<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>- What is AI Triage?</strong></p><p><strong>- How to use Halo's AI Triage Out of the Box</strong></p><p><strong>- How this works</strong></p><p><strong>- Customising AI Triage</strong></p><p><strong>- Download AI Auto Triage Runbook</strong></p><p><strong>- Use AI Triage with your own AI connection</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is AI Triage?</span></strong></p><p><span style="color: rgb(0, 0, 0);"> When a ticket is logged, d</span>etails of the ticket will be sent to Halo's OpenAI instance, the AI model will then suggest a category, impact and urgency for the ticket, which the ticket will be updated with accordingly. This functionality does not rely on you having your own AI connection, allowing you to use this functionality right away.</p><p><br></p><p>This functionality is intended to be used as an alternative to <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2386" data-pasted="true">AI suggestions</a>. Although AI suggestions can be configured to allow the auto triaging of tickets using AI, this requires you to have existing data (tickets) to base the triage on. If you do not have this data in your Halo instance, or would not like triage outcomes to be based on this data, you can instead use this AI Auto triage functionality. This AI Auto triage does not rely on existing ticket data, this is instead based on your existing category values, which are pre-set in line with ITIL OOTB. </p><p><br></p><p>If you would like to modify the existing AI triage mechanism, skip to the section of this guide titled "Download AI Auto Triage Runbook" for instructions on downloading the JSON for the runbook required and instructions on how to modify it to your specific requirements without amending the OOTB AI triage ability. Once this is setup up you can refer back to the earlier sections of this guide for further information on how to use and customise this functionality. </p><p><br></p><p>In this guide we will outline how to use and customise AI Auto Triage. </p><p><br></p><p><strong><span style="font-size: 12pt;">Do I need my own AI Connection? </span></strong></p><p>For anyone using this functionality on a Halo trial, you do not need your own AI connection. </p><p><br></p><p>However, once your trial instance is deployed to a production instance you will require your own AI connection. The buildout of the functionality will remain in your instance, but you will need to plug in your own AI connection to continue using this. For information on plugging in your own credentials see the section of this guide titled "Use AI Triage with your own AI connection". </p><p><br></p><p><strong><span style="font-size: 14pt;">How to use Halo's AI Triage Out of the Box</span></strong></p><p>AI Triage will run automatically on newly logged tickets that meet certain criteria including:</p><p style="margin-left: 20px;">- The ticket logged has the 'AI Triage ✨' field checked when being logged. This field is only visible to agents and on selected ticket types OOTB.</p><p style="margin-left: 40px;">OR</p><p style="margin-left: 20px;">- The ticket must be logged via email and have the ticket type 'Incident', 'Service Request' or 'Alert'</p><p><br></p><p>Lets see this in action. </p><p><br></p><p>In the figure 1 example an agent is logging a ticket and has enabled the 'AI Triage ' field.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU3ZDc4ZDMxLWI4NzItNDcwZC04OWUzLWI1YjI1OTc2OGQ4NiJ9.yPHuFLtRVXPtGoqROWSJnrCqbZQoSFub3el38TwA7NM" class="fr-fic fr-fil fr-dib" width="1306" style="width: 1308px; height: 718.637px;" height="719"></p><p><strong><span style="font-size: 10pt;">Fig 1. Logging a ticket with AI triage enabled.</span></strong></p><p><br></p><p>As this has been enabled, once the ticket is logged, AI triage will run automatically and update the ticket. </p><p><br></p><p>When run, the 'Category', 'Impact' and 'Urgency' fields on the ticket will be updated in line with the suggestions AI has made. An action will also be added to the ticket outlining the suggestions AI made for these fields. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhOWQzMWMwLWYzNTgtNGNhYi1iN2YyLWJmZDhkNzI5MjcxYiJ9.2Zwfpp--rLCYVKRZZA6DOfEoJSmQKHwrJFXm60tk_f0" class="fr-fic fr-fil fr-dib" width="1323" style="width: 1325px; height: 750.518px;" height="751"></p><p><strong><span style="font-size: 10pt;">Fig 2. AI triage applied to ticket. </span></strong></p><p><br></p><p>Now the ticket is triaged with a category, impact and urgency value before an agent has even looked at it. </p><p><br></p><p><strong><em>Note: OOTB the 'impact' and 'urgency' values will control the priority of the ticket's SLA. </em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">How this works</span></strong></p><p>When AI triage is run the following details are sent to Halo's OpenAI instance:</p><ul><li>A list of the default impact levels available OOTB</li><li>A list of the default urgency levels available OOTB</li><li>A list of your current category 1 values </li><li>The details of the ticket that was logged</li><li>A prompt for the AI model to suggest a category, impact and urgency for the ticket based on the information provided. </li></ul><p><br></p><p>The category, impact and urgency suggested are then extracted from the AI's response and used to update the fields on the ticket. </p><p><br></p><p><strong><span style="font-size: 12pt;">Categories</span></strong></p><p>The category list sent to AI is extracted directly from your category 1 values, found under Configuration > Tickets > Categorisation > Edit Category 1 Values.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUwMDJkZTEyLTgxOTktNGU2ZS1hYzM2LTNlMTQwOWM5YThhZSJ9.NEcw-M357fJM0qSr4AO-JUMFBWagAlAQef4LeAvF3ns" class="fr-fic fr-fil fr-dib" width="1165" style="width: 1167px; height: 559.63px;" height="560"></p><p><strong><span style="font-size: 10pt;">Fig 3. Edit Category 1 values.</span></strong></p><p><br></p><p>These values are pre-set OOTB in line with ITIL, therefore if you are looking to remain ITIL aligned you need not customise these, however if you have existing categories you would like to use <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2419" id="isPasted" target="_blank" rel="noopener noreferrer">these can be imported.</a></p><p><br></p><p>If your category list is not yet fully built out or mature enough for the AI model to find a suitable match, the AI will generate a new category value based on the ticket content and add it directly to your Category 1 list. This ensures that tickets are always triaged with a relevant category, even in early-stage deployments where category data is limited. Any AI generated category values can be reviewed and managed under Configuration > Tickets > Categorisation > Edit Category 1 Values.</p><p><br></p><p><strong><span style="font-size: 14pt;">Customising AI Triage</span></strong></p><p>AI Triage will work OOTB, however since this functionality uses runbooks it is possible to customise elements of the AI Auto Triage to tailor it to your needs. The following elements can be customised:</p><ul><li>When/How AI Triage runs</li><li>The prompt sent to the AI model to produce the category/impact/urgency suggestions</li><li>Which category/category values are used </li><li>The appearance/format of the 'AI Triage' action</li></ul><p><br></p><p>AI Triage uses a runbook present in your instance called 'AI Auto Triage', some elements of the runbook may need to be edited for customisation. This runbook can be found under configuration > Integrations > Custom Integrations > Integration Runbooks > AI Auto Triage. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0MTBkMGFiLTViN2MtNDE1NS04ZTlhLWEwZDg0MTcxMTIwNCJ9.WziwFtVSQJUvrY5E7mdmmiPKPXL8qtHH4tZzydvH7QA" class="fr-fic fr-fil fr-dib" width="1211" style="width: 1213px; height: 544.389px;" height="544"></p><p><strong><span style="font-size: 10pt;">Fig 4. AI Auto Triage Runbook.</span></strong></p><p><br></p><p><em><strong>Disclaimer: Having a base understanding of Runbooks is required for customisation. </strong></em></p><p><br></p><p><strong><span style="font-size: 12pt;">Customising which Tickets AI Auto Triage can run on</span></strong></p><p><span style="font-size: 11pt;">If you would like a ticket to be automatically triaged with AI you will need to enable the 'AI Triage ✨' field when logging the ticket. