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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Raising Problems</strong></p><p><strong>- Dynamic Visibility of the Service Status Note</strong></p><p><strong>- The Problem/Resolution Finder</strong></p><p><strong>- Workflow Progression when the Cause is Identified</strong></p><p><strong>- Workflow Progression when the Cause is Not Identified</strong></p><p><strong>- Suggested Articles on the Ticket Creation Screen of the Portal</strong></p><p><br></p><p><br></p><p><strong>Associated Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/933/" rel="noopener noreferrer" target="_blank"><strong>Workflows</strong></a></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1926/" rel="noopener noreferrer" target="_blank">Change Management</a></strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/885/" rel="noopener noreferrer" target="_blank">Ticket Templates</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2432" rel="noopener noreferrer" target="_blank"><strong>Service Catalogue</strong></a></li></ul><p><br></p><p>The Halo Trial versions: Incident, Problem, and Change Management, is ITIL Aligned and recommended to use out of the box if you are looking for a standard solution to this management workflow. These are the workflows that is being used as the examples for this guide:</p><p><br></p><p><strong><span style="font-size: 12pt;">Incident Management</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0YjQzMjA4LWE3Y2EtNDcxMy1iM2YxLTBjNTZkZjdmZTdjOCJ9.zoMv7NkqxLnUac03ex2D7ndsKTSoM6emO0h1IF2pEuY" class="fr-fic fr-fil fr-dib" width="993" style="width: 995px; height: 500.365px;" height="500"></p><p><strong><span style="font-size: 10pt;">Fig 1. Incident Workflow</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Problem Management</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJkNTEwNWVkLTBlNjAtNDVjNS1hMWVkLWNkODgyY2Y4N2NkMCJ9.zJ81KEoNxmMY_8J_CWtxsf13V8d8Clr1cSEjt33uPoU" class="fr-fic fr-fil fr-dib" width="993" style="width: 995px; height: 417.278px;" height="417"></p><p><strong><span style="font-size: 10pt;">Fig 2. Problem Workflow</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Change Management</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhMzY3ZTM0LTliY2QtNGUwMi1hMjU4LWYyODlhMTY4OGZkNSJ9.TU2u27i9P3MM-xM6WR_yIJBXQyZXLGm0kly4kJX1qxo" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 287.662px;" height="288"></p><p><strong><span style="font-size: 10pt;">Fig 3. Change Workflow</span></strong></p><p><br></p><p>The workflow will change based on the actions executed, for example if I execute the action "Raise a Problem" a new ticket will be raised and the workflow in use will be the Problem Workflow. If I use the action "Cause Not Identified" on the Problem workflow, it will send me to the next stage of the workflow, where I can raise a change, which will log a new ticket using the change workflow.</p><p><br></p><p><strong><span style="font-size: 14pt;">Raising Problems</span></strong></p><p>A Problem is raised when there are multiple people affected by the same issue. One way to do this is when manually raising a ticket and the problem/ resolution finder returns many results, you can log a problem from the problem/ resolution finder. Directly from a workflow in the trials (Incident Management Workflow With 1st 2nd 3rd Line and Triage) you can raise a problem:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE0ZjQ0Njc5LTQ0ZTctNDRmOC05MGJkLWYzZjgxNDJiZWUxMiJ9.olYk_7r9kbaD7LqhDldUXrfc7OWkZFIyn55WTPKlRkA" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 371.626px;" height="372"></p><p><strong><span style="font-size: 10pt;">Fig 4. Raising a Problem from a Ticket</span></strong></p><p><br></p><p>Alternatively you can checkbox on multiple tickets in the list and then right click and raise a problem from the list of options:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0MjE5MjVmLTQyZWUtNDU5MS1hOWI2LTFkMTgyMzFjODhlMyJ9.BGAtUjS1X6FHdAWtZMgHbePzogIyRW3tgaxb6EkM-Xo" class="fr-fic fr-fil fr-dib" width="964" style="width: 966px; height: 500.859px;" height="501"></p><p><strong><span style="font-size: 10pt;">Fig 5. Raising a Problem from the Ticket List</span></strong></p><p><br></p><p>When a problem is being raised, more often than not, the agent raising it should be the end-user of the ticket. On raising a problem ticket, there will be the option to relate it to a service and to update the status of the service if need be.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2NDViYThmLWFhYWEtNGM1NC1hYTI1LWZkY2VmMmJiNTg4NCJ9.eqU5uviIq2qxNdIjwv3W2mjzpkyJCF_hQKqM5_cUrw0" class="fr-fic fr-fil fr-dib" width="966" style="width: 968px; height: 504.442px;" height="504"></p><p><strong><span style="font-size: 10pt;">Fig 6. Options Displayed on Problem Ticket Creation</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Dynamic Visibility of the Service Status Note</span></strong></p><p>If you would like a note added to the Problem ticket type, you can add in the "Service Status Note" onto the ticket type and make it dynamically visible for when "Update Related Service Status" is checked on:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2YmQ0ZTdmLWU4NGItNDI4OC1iZGQ5LTA5MjEwNjFiYTA2MSJ9.qc1f6-3wGxNUlcgLyx2cBtVpR-12F6lpYE1z4-WvdbI" class="fr-fic fr-fil fr-dib" width="977" style="width: 979px; height: 484.714px;" height="485"></p><p><strong><span style="font-size: 10pt;">Fig 7. Adding the "Service Status Note" field to the Ticket Type</span></strong></p><p><br></p><p>Then edit the field from the list and set the dynamic visibility for the note as described above:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxNGMxYjJkLTNmMWEtNGVjOS1hMzM1LTc5YTQ1OGFjZTgyYSJ9.63_VnX0h1xfc67VTZsRCQ4fL1sL72NjJQk6sUDSvbdY" class="fr-fic fr-fil fr-dib" width="571" height="377"></p><p><strong><span style="font-size: 10pt;">Fig 8. Adding in Dynamic Field Visibility</span></strong></p><p><br></p><p>Now when you raise a problem ticket, you can see that the Note field appears when you check on the "Update Related Service Status" field when on the ticket creation screen:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3ZGIzOTE0LWU2YmYtNDU3Yy05N2M3LTAwZjdhYTU4OWZkOSJ9.2z8IrABpYZDLWXASk_FIhyHBpI1rUL6O6AJkXV_UA_4" class="fr-fic fr-fil fr-dib" width="355" height="643"></p><p><strong><span style="font-size: 10pt;">Fig 9. Making the Note Field Visible</span></strong></p><p><br></p><p>Now the problem ticket has been raised, there will be a Monitored Service Catalogue Dropdown on the far right pinned details list, any service marked as a monitored service can be displayed in this section of the ticket. This is configured by default in the HaloPSA trials.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlNDVmOTQwLTE5MTQtNDc5Mi1hNmJjLTY1NDg2M2NkMjE3YyJ9.QIyoEn4-wrlwKztRO4zujmlUyNwUAoynALZSy5t1Bvw" class="fr-fic fr-fil fr-dib" width="579" height="439"></p><p><strong><span style="font-size: 10pt;">Fig 10. Monitored Service Showing as Having a Fault</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">The Problem/Resolution Finder</span></strong></p><p>When a ticket should be linked to a problem it will display in the Problem/ resolution finder, in this below example, the summary of the ticket matched a Problem Ticket in the system:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3MzdiN2NhLTZiNjMtNGQ2ZC1iYzE4LWJmMTRlNjdlYTVkNSJ9.Si9QjxI8XuTG-uBwfuOPHdvg_kIPHrUIPSrDyfdb2gQ" class="fr-fic fr-fil fr-dib" width="978" style="width: 980px; height: 127.588px;" height="128"></p><p><strong><span style="font-size: 10pt;">Fig 11. The Problem/Resolution Finder on a Ticket</span></strong></p><p><br></p><p>If the problem/ resolution finder is not appearing, you can show it by hovering over the ellipse in the top right of the ticket:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiOTA4ZDE5LTlmNTQtNDI3ZS1hNDk0LWExNDdiNjBkMTgwYyJ9.RWY4BjWKGgmlVHdCR08GEJrj8bSs2qikvLAGAzHAa_k" class="fr-fic fr-fil fr-dib" width="247" height="717"></p><p><strong><span style="font-size: 10pt;">Fig 12. Activating the Problem/ Resolution Finder from a Ticket</span></strong></p><p><br></p><p>If a ticket is matching, you can link it to the problem ticket, this is again done through the ellipse in the top right and then click onto "Link to another ticket".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkZDZjNTE3LTc5ZjktNDg2ZS05N2IwLTUyNzk4YmEwZmU2OCJ9.kM30z9j37nhSc-qPWlExfyqAjuo2QyIOphLTXuxNVks" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 231.59px;" height="232"></p><p><strong><span style="font-size: 10pt;">Fig 13. Linking to the Problem Ticket</span></strong></p><p><br></p><p>Based off of the Ticket Type settings, when you email the user from the problem ticket, it will prompt you to add the actions to the child tickets.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjMDFhZGFhLThiYTMtNDk2Yi1iOTY3LWQ5YTQ1M2ZmNzc3MiJ9.6Wo5JumO9CWtBXELuSohWZl64_VJ9b0VFE_pnmYqyAc" class="fr-fic fr-fil fr-dib" width="977" style="width: 979px; height: 477.072px;" height="477"></p><p><strong><span style="font-size: 10pt;">Fig 14. Updating the Child Tickets from the Problem Ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Workflow Progression when the Cause is Identified</span></strong></p><p>The workflow of the Problem ticket is used for cause identification. If the cause is identified, then the workflow is moved to root cause identified. If the cause cannot be identified then the workflow will move to stage RCA Review (Root Cause Analysis Review).</p><p><br></p><p>If clicking onto the Cause Identified action, you will be moved workflow stage and then you can: create a knowledge base article, link to a knowledge base article, move to resolve the ticket without documenting (This doesn't close off the Problem or child tickets). If you select the "Link to KB Article" option then you will see an "Article Details" tab appear on the ticket, which you can then send with the next action, the next action being the resolve ticket action (This one actually closes the ticket).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2MjZhMjM4LWM4MDctNGJjZC1hOTYyLTVlNWQwZGNmZGU3NiJ9.9eMTTgCqItvOl_nzIhq5qPimljNNU9GovCFVN5n06AU" class="fr-fic fr-fil fr-dib" width="990" style="width: 992px; height: 627.368px;" height="627"></p><p><strong><span style="font-size: 10pt;">Fig 15. Article Details Tab</span></strong></p><p><br></p><p>Now that the "Send with next Action" has been clicked, when I click on Resolve Ticket, it will populate the note field with the article link:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkZTE0NWQxLTE2NGQtNDA5ZC1iM2QxLWJhYjJjYTcyY2ZhZiJ9.Uflc9VUiFF13rZMgOLL6asFczS6JhfsIjABpuhiMMpg" class="fr-fic fr-fil fr-dib" width="969" style="width: 971px; height: 461.429px;" height="461"></p><p><strong><span style="font-size: 10pt;">Fig 16. Article Sending With the Resolve Action</span></strong></p><p><br></p><p>When doing the final Resolved action, you will again be prompted to update the child tickets, so that nothing is left open:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkZGM3MjNlLTM0ZDktNGI4OC04YmJhLTRkYjgwNTFhZjVlYyJ9.Ojx71JNW5u7ITk_m-x6B9qRKF7_TL4-ar9MxX5U58v4" class="fr-fic fr-fil fr-dib" width="969" style="width: 971px; height: 468.569px;" height="469"></p><p><strong><span style="font-size: 10pt;">Fig 17. Linking the resolve action to all child tickets, marking all tickets as closed</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Workflow Progression when the Cause is Not Identified</span></strong></p><p>If the Cause Not Identified action is used, then the workflow will move to the RCA Review Stage, this is used when you may need to email all users impacted or log a change request relating to the problem. You can also raise a change request as a stand alone ticket, via the new ticket button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjYmJhODlkLTUxYTctNGJhNC04NDg1LTAwZDc0MzhlNjJmYiJ9.DRWVdpTq-0D2g2xHWTVttDV66vlBMem5UrNJ2NkZls8" class="fr-fic fr-fil fr-dib" width="966" style="width: 968px; height: 196.791px;" height="197"></p><p><strong><span style="font-size: 10pt;">Fig 18. Action Options After Progressing to the RCA Review workflow stage</span></strong></p><p><br></p><p>The templates are can be used to get default values onto the respective change management fields if there is a standard process for i.e. a server being decommissioned. If a server was being decommissioned, you for example might want to have default values populate in the Test Plan and Backout Plan fields of the template, as it is unlikely the information in these fields will need changed for a server decommissioning (checkout the change management guide linked at the top of this article):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVmYmYyNWZiLTQ4ZTgtNDZlMS05YzVhLTc1MWMzNWFiMDVmYyJ9.Fci2Qt6t8bPD2jUZgrSix1MJ4Z8vZXQ8m84f7LwfP3k" class="fr-fic fr-fil fr-dib" width="530" height="360"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVmYjJlOGFmLTU5ZWEtNGJkZS05N2Y0LTIwNTUzMDJjMGFlNiJ9.mEEZDoaaNRyq-gX4tFxg_k9Kyh8amsPh0q2HwVccqZ0" class="fr-fic fr-fil fr-dib" width="469" height="285"></p><p><strong><span style="font-size: 10pt;">Fig 19. New change request template</span></strong></p><p><br></p><p>After setting the ticket type of the template to "Change Request" you will notice a new dropdown on the Values tab called "Change Management" within here, you can add in default text/ values that will populate the respective fields when this template is applied. Another consideration to make when change requests are being processed, is adding approvals at different steps in the change management progression.</p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Suggested Articles on the Ticket Creation Screen of the Portal</span></strong></p><p>If a user is reporting an issue on the portal, you can configure the ticket creation screen to give suggested articles. The article suggestions will appear on the new ticket screen. This is enabled in Configuration > Knowledge Base ("Portal Article Suggestion Type" is dynamically visible based on "Enable article suggestions on the portal..." being on):</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkNzA5MjRkLTNkOWEtNDgzNS05ODgzLWZhZDlhNDRjNjNmYSJ9.vJPqGEdb4WW-h_JViEjlDqO3ITL2oIvoRtDMCMM-neQ" class="fr-fic fr-fil fr-dib" width="609" height="128"></p><p><strong><span style="font-size: 10pt;">Fig 20. Enabling Article Suggestions For Portal Ticket Creation</span></strong></p><p><br></p><p>Now when a user logs a ticket on the portal, they will be given a suggested article for their issue:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhOTQxMzZjLWE0NTctNDVhNy1iNWY4LTQxZWRmY2Q0Y2ViMyJ9.tVTRao6v4h9Bn_-9VOnQysRkvRBiAHXguNowVjqshUw" class="fr-fic fr-fil fr-dib" width="902" height="482"></p><p><strong>Fig 21. Suggested Articles Showing on the New ticket details screen of the Self Service Portal</strong></p><p><br></p><p>This will hopefully prevent users from logging tickets frequently, they will be self served via the suggested articles instead.</p>
