<style> .chartjs-size-monitor { display: none !important; height: 0 !important; overflow: hidden !important; }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 Halo's AI Suggested Resolution?</strong></p><p><strong>- How does Halo's AI Suggested Resolution work?</strong></p><p><strong>- Setting Up AI Suggested Resolution</strong></p><p style="margin-left: 20px;"><strong>- Creating The AI Ability</strong></p><p style="margin-left: 20px;"><strong>- Creating The Runbook</strong></p><p style="margin-left: 20px;"><strong>- Configuring The Ticket Type</strong></p><p><strong><br></strong></p><p><strong>Related Guides</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://www.usehalo.com/guides/2776" target="_blank" rel="noopener noreferrer" style="font-weight: bold;">AI Abilities</a></strong></li><li style="font-weight: bold;"><a href="https://www.usehalo.com/guides/1630" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Custom Integrations/Runbooks</strong></a></li></ul><p><br></p><p><strong data-pasted="true"><span style="font-size: 14pt;">What is Halo's AI Suggested Resolution?</span></strong></p><p>Halo's AI Suggested Resolution process uses an AI Ability to process the details of a new ticket and use data from related knowledge base articles, and similar existing tickets, to provide an in-depth suggested resolution to the technician working the new ticket. This helps to improve the efficiency of ticket handling, and the speed with which it can be resolved, by eliminating the need for technicians to review previous tickets and knowledge base articles themselves.</p><p><br></p><p>If you have a HaloITSM environment that was deployed after August 28th 2026, then this process will be pre-built in your system and ready to use without any further configuration. </p><p>If you have a HaloITSM environment that was deployed before this date, or you have an instance of another Halo product (PSA, CRM, CSM), then you will need to set up the process using the "Setting Up AI Suggested Resolution" section of this guide.</p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">How does Halo's AI Suggested Resolution work?</span></strong></p><p>The process is driven by a runbook prompting an AI Ability.</p><p>By default, this process is triggered by a new incident ticket being logged in the system. In Figure 1, a new Incident has been logged regarding outlook issues. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwMWIzNDYxLTdiMTYtNGIwMy1hMDFmLWQ5NTA4ODk3ODgyZSJ9.HzawCoT1yRpWZo8rB4OIs5OgpIPAp6tQQYRm1OuMCys" class="fr-fic fr-fil fr-dib" width="831" style="width: 833px; height: 534.387px;" height="534"></p><p><strong><span style="font-size: 10pt;">Fig 1. A new Incident ticket</span></strong></p><p><br></p><p>As soon as this ticket is logged, a runbook labelled "Halo AI - Suggested Resolution" is triggered to run. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4YzUyMWJkLTY4NjktNGE1ZC04NTQzLWQzYWQ4NTQ2YTIwZCJ9.Oi8cOWgwVoNMyzljxCEzp0o-SSVcPLX93oZJDxesunE" class="fr-fic fr-fil fr-dib" width="839" style="width: 841px; height: 546.227px;" height="546"></p><p><strong><span style="font-size: 10pt;">Fig 2. The AI Suggested Resolution Runbook</span></strong></p><p><br></p><p>As you can see in Figure 2, the third step of this runbook prompts the "Grounded Suggested Resolution" AI ability. </p><p>This ability is used to prompt an AI model to read the details of the new ticket, and then use similar tickets and related knowledge base articles to produce a resolution that would be useful for a technician. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxM2M4OTZjLWZlMzEtNDQ1NS05ODdkLWMwNjBhY2ViMjFhMyJ9.IEwN6ZpuvA1qZFOOKw_DHvLj21UORVEQEfRM8xGyHDY" class="fr-fic fr-fil fr-dib" width="846" style="width: 848px; height: 579.097px;" height="579"></p><p><strong><span style="font-size: 10pt;">Fig 3. The "Grounded Suggested Resolution" AI ability triggered by the runbook</span></strong></p><p><br></p><p>The response returned from this AI ability is posted to the AI insights tab of the new ticket, which the assigned technician can then reference to help action the ticket efficiently and effectively. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE2MGRkMzEzLTJmNzEtNDQxYS05NTM2LWNlNDkwOTRlZDQ2ZiJ9.9oQO0H9mfQo-dQ0jomk7phKTAeqUJmBklVