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Exclude Alert Boards from Quality Review

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Alert-only and vendor-generated tickets usually don’t follow the same standards as end-user work — nobody logs time on an auto-resolved backup alert. Left in scope, they fill the Service Quality dashboard with “missing time entry” findings that your team learns to ignore. Exclude them so the remaining findings stay credible.

Before you start

  • The QA Agent is turned on. See Setting Up the QA Agent.
  • You know which boards (ConnectWise), queues (Autotask) or ticket types hold alert and vendor tickets.

Steps

  1. Find the noise. On the Service Quality dashboard, look at the first one or two weeks of findings by category. For each type, ask: would we ever act on this? Alert tickets closed without time, RMM tickets no technician touched, backup reports and license notices are the usual suspects.

  2. Open the QA settings. In the Mizo console, open the QA tab under Workflow settings.

  3. Exclude them from automatic runs. In the QA tab, exclude the boards, queues or ticket types that hold alert-only or vendor-generated tickets, then save.

  4. Write the policy into your custom instructions for anything that can’t be separated by board or type. For example:

    Do NOT flag missing time entries on tickets from the Alerts board or on automated monitoring tickets with no technician assigned.

  5. Dismiss what’s already there. Mark existing findings on those tickets Dismissed (not applicable) so they don’t skew this period’s numbers.

Good to know

  • Excluded tickets are only skipped by automatic runs. You can still review one manually at any time.
  • After you remove the noise, your clean rate will move — up because irrelevant flags are gone, or down if your own standard is stricter than the default. Track the trend from this new baseline.
  • Consider excluding the same ticket types from the reports you use for staffing decisions: alert tickets close instantly and distort average resolution times.