Map your PSA and check its health

Choose the boards or queues QuantumOps processes, say what each status means, set the defaults for tickets QuantumOps creates, and read the health check for Autotask and ConnectWise.

Last updated 21 days ago

HaloPSA has fixed status numbers that QuantumOps knows. Autotask and ConnectWise let every customer name their statuses, queues and boards, so QuantumOps asks you once what they mean. The answers are the mapping. The mapping tells QuantumOps which tickets are open, which are done, where to move a ticket it closes as spam or resolves, and what the tickets it creates should look like. The health check then tells you what is still missing.

Before you start: you need the Administrator role, and the connection must have passed its test. See Connect Autotask or Connect ConnectWise PSA. A HaloPSA tenant has no mapping step.

Where the mapping is

In the setup wizard, the mapping appears below the connection on step 2 once Save and test connection has succeeded. Until then the step says to test the connection first. Next stays unavailable until the mapping is saved.
In Tenant settings, open the Autotask Integration or ConnectWise Integration section and select Edit the mapping.

QuantumOps reads the lists from your PSA when the mapping opens. Select Reload lists after you add a status, queue, board or custom field in your PSA. If a list could not be read, a warning at the top says which and why.

Choose what QuantumOps processes

The first card lists every board (ConnectWise) or queue (Autotask) in your PSA, each with a check box. QuantumOps analyzes and writes to the tickets of the ones you leave checked, and ignores the rest. At least one must stay checked.

Under Boards QuantumOps processes (ConnectWise) or Queues QuantumOps processes (Autotask), uncheck what QuantumOps should leave alone, such as a board for projects or for internal requests.

Say what each status means

For every board QuantumOps processes on ConnectWise, and once for the whole database on Autotask, a card lists each status with a Counts as menu:

Class	Meaning
Open	Work is expected. The ticket counts in open-ticket views and queues.
Pending	Waiting on someone, such as the customer.
Resolved	The work is done and the ticket is waiting to close.
Closed	The ticket is finished.
Canceled	The ticket was dropped. It never counts as closed work in reports.

The classes start from what your PSA reports. ConnectWise marks the closed statuses of a board, and its escalation setting says which ones are pending or resolved. Autotask lets you rename its statuses, so check every class there. A status that nobody has classified counts as open, never as closed. A board you have not saved yet shows Not saved yet, and QuantumOps treats every one of its statuses as open until you save.

Each card also has these choices:

Field	What it does
Spam status	Where QuantumOps moves a ticket it closes as spam. It is suggested when exactly one status has spam in its name.
Resolved by QuantumOps status	Where QuantumOps moves a ticket it resolves. It is suggested when exactly one status is seeded as resolved.
Default ticket type	The type of tickets QuantumOps creates: call taking, Customer Success and follow-up tickets.
Default subtype and Default item	ConnectWise only. A subtype belongs to a type and an item to a subtype, on that board.

On ConnectWise the status, spam, resolved and type choices belong to the board. QuantumOps never gives a ticket a status of another board.

Set the defaults for new tickets

ConnectWise

Default board for new tickets is where QuantumOps creates a ticket when nothing names a board. ConnectWise cannot create a ticket without one. It must be a board QuantumOps processes.

Autotask

Field	What it does
Default queue	The queue tickets that QuantumOps creates are placed in.
Ticket source for QuantumOps tickets	The source those tickets carry. Choose the QuantumOps source you added in Autotask, so you can filter them.
Internal note type	The note type for QuantumOps' analysis and triage notes. Only your technicians see them.
Customer-visible note type	The note type for replies and e-mails that reach the customer. See Customer e-mail on Autotask and ConnectWise.
Internal-only publish value	Who can see QuantumOps' internal notes. Leave it on Automatic to use the value labeled Internal. Choose one yourself when your values are named differently: if Automatic finds no value labeled Internal, QuantumOps cannot write internal notes.
Customer-visible publish value	Who can see the replies and e-mails that reach the customer. Leave it on Automatic to use All Autotask Users.

Map custom fields

The Custom fields card is optional. Each choice names a field of your PSA that QuantumOps writes to:

Field	What it holds
Resolution category field	The resolution category, when QuantumOps resolves a ticket.
Category level 3 field and Category level 4 field	Autotask only. Autotask has two category levels, so a third and a fourth level are kept in these user-defined fields.
Survey snippet field	QuantumOps writes each ticket's signed survey key here, so your PSA's ticket e-mail template can sign a link to the survey.

If your PSA defines no custom fields, the card says so. Add the fields you want, then select Reload lists.

Save the mapping

Select Save mapping. A message says Mapping saved. and each card shows Saved. Any edit makes the cards read Not saved yet again, so the step is complete only when what is on the screen is what is saved.

Saving is refused when:

no board or queue is checked;
a checked board has no statuses to map (reload the lists, or choose another board);
a spam or resolved status is not one of that board's statuses;
on ConnectWise, the default board for new tickets is not a board QuantumOps processes.

A missing spam status, resolved status, default type or default board does not stop you from saving. The health check lists the gap, and an action that needs the missing choice stops with a plain reason.

Read the health check

In the Autotask Integration or ConnectWise Integration section of Tenant settings, Health lists one line for each thing QuantumOps depends on. A green line is fine, an amber line is a warning, and a red line is a problem. Select Check again to read it again.

Line	What it tells you
Connection	Whether your PSA is connected. A red line says to enter the credentials and choose Save and test connection.
Webhooks	How many webhooks are registered. A red line says none are, so your PSA cannot send tickets to QuantumOps. Choose Recreate Webhooks.
Mapping	A red line says no board or queue is chosen yet.
Status classes	A warning names boards whose statuses were never confirmed, so every one of them counts as open. Open the mapping and save it.
Spam status, Resolved status and Default ticket type	A warning names each board that lacks the choice, in the words the refused action uses, for example Board 'Projects' has no spam status mapped.
Default board for new tickets	ConnectWise only. A warning says ConnectWise needs a board to create a ticket.
Request budget	Autotask only. It shows QuantumOps' share of the database's 10,000 requests an hour and, when it can read it, how many the database has used this hour. At 75% used and above it turns to a warning, because QuantumOps then holds back background work (it already slows down from 50%, and at 95% it sends nothing). See Connect Autotask.

If the health check itself cannot be read, a line says The health check could not be read. Try again in a moment.

Connect Autotask and Connect ConnectWise PSA: the connection that comes first.
What works on each PSA: how the mapping shapes what QuantumOps does on each PSA.
Tenant settings: the page that holds the Integration section.
Pipeline Health: tickets that were received but not processed.

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