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To add this field to a ticket type head to Configuration > Ticket > Ticket Types > select a ticket type > Field List tab > add the field 'AI Triage'.</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0ZTMwZWYxLTQzNjktNDBjMC1hMzlhLTdhNDdiOTRiNDJlNCJ9.0yg9y_lx42qyaWzefle56wMR7d_iZKFmvhXKt2di6Fo" class="fr-fic fr-fil fr-dib" width="1113" style="width: 1115px; height: 615.713px;" height="616"></span></p><p><strong><span style="font-size: 10pt;">Fig 5. Add AI Triage field to ticket type.</span></strong></p><p><br></p><p>Once added, edit the field to set when this is visible. Ensure you set the field to be visible to agents when they are logging a ticket but not users, as shown in figure 6. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiZDcxYmRjLWE2NDgtNDM1Ny05MTE1LWRjMjI0YWY1OGFjZCJ9.r0Pcu2lD0SxgvMcq6_izBDP7GjxCG_2SX-CEg7TYnfk" class="fr-fic fr-fil fr-dib" width="626" style="width: 628px; height: 728.41px;" height="728"></p><p><strong><span style="font-size: 10pt;">Fig 6. Field visibility.</span></strong></p><p><br></p><p>Add this field to each ticket type you would like to be available to auto triage with AI. </p><p><br></p><p><strong><span style="font-size: 12pt;">Customise the prompt sent to the AI model to produce the category/impact/urgency suggestions</span></strong></p><p>The prompt given to the AI model when asking it to triage the ticket can be customised, useful if you would like to give the AI model more context surrounding the tickets. </p><p><br></p><p>The prompt can be found by heading to the AI Auto Triage runbook > Flow chart tab > Edit the page > Edit the step 'AI Evaluation Action'. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjZmY4NzQxLWE5MDEtNGI3OS04OTQyLWM3YWFiMGQyZjQ3ZiJ9.Ln41c1r7-ZZme-BlDhB6br_KyJNL80ayMO7h_Cmcfbk" class="fr-fic fr-fil fr-dib" width="1073" style="width: 1075px; height: 669.205px;" height="669"></p><p><strong><span style="font-size: 10pt;">Fig 7. Edit runbook step. </span></strong></p><p><br></p><p>From here use the 'Edit Method' button > Body tab, here you will see the body of the JSON request sent to Halo's OpenAI instance, this will include the prompt given to OpenAI. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzYjdhZmRkLTRlYzAtNGExZS05ZjhkLWQxMjQyYmNiNDY3NiJ9.HC7VRJNzBR2lK5I3JZd33eECg--VVldsPddllIbur6w" class="fr-fic fr-fil fr-dib" width="1343" style="width: 1345px; height: 719.884px;" height="720"></p><p><strong><span style="font-size: 10pt;">Fig 8. Request sent to OpenAi for Auto Triage.</span></strong></p><p><br></p><p>This prompt has been configured and tested to ensure the response from the AI model returns appropriate results in the correct format. If editing the prompt it is advised to only add to the prompt to give more context around your business and how you prioritise requests, rather than removing aspects of the prompt as this could result in invalid responses being returned by the AI model. The context section of the prompt can be found in the line highlighted in figure 9. You may need to edit the prompt if you have added/removed impact and urgency levels as the prompt states the available levels to choose from. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVlMjljNjcwLWRlNjctNGUyMS1iNTliLWRjNWNiN2Y1NjA2YyJ9.GrQl2iSM_UbgRhWO-h2YwoUV53HlnvHQGseAPZ9NhU4" class="fr-fic fr-fil fr-dib" width="1275" style="width: 1277px; height: 708.162px;" height="708"></p><p><strong><span style="font-size: 10pt;">Fig 9. Prompt with highlighted context section. </span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Customise which Category values are used</span></strong></p><p>By default values from Category 1 will be provided to the AI model to choose a category from when triaging. However, you can provide it with a different category list if required, category 3 for example. This could be useful if you would like to use a separate category for AI triage, rather than having AI populate your main category field. </p><p><br></p><p>To do this head to the AI Auto Triage runbook > Flow chart tab > Edit the page > Edit the step 'GET Categories Action'. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExZWRhZjA4LTRlYzAtNGNiMC05ZTNlLWJlZTIxYzlhOGEyMSJ9.k201PHSIg4yEB8rYIxuV0rSU30ZxtoyvN7aodtji8rg" class="fr-fic fr-fil fr-dib" width="880" style="width: 882px; height: 636.793px;" height="637"></p><p><strong><span style="font-size: 10pt;">Fig 10. Get Categories step. </span></strong></p><p><br></p><p>Here, you will need to adjust the query used to obtain categories from the database to ensure it obtain the category you would like to use. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmMTM2ZDM3LTEwMWQtNDk1Yy05YjRjLTVkOThjYzYyNGQxOSJ9.3hywqEXlxbtJANn6l2s56ftFD1YSMA_Dk8UfaPqrvic" class="fr-fic fr-fil fr-dib" width="1126" style="width: 1128px; height: 720.883px;" height="721"></p><p><strong><span style="font-size: 10pt;">Fig 11. Default Query used to get categories.</span></strong></p><p><br></p><p>If you would like to use Category 3 change the query in the 'SQL Script/Stored Procedure' field to:</p><div style="color: #000000;background-color: #fffffe;font-family: Consolas, 'Courier New', monospace;font-weight: normal;font-size: 14px;line-height: 19px;white-space: pre;" id="isPasted"><span style="color: #0000ff;">select</span><span style="color: #000000;"> STRING_AGG(CDCategoryName,</span><span style="color: #ff0000;">','</span><span style="color: #000000;">) </span><span style="color: #0000ff;">as</span><span style="color: #000000;"> [categories] </span><span style="color: #0000ff;">from</span><span style="color: #000000;"> categorydetail </span><span style="color: #0000ff;">where</span><span style="color: #000000;"> CDType </span><span style="color: #778899;">=</span><span style="color: #000000;"> </span><span style="color: #098658;">4</span></div><p><br></p><p><br></p><p id="isPasted">If you would like to use Category 4 change the query in the 'SQL Script/Stored Procedure' field to:</p><div style="color: #000000;background-color: #fffffe;font-family: Consolas, 'Courier New', monospace;font-weight: normal;font-size: 14px;line-height: 19px;white-space: pre;"><span style="color: #0000ff;">select</span><span style="color: #000000;"> STRING_AGG(CDCategoryName,</span><span style="color: #ff0000;">','</span><span style="color: #000000;">) </span><span style="color: #0000ff;">as</span><span style="color: #000000;"> [categories] </span><span style="color: #0000ff;">from</span><span style="color: #000000;"> categorydetail </span><span style="color: #0000ff;">where</span><span style="color: #000000;"> CDType </span><span style="color: #778899;">=</span><span style="color: #000000;"> </span><span style="color: #098658;">5</span></div><p><br></p><p>Now edit the 'Update Ticket' step of the runbook. Here, you will need to change the field that the Category suggestion updates as by default the suggestion is set to update Category 1. Edit the key in the JSON body highlighted in figure 12 to:</p><ul><li>"category_3" - If using Category 3</li><li id="isPasted">"category_4" - If using Category 4</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRjMzQyMGFmLWY0M2UtNDk5ZC04MjFkLTM5Mzg2YjE2YzYwNCJ9.8NTVuWgU8C8D4h97SPdFXvjTRtgB6cE3O0S9plsmRwE" class="fr-fic fr-fil fr-dib" width="1141" style="width: 1143px; height: 634.417px;" height="634"></p><p><strong><span style="font-size: 10pt;">Fig 12. Category key. </span></strong></p><p><br></p><p id="isPasted">Then, ensure you have the category field you are using added to the field list for your ticket type(s).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhNzAyNjRhLTI1ZjUtNDM3Mi1hMTczLTBlNzVmYTNjN2IxZiJ9.RnF50kM7rMtdwGNmZFt8vzS5xcyrrONsg9Hp3fEqzAw" class="fr-fic fr-fil fr-dib" width="1100" style="width: 1102px; height: 568.057px;" height="568"></p><p><strong><span style="font-size: 10pt;">Fig 13. Category added to ticket fields. </span></strong></p><p><br></p><p>Now, when AI Auto Triage is run, only the values from the chosen category will be used and the suggestion will update the chosen category field. </p><p><br></p><p><strong><span style="font-size: 12pt;">Customise the appearance/format of the 'AI Triage' action</span></strong></p><p>By default the AI triage action added to the ticket once triage is complete will look as shown in figure 14. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiOWFiZDVlLTIyNjgtNGY3Yi1hMGYzLTdjNTMwZjBjMTQ4OSJ9.sAif6IkXH73usit0Xxo3QGefcTfusLM9bV_Dksx7svw" class="fr-fic fr-fil fr-dib" width="934" height="225"></p><p><strong><span style="font-size: 10pt;">Fig 14. AI Triage Action. </span></strong></p><p><br></p><p>To customise how this looks head to the AI Auto Triage runbook > Flow chart tab > edit step 'Add action to ticket'. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5ZGU0OTJiLWVhNTAtNGU0YS1hYmJhLTkxOWMwZGQxMTMzZSJ9.wTu8zO7zebleDfSuBFH0xK6aI1DU5_Nq11j1MSdo1RM" class="fr-fic fr-fil fr-dib" width="1173" style="width: 1175px; height: 539.889px;" height="540"></p><p><strong><span style="font-size: 10pt;">Fig 15. Edit step 'Add action to ticket'.</span></strong></p><p><br></p><p>Here you will see the JSON body of the request sent to your Halo instance used to create this action. This body contains the HTML used to format the action. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhM2EyMTQ2LTY4M2QtNGUxYi05OTFiLWUxMGU3YzRkNWUzYiJ9.1IYyq_dSjtrQYL--0dRCZtqJ4PbM-MQz1to8yGGpXQE" class="fr-fic fr-fil fr-dib" width="1098" style="width: 1100px; height: 718.779px;" height="719"></p><p><strong><span style="font-size: 10pt;">Fig 16. HTML for AI Triage action. </span></strong></p><p><br></p><p>The HTML here can be customised to change how the action looks. </p><p><br></p><p><strong>Hide/show AI Triage action from User</strong></p><p>By default the AI Triage action is hidden from users, change this using the "hiddenfromuser" key. If you would like this action to be visible to users change this to '"hiddenfromuser": false'</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYzOWMzN2FhLWY5YzYtNDQxNS1hNmMwLWE0NjFhNTRiZDJkZiJ9.AT72tOpKCnu2yYTDt2BBsdxIpE23-aHd53nCk69xSKw" class="fr-fic fr-fil fr-dib" width="1085" style="width: 1087px; height: 704.443px;" height="704"></p><p><strong><span style="font-size: 10pt;">Fig 17. Control if action is hidden from user or not. </span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Download AI Auto Triage Runbook</span></strong></p><p>Once you have this file head to Configuration > Integrations > Custom Integrations > Integration Runbooks > New > Name the Runbook > save > Import from JSON. Paste the JSON from the file from our online repository and the runbook will be created. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyZDE2NGZmLWRmMjYtNGYwMi04MmE3LTk1YzJjMTdmMjgyOSJ9.MXtnIZwvcYHd62lLm4aO9k5XzGBkQkgU1RIspFqMyOo" class="fr-fic fr-fil fr-dib" width="641" height="339"></p><p><strong><span style="font-size: 10pt;">Fig 18. Import runbook from JSON. </span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Check the Runbook has Imported Correctly</span></strong></p><p>Once the JSON is saved your runbook will look as shown in figure 19. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjYzA2ZDM2LTQyYTgtNGNhZi1hMmYxLTRkM2YzZWM3ZDMwZiJ9.E4cV9qii0Zo7p199Ba77TKR70MbAJp4tPBZA193EpOA" class="fr-fic fr-fil fr-dib" width="1361" style="width: 1363px; height: 607.902px;" height="608"></p><p><strong><span style="font-size: 10pt;">Fig 19. AI Auto Triage Runbook</span></strong></p><p><br></p><p>Before completing additional configuration check the "AI Evaluation" step has uploaded correctly.</p><p><br></p><p>Edit this step and ensure the "Method" is set to be "Open AI Evaluation". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxOTI4NzFkLTMyMTMtNDlmNy1hMTU3LTRjMmIyMDVlYjE5YiJ9.o5uLX8uOooNlxltH49pyJiycqoQ5BM-9i3t_-AZu3Eo" class="fr-fic fr-fil fr-dib" width="668" style="width: 670px; height: 526.366px;" height="526"></p><p><strong><span style="font-size: 10pt;">Fig 20. Method set for AI Evaluation Step</span></strong></p><p><br></p><p>If this is set as shown in figure 20, you can move onto the next section, "Additional Configuration". </p><p><br></p><p>If this is not set, select the method from the list. If it does not show here you may need to add the method manually. </p><p><br></p><p><strong>Adding the AI Evaluation Method Manually</strong></p><p>To add the method manually select "New Method" on the "AI Evaluation" Runbook Step. </p><p><br></p><p>The method will need to be created with the following properties:</p><p><strong>Integration -</strong> OpenAI</p><p><strong>HTTP Method -</strong> POST</p><p><strong>Base URL -</strong> <a target="_blank" rel="noopener noreferrer noopener noreferrer" data-fr-linked="true" href="https://api.openai.com">https://api.openai.com</a></p><p><strong>Endpoint - </strong>/v1/chat/completions</p><p><br></p><p>As shown in Figure 21. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjMDExZDBhLWQ1MGQtNGI3YS1iNzA0LTZiOTA3N2M5NGU4ZiJ9.YF5wAXWkzsRznZbCrftnITilruzf_6lkvbobUuRTXGI" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 666.625px;" height="667"></p><p><strong><span style="font-size: 10pt;">Fig 21. AI Evaluation Method Body</span></strong></p><p><br></p><p>The method will also need the following JSON body, this can be copied from here and pasted into the "Body" tab of the method (ensure "JSON" is selected as the body type):</p><p data-pasted="true" style="margin-left: 20px;"><em>{</em></p><p style="margin-left: 20px;"><em> "model":"gpt-5-nano",</em></p><p style="margin-left: 20px;"><em> "messages": [</em></p><p style="margin-left: 20px;"><em> {</em></p><p style="margin-left: 20px;"><em> "role": "user",</em></p><p style="margin-left: 20px;"><em> "content": "You are given the initial summary and details of a support ticket submitted by a customer to their MSP. You are also provided with a predefined list of possible categories, impact levels, and urgency levels. Based on the ticket details, select the most appropriate category, impact, and urgency from the provided lists. The impact levels you can choose from are 1, 2 or 3, where 1 is the highest impact (defined by the number of people affected by the issue. I.e. 1 being company wide, 2 being multiple people, and 3 being just one person affect). The impact urgency you can choose from are 1, 2 or 3, where 1 is the highest urgency (defined as how quickly the request needs to be fulfilled). Possible category values will be provided as a comma seperated list in the following message. Please choose ONLY from the list of available categories, impact and urgencies. Return your response only as a JSON array object (wrapped with {}) in raw text with 'category', 'urgency', and 'impact' parameters and your corresponding suggestions (no explanations, no tags, no extra text, no formatting outside of JSON). Please ensure your response is accurate and follows these instructions exactly. Someone's business could be at risk if you do not accurately categorise and prioritise this request."</em></p><p style="margin-left: 20px;"><em> },</em></p><p style="margin-left: 20px;"><em> {</em></p><p style="margin-left: 20px;"><em> "role": "user",</em></p><p style="margin-left: 20px;"><em> "content": "Ticket Summary: <<ticket^summary!>>. Ticket Details: <<ticket^details!>>"</em></p><p style="margin-left: 20px;"><em> },</em></p><p style="margin-left: 20px;"><em> {</em></p><p style="margin-left: 20px;"><em> "role": "user",</em></p><p style="margin-left: 20px;"><em> "content": "<<sql_categories!>>"</em></p><p style="margin-left: 20px;"><em> }</em></p><p style="margin-left: 20px;"><em> ]</em></p><p style="margin-left: 20px;"><em>}</em></p><p><br></p><p>The method will also need the output variables shown in Figure 22 added. