<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Enable Risk Scoring</strong></p><p><strong>- Risk Scoring Using a Single Select</strong></p><p><strong>- Risk Scoring Using a Calculation</strong></p><p><strong>- Risk Scoring Using Impact and Risk Fields</strong></p><p><br></p><p><br></p><p><strong>Related Guides: </strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1926" target="_blank" rel="noopener noreferrer">Change Management</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1938" target="_blank" rel="noopener noreferrer"><strong>Custom Fields</strong></a></li></ul><p><br></p><p>Risk scoring works by calculating a score based on custom fields on a ticket, and can be a useful tool within a change management process to determine the risk associated with the proposed change.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enable Risk Scoring</span></strong></p><p>The first step is to enable the risk scoring functionality. In Configuration > Tickets > General Settings, scroll to the "Advanced" section and enable the "Enable Risk Scoring" checkbox.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhOTYyYjkzLTZjODEtNGZmYi05ZGQ1LWJmYmQwNjc3NDAyZSJ9.MRBpgQ81NuMyyUzyva9KdSmNt7ZxnUP7C939z-q2d4E" class="fr-fic fr-fil fr-dib" width="141" height="29"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling risk scoring.</span></strong></p><p><br></p><p>Risk scoring can then be enabled per ticket type - go to Configuration > Tickets > Ticket Types > Settings tab and scroll to the "Advanced" section. You can then set the "Risk Calculation Type" field, and can choose between summing single select fields or using a custom calculation. We will go over both methods within this guide.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmOWQ2MDVkLWNiZDAtNGVlNC05NWYyLWUxMDIxZGIzM2Y0YyJ9.3oND-SyIht3MRYacPo1pS92Ox-aZ804rulL5KNZisEk" class="fr-fic fr-fil fr-dib" width="349" height="163"></p><p><strong><span style="font-size: 10pt;">Fig 2. Risk Calculation Type.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Risk Scoring Using a Single Select </span></strong></p><p>The first methods is to sum all single select custom fields. Within the dropdown in <strong>Fig 2</strong>, choose "Sum Risk Score of all Single Select Custom Fields".</p><p><br></p><p>Now you can create the custom fields to use for the calculation. Select "Single Selection" as the "Type of Field", and add your value names in.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhOGM4NGYzLWY0NTUtNGZlYy05ZTJkLTUzODUyNGJiNjczMSJ9.nnkL0JcSex_o0iSCgtpxFj8v-9Mtxg_Dw-zvycYl2kQ" width="1214" height="543" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1216px; height: 543.353px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 3. Creating a single select custom field with risk score values.</span></strong></p><p><br></p><p>At this point, you will need to save before editing again, so that the "Values" table in <strong>Fig 3</strong> shows. Edit a line on the value table, and assign each value a "Risk Score". <strong><em>Note: This score must be set as this is what the field calculates from, regardless if an integer is used for the value.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmZjBhNDViLTZkMTgtNDlkMi1iN2E5LWIyY2NiNDY4ZWQyZCJ9.vpYw5ibXCK6YUkOD5nm3GJszyZ6v-ConZ8FR2EnlyUU" class="fr-fic fr-fil fr-dib" width="715" height="604"></p><p><strong><span style="font-size: 10pt;">Fig 4. Assigning a risk score to the value.</span></strong></p><p><br></p><p>Go back to your ticket type, and add the fields in we created into the "Field List", as well as the "Risk Score" system field. By default, this will show in the "Ticket information" on the right side of a ticket, but in this example this has been edited to place this on the same tab for easier reference. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmYmU5MjAwLTE1ZWEtNGFiYi1iNDZkLWRmNTdhOTFkYTQxZCJ9.icIKyj-9mjhktTRewW2oOXA5b94HZHE0AsDfyJ8xbx0" class="fr-fic fr-fil fr-dib" width="599" height="359"></p><p><strong><span style="font-size: 10pt;">Fig 5. Field list.</span></strong></p><p><br></p><p>You can then log a ticket and choose a value for each field from its dropdown. The "Risk Score" field we added will now show the sum of both of these single select fields and if the values in these fields change, the "Risk Score" field will update accordingly.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiODM3MzkwLWY5MDEtNDViOC04ZGNlLTFlY2ZhZGI2NTU3MSJ9.ZySK2gHJmOHEl76jdzqU01YUpQSwL0t5Sa_G0-Oes4k" class="fr-fic fr-fil fr-dib" width="416" height="283"></p><p><strong><span style="font-size: 10pt;">Fig 6. Risk score and fields it is calculated from showing on a ticket.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Risk Scoring Using a Calculation</span></strong></p><p>Risk scoring can also be done using a custom calculation. This works similar to calculated custom fields, for more information on these please check out the "<a href="https://usehalo.com/haloitsm/guides/1938" target="_blank" rel="noopener noreferrer"><strong>Custom Fields</strong></a>" guide.</p><p><br></p><p>Set the "Risk Calculation Type" in <strong>Fig 2</strong> to "Use a Calculation", and another field will then show to add the calculation. In this example, the values of both fields will be summed; therefore working similarly to the previous method.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3OTEzOTEyLTMyNDMtNDFhOS1hMDBlLTg1YjAxZDJiMDAzMiJ9.VjMPf5T8NW8kfZEVLoTFmGzOGuUagGXzhpAOYnHBLUk" class="fr-fic fr-fil fr-dib" width="140" height="125"></p><p><strong><span style="font-size: 10pt;">Fig 7. Calculation for the risk score.</span></strong></p><p><br></p><p>Using this method, you can also use fields of type "Text" and "Input Type" of "Integer" or "Decimal". In this example, we will use one of each.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzZWExOTNmLTMwMDUtNDNkZC1hOWU1LWQ3NjVlNjMxNjYwYyJ9.6-W5Gcha4k0wDGGrvl-yoiWUfzWsXO0iJsIQBOKJGx8" class="fr-fic fr-fil fr-dib" width="345" height="531"></p><p><strong><span style="font-size: 10pt;">Fig 8. Integer field.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhOTFiMjY3LTViZGUtNGViYy05MjkzLTQwYTJkMmQxNmIyZCJ9.1fg6YihLYsZLcJUYFJVEhFEqNZYunic0LvgSKswa3nk" class="fr-fic fr-fil fr-dib" width="343" height="535"></p><p><strong><span style="font-size: 10pt;">Fig 9. Decimal field.</span></strong></p><p><br></p><p>Add your fields to the "Field List" of the ticket type, and the "Risk Score" system field to populate the risk score into. This system field will show within the "Ticket information" on the right side of a ticket by default, but for ease in this example this has been edited to place this on the same tab as the custom fields for easier reference. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhNjllNjU4LTMyMjQtNGI4Ni1hYWJmLWU1NTc0YzYyMjRiOCJ9.rbxiN74QrhNu4zWYn0TiUjgo_nYD6aCYpLiUzBOGfSA" class="fr-fic fr-fil fr-dib" width="604" height="367"></p><p><strong><span style="font-size: 10pt;">Fig 10. Field list.</span></strong></p><p><br></p><p id="isPasted">You can then log the ticket type. The "Risk Score" field has calculated the sum of "Risk 1" and "Risk 2" as per the calculation set in <strong>Fig 7</strong>. If the values in these fields change, the "Risk Score" field will update accordingly.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4M2E3YjNhLTJjNTAtNDc5OS1hNzViLTMyMzJlMTkwZDU4MSJ9.DSi153CiTP9MU_RGJsS7CPLxgVH5eE7HJfTAQMfqVBU" class="fr-fic fr-fil fr-dib" width="418" height="274"></p><p><strong><span style="font-size: 10pt;">Fig 11. Risk score calculated by a custom calculation. </span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Risk Scoring Using Impact and Risk Fields</span></strong></p><p>Risk scoring can also be done through the "Impact" and "Risk" system fields, often used for change management procedures.</p><p><br></p><p>The risk score values will need to be set on the lookup of these fields. To do so, navigate to Configuration > Advanced Settings and scroll to the bottom to click the "Lookup Codes" button. This will bring up a list of the available "Impact Level" by default, click the entity arrow in the top left to change this. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiMDhjMjA4LTRkZmUtNGNmOC1hYzhhLTlmNDgxN2M3YzEwNyJ9.dkjKj_FsYiF36HDnOlhKs9XdYF-_QbY8O3D55WhBNXY" class="fr-fic fr-fil fr-dib" width="1555" height="237"></p><p><strong><span style="font-size: 10pt;">Fig 12. Changing the lookup code.</span></strong></p><p><br></p><p>The risk score values will need to be set on each option within "Impact Level" and "Risk of Failure Level".</p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxNGQ0YzY0LTQ4NjYtNDQwNS1hMDYxLWU5Nzk2NWNhNjU5ZSJ9.nnPO8SoR4LnoXH-QUHNrLtwNg-naDdnBAjDHlXhU5l4" class="fr-fic fr-fil fr-dib" width="301" height="223"></p><p><strong><span style="font-size: 10pt;">Fig 13. Impact and Risk lookup codes.</span></strong></p><p><br></p><p>Clicking into an option in the list will bring up its name and the "Risk Score" field. Enter the numerical value you wish to use here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5NjkxNjU4LTkyNjgtNGE2MC1hMTAzLWIzYzYyNmVkYzY4NCJ9.YF9VWj3mjPM4_6I8c6KEkD49qH7Zzkn4dWZidCy0YDw" class="fr-fic fr-fil fr-dib" width="259" height="313"></p><p><strong><span style="font-size: 10pt;">Fig 14. Setting the value.</span></strong></p><p><br></p><p>When setting the "Risk Calculation Type" on the "Settings" tab of the ticket type as before, select "Use a Calculation". The variables "$-RISKLEVEL" and "$-IMPACTLEVEL" can then be used for "Risk" and "Impact" respectively within the calculation.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0NzgxMjQ0LTMyM2EtNGE5Mi04OWIzLThiNDZhNTU5MDhiNyJ9.oh8Jm5_KVxQacjpNaiEoDDmF2x4fuXSIrC8rQYo1vk4" class="fr-fic fr-fil fr-dib" width="192" height="146"></p><p><strong><span style="font-size: 10pt;">Fig 15. Adding the calculation to the ticket type.</span></strong></p><p><br></p>
