<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 a Project?</strong></p><p><strong>- Ways of Creating Projects</strong></p><p><strong>- Example Overview of a Project</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is a Project?</span></strong></p><p data-pasted="true">Projects are used to track progress on larger objectives that require several smaller steps to be completed.</p><p><br></p><p>A project consists of a main objective and its associated sub-tasks, known as project tasks. These project tasks, represented as child tickets, break down the main project into manageable actions. Each task can then be assigned to the appropriate agent for completion.</p><p><br></p><p>The hierarchy of projects and project tasks is defined by specific "Use" settings assigned to their ticket types.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmMmQwZDYyLWY4NmItNDliMi05OTM5LWE0MDZlODdjMWQxNyJ9.Ceva2LdkSkbxjWs4bxrRRllbWcZRm78_n_IkeTNmv1k" class="fr-fic fr-fil fr-dib" width="604" height="538"><strong><span style="font-size: 10pt;">Fig 1. Project hierarchy.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Ways of Creating Projects</span></strong></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Creating Projects Manually</span></strong></p><p data-pasted="true">Projects are typically created manually when a non-standard project is being completed. To log a new project manually, head to the "Projects" module in the navigation pane and click "New". This will bring up the new ticket screen, defaulting the ticket to a project ticket. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlYzM2ZTg4LTQ4MTctNDllZS04ZDNlLWRhMzZhM2IxOGJkZiJ9.wItLLYZDXqyKgt5h-Fnc5qrLOc1n4QbLQQ0yil5wbus" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 577.156px;" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 2. Manually logging a standard project ticket.</span></strong></p><p><br></p><p data-pasted="true">Once the project ticket is logged, you can add the tasks to the project. This is done using an action with the system use of "Create Child Ticket" using your project task ticket type.</p><p><br></p><p><strong><span style="font-size: 12pt;">Creating Projects using a Project Template</span></strong></p><p data-pasted="true">If you have some standardised Projects, you can create Templates for the Project Tickets, and apply this template to a Project Ticket each time it is logged. This saving you logging the Project details and tasks manually. </p><p><br></p><p data-pasted="true">You can create <a href="https://usehalo.com/haloitsm/guides/2029" target="_blank" rel="noopener noreferrer"><strong>Project Templates</strong></a> that will apply a list of defaults, values, a To-Do List and create project tasks against the ticket. These are useful for repeated scenarios you would create a project for, such as a software upgrade or onboarding/offboarding.</p><p><br></p><p>Criteria can be set against these project tasks to only create in certain circumstances, such as if a certain option is set on a custom field, or after another task is completed and closed. This allows creation of only the relevant tasks to the specific case.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA3YjEyYWRhLWM1M2MtNGJkZC04Yzk5LWVmYzgzM2VhNWZhNSJ9.8K700OVljsA36UMWNHQbPYhZtrViRkvenU_WZ3XeMkI" width="1214" style="width: 1216px; height: 389.089px;" height="389" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 3. Project template. </span></strong></p><p><br></p><p><a href="https://usehalo.com/haloitsm/guides/1780" target="_blank" rel="noopener noreferrer"><strong>To-do lists</strong></a> can be added as part of a project template, but also added separately manually. To-do list items can be grouped and a to-do list group can then be added to tickets to add these all together.</p><p><br></p><p>To-do list groups can also be made customer-specific if there are specific steps only for a certain customer.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYzYjc3MmM0LWY1ZWEtNDZiNS1iNGYzLWFkZGM4MTE2ZjU1YyJ9.AoPAAlnUqjTVtxNTcV6cLomxRZFm_4yvMktYwhpYWqU" width="508" height="540" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 4. To-do list group.</span></strong></p><p><br></p><p>The template can be set against the project via the "Apply a Template" button on the new ticket screen. This will set the defaults against the ticket, and when logged the defaults will be applied to the ticket.</p><p><br></p><p>Templates can also be applied via automation such as <a href="https://usehalo.com/haloitsm/guides/1923" target="_blank" rel="noopener noreferrer"><strong>ticket rules</strong></a>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhYTZkYThiLWFjODAtNDRjMC1iODdkLWE0ZDVhNDJjYmRlYyJ9.iEHZyadNO9Gh0KIlc6mlT6Vtd0FRqMAJcqiS81BtGiU" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 573.865px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 5. Project logged with a project template.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Example Overview of a Project</span></strong></p><p data-pasted="true">This example will cover an overview of the OOTB functionality in ITSM trials as of December 2025. This can all be re-created within instances of any product, so can be used as a basis of what could be achieved within your own system. We will then cover the key configuration options you may want to use.</p><p><br></p><p><strong><em>Note: If you have any further questions on achieving any of the below, please have a look at the dedicated guide on that functionality or contact support.</em></strong></p><p><br></p><p>Clicking into the "Projects" area, we see the overall view from custom lists and a custom dashboard. Dashboards can be added to column profiles instead of using the standard table view, allowing you to customise the view with anything that can be reported on and added to a widget.</p><p><br></p><p>Within a column profile, an option is available for "Use a dashboard instead of columns in table view" in the "Dashboard" dropdown.</p><p><br></p><p><strong>Features used here:</strong></p><p><br></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1936" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Column Profiles</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1249" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Halo In-App Dashboard</strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1934" target="_blank" rel="noopener noreferrer">Ticket Lists</a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1933" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Ticket Views</strong></a></li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlNjI5MmJkLTFjOGUtNGViMy1hNDRlLWEyOWZlMWVhMjFkZSJ9.vWVTjiqyy-ni-AAn70dlM4puhj0WO-nRo15bZb5uRH0" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 575.755px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 6. Customised project view.</span></strong></p><p><br></p><p>Clicking into the ticket first shows a "Project Overview", which has been created with a ticket dashboard. Widgets show the key information about the project at a quick glance, such as details of the project and any outstanding tasks.</p><p><br></p><p><strong>Features used here:</strong></p><p><strong><br></strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1875" target="_blank" rel="noopener noreferrer"><strong>Ticket Dashboards</strong></a></li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5YmE5ZjA4LTk1ZDMtNDI3My1iMGExLWUyMzE2NGIzOTcyZiJ9.mPxg7Nwzwh1osKiOIqKQ_oe-JRhcRdHjv5kmGjy-vxc" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 578.137px;" height="578"></p><p><strong><span style="font-size: 10pt;">Fig 7. Project overview dashboard tab.</span></strong></p><p><br></p><p>A custom tab for "Risk" has been added with a custom table contained within it to track risks associated with the project. This can help see the risks at a glance in order to decide how to best mitigate them.</p><p><br></p><p><strong>Features used here:</strong></p><p><br></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/2037" target="_blank" rel="noopener noreferrer" style="font-weight: bold;">Custom Tables</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2039" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Custom Tabs</strong></a></li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhNGI2ZGFkLWYyM2QtNGM2OS1hNTFiLTYyOTY5OWUzMDdjMiJ9.j0ixZWnK7TidKcZOT6Wt9F5r9NlSVg3xrztm0T8lw1s" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 574.663px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 8. Risk custom table.</span></strong></p><p><br></p><p data-pasted="true">Budgets are used to internally track time/money spent across all Project Tasks under a Project. Multiple Budget types can be created and added to a Project, then Project Tasks can be attributed to a Budget type to allow for the time added, per Task, to chip away at the estimated value provided when creating a Project.</p><p><br></p><p>Budget types can be created in Configuration > Project Management > Budgets with a default number of hours/rate against them.</p><p><br></p><p><strong>Features used here:</strong></p><p><br></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2027/" target="_blank" rel="noopener noreferrer"><strong>Budgets</strong></a></li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1NGJmZDk4LWUwYzEtNDRlNi1iMzc3LTAwMmU2OTcyOGNmZSJ9.NL6SrID-z1QfepyvHsKyv1XyAwGcWUTTAXHkm_rRV9E" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 572.623px;" height="573"></p><p><strong><span style="font-size: 10pt;">Fig 9. Budgets table.</span></strong></p><p><br></p><p>The following tab shows all of the project tasks that have been linked as child tickets of the project, using Kanban View to see each task by status. This can be defaulted against the ticket type by "Default list type for child Tickets" in the "Settings" tab.</p><p><br></p><p><strong>Features used here:</strong></p><p><br></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/966" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Parent and Child Tickets</strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2404/" target="_blank" rel="noopener noreferrer">Project Hierarchies </a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1933" target="_blank" rel="noopener noreferrer">Ticket Views</a></li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5NjAwODU5LThlZjQtNGQ2My05NTA1LTYwNjFiZWE5ZWJiMCJ9.XhFvYj96oBkRHNVhCl-FyjRbzKZZCGIvfZQnPD_fheY" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 573.729px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 10. Linked project tasks.</span></strong></p><p><br></p><p>The project tasks have now been linked as child tickets to the parent project, assigned to the relevant team and agent for prompt completion.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczMjg1MTRlLTQ0OTQtNGU1Mi1hZjZlLTllYWVhNmQ4ZDdmYyJ9.hhEkpnx5fnwM9qahGKo3xchoKZ7np7_fLaw8yA8xym0" class="fr-fic fr-fil fr-dib" width="1209" height="831"></p><p><strong><span style="font-size: 10pt;">Fig 11. Project task.</span></strong></p><p><br></p><p>Milestones are a feature unique to project tickets. They represent significant checkpoints or events in the project's completion timeline. Target start and end dates can be set per milestone, and dependencies can be set between milestones if one needs to be completed before the next can begin.</p><p><br></p><p>Project tasks can be associated to a certain milestone to categorise and prioritise their order.</p><p><br></p><p><strong>Features used here:</strong></p><p><strong><br></strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2032/" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Milestones</strong></a></li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlMDgwNDY5LWRhMjAtNDI2Yy05ZGYwLTM4MjZmNzliYzhiMCJ9.5l_G-B2uzE1Xu1DTvOfvWydrLsHI5bXgKXGdMaStow8" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 575.008px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 12. Project milestones.</span></strong></p><p><br></p><p>Forecasting is another feature unique to project tickets. It is a way of allocating expected time for the duration of the project. Tiles are displayed per agent and are coloured based on the set time as a proportion of available time (based on shifts/work hours).</p><p><br></p><p>Forecasting is enabled per ticket type in the "Settings" tab, and the proportion percentages and colours can be customised in Configuration > Project Management > General Settings.</p><p><br></p><p><strong>Features used here:</strong></p><p><strong><br></strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2033" target="_blank" rel="noopener noreferrer"><strong>Planning and Forecasting</strong></a></li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyZDJmZmIwLTk4NTUtNDg0My1hYzE4LTdjZTJlNWU4ZWI3MyJ9.r1hFPgc72u_I0JDfQDjhM1YaMf932OdLZEMmF49dfeU" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 573.729px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 13. Forecasting tab.</span></strong></p><p><br></p>