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhNjI0OTFhLTE1MWQtNDhlMC05YjRlLWM4YjMyY2QxMWJjNCJ9.hDnwJkq48E6yTmkVIMLotVl1w2QnT-HrgqDtAfc-kDI" class="fr-fic fr-fil fr-dib" width="1226" style="width: 1228px; height: 636.813px;" height="637"></p><p><strong><span style="font-size: 10pt;">Fig 22. AI Evaluation method Output variables</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Add output variables under the "Output Variables" tab. When adding ensure the name and value directly reflects the variables shown in Figure 22. </span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1MTFhN2EyLTNlYzEtNDJhOS1iZTFjLTA0YzBjMGNhZDZjMSJ9.bBfTvIcRcCETLvsXLvWx1hHbtRecivfj20VByPRUabY" class="fr-fic fr-fil fr-dib" width="520" style="width: 522px; height: 853.511px;" height="854"></span></strong></p><p><strong>Fig 23. Adding an output variable</strong></p><p><strong><br></strong></p><p><span style="font-size: 11pt;">If you need assistance creating this, please contact our support team (<a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="mailto:support@haloservicedesk.com" data-pasted="true">support@haloservicedesk.com</a>). <br></span></p><p><br></p><p><strong><span style="font-size: 12pt;">Additional Configuration </span></strong></p><p>Now you have the required runbook in your instance you will need to complete some additional configuration to ensure this runbook can be used. </p><p><br></p><p>First you will need to create a new ticket custom field called 'AI Triage ✨'. Custom fields can be made under Custom Objects > Custom Fields. This custom field will need the following properties:</p><ul><li>Entity = Tickets</li><li>Type of Field = Checkbox</li></ul><p><br></p><p>Leave all other custom fields settings as the default values. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBmMmRlYjA2LTRhODktNDhiOC04MzUwLTQzODlmOTQ0OTdhMiJ9.tkvuszvIXobZDcudykropHQj4OrGXSiIMpgJBujXsNc" class="fr-fic fr-fil fr-dib" width="858" style="width: 860px; height: 408.198px;" height="408"></p><p><strong><span style="font-size: 10pt;">Fig 24. AI Triage Custom field.</span></strong></p><p><br></p><p>Now under the 'Details' tab of the runbook created, add a trigger event.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxYjdlZjA0LWZkOTEtNGJhOC05ZjAzLTgwZjdiNzlmNDMzYSJ9._n3nEbOOvjwLnuwzG-DpQpAhgaX6klfZ8AuB31tjLQ4" class="fr-fic fr-fil fr-dib" width="1463" style="width: 1465px; height: 462.969px;" height="463"></p><p><strong><span style="font-size: 10pt;">Fig 25. Add trigger event.</span></strong></p><p><br></p><p>Ensure the event that triggers the runbook is 'New Ticket Logged' with the additional criteria 'AI Triage ✨'is equal to yes' as shown in figure 26. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3ZWRjYTg1LTllOGYtNGI0MS04N2M0LTQ3ZDdjNzc0MjFkNiJ9.1nH98zmqvZX1JTl42pgc2fbHcUAxeOi5i6x5Z-dp8R4" class="fr-fic fr-fil fr-dib" width="645" height="498"></p><p><strong><span style="font-size: 10pt;">Fig 26. Event to trigger AI Auto Triage. </span></strong></p><p><br></p><p>Now, the functionality is ready to use. Keep in mind AI Auto Triage setup in this way will only run when new tickets are logged that have the field 'AI Triage ✨' checked. </p><p><br></p><p><strong><span style="font-size: 14pt;">Use AI Triage with your own AI Connection</span></strong></p><p>Once your Halo trial has been deployed to a production instance you will no longer be able to use this functionality without your own AI connection. You will need to integrate your instance with one of the following: </p><ul><li>Azure OpenAI</li><li>OpenAI</li></ul><p>For information on setting up your own AI connection checkout <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2385" data-pasted="true">Connecting AI to Halo</a>.</p><p><br></p><p>Once you have plugged your own AI credentials into your instance you will need to ensure the AI Auto Triage runbook uses these credentials. </p><p><br></p><p>Head to Configuration > Integrations > Custom Integrations > Integration Runbooks > AI Auto Triage > Flow Chart tab > edit the step "AI Evaluation" Edit Method. Here, in the "Integration" field, select the AI integration you are using, OpenAI or Azure OpenAI. This will be set to use OpenAI by default. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyZjc1ZjZiLTc4NWEtNGQwMi04YTU1LWI2OTdjMGVlNjFmYyJ9.uhMwNtmG-BFNbbse3Ad5VaP0i60UBfGxV96xEd9Eags" class="fr-fic fr-fil fr-dib" width="1280" style="width: 1282px; height: 302.192px;" height="302"></p><p><strong><span style="font-size: 10pt;">Fig 27. Select AI integration</span></strong></p><p><br></p>
