zinc product is made into a reward order even when Zinc is not set up yet; the order then waits in Rewards admin until it can be approved, has an address and the wallet and key are in place.

What the hub shows

QuantumOps keeps the Halo action that satisfied the rule, but the hub does not show it. A finished bounty shows as Completed on the History tab, whose Closed column is the time its Open for window ended, not the time the work was done. A quest shows as Done, and the agent's points appear under Recent rewards on My missions. To see why a rule matched, open the ticket in Halo and look at the actions logged after the claim.

If Halo cannot be read

If Halo does not answer, or the ticket no longer exists, QuantumOps cannot judge the ticket. Nothing is completed or canceled because of that: the ticket is tried again at the next check. The failure is recorded as an integration error for your organization, at most one entry every 15 minutes.

The claim's countdown keeps running. If Halo stays unreachable until a bounty claim's deadline, the claim lapses unpaid even though the work was done. A quest keeps waiting until its due date.

Work without a ticket

With no ticket there is nothing for Halo to check, so a Mission Manager confirms the work. The person selects Done on My missions and adds an optional note. The Mission Manager finds the item under Waiting for your confirmation on the hub's Live tab and selects Confirm to pay it, or Reject to send it back. A rejected bounty claim is closed and its slot freed; a rejected quest becomes open again for the person.

A bounty or quest with a ticket can also use A Mission Manager confirms it. Then Halo is not consulted at all.

When finished work is not paid

Work with a Halo rule has no Done button and a Mission Manager cannot confirm it by hand: Confirm appears only for work an agent marked as done under a manager-confirmed rule. Use the table to find the cause first.

What you see	Why	What to do
The claim still says Working on it after the agent did the work.	The action was logged by someone else, came before the claim, is not one of the listed action types, or fell outside the Within window.	Compare the ticket's actions in Halo with the rule on the Bounties tab. If the rule was wrong, cancel the bounty and post a corrected one.
The ticket is closed but Close the ticket is not met.	The status is not one Halo or QuantumOps treats as closed, the ticket was already closed when the work began, or Halo's history does not show when the status changed.	Check the status name in Halo. Use Move the ticket to a status for a custom end status.
Move the ticket to a status is not met.	The ticket was already in that status when the work began, or it is in a different status now.	The ticket has to enter the status after the work began.
Take the ticket is not met.	The ticket's agent in Halo is someone else, or only a team.	Assign the ticket to the person in Halo. The next check pays it.
A bounty claim lapsed although the work was done.	The deadline passed before the work, or before QuantumOps could read Halo. A lapsed claim is not checked again, and the agent cannot claim the same bounty again.	Post a new bounty that a Mission Manager confirms, or give the work as a quest.
A quest is Missed although the work was done in time.	The due date passed before the check read the ticket.	Select Reopen on the quest and give a later date. Reopened work is checked again within a minute, and an action logged before the new date counts.
A quest is Missed and the work never matched the rule.	The rule itself does not fit what was done.	Cancel the quest and create it again with the right rule, or a manager-confirmed one.
A quest for a team that does it once was credited to someone who did not close the ticket.	Halo's history does not name who changed the status (a customer or an automatic rule did), or the person who did is not on the team. The member with the lowest agent number is credited.	Nothing is wrong with the payout. For a person-by-person result use Log an action on the ticket next time. See Whose work counts.
The work is Completed or Done but no reward arrived.	A points payout failed, for example because the database was briefly unavailable. Or the reward is a Zinc product, which becomes a reward order that waits for an approval, a delivery address, funds in the wallet or a saved Zinc key.	For a failed points payout, wait: it is retried by itself for about two days. For a Zinc product, open the Orders tab under Rewards admin and fix what the order is waiting for.
A completion takes longer than a minute.	Your Halo is slow, the Halo events are not reaching QuantumOps, or more than 200 tickets are waiting.	The one-minute check still reads every ticket in turn. Ask an administrator to check the Halo webhooks if it keeps happening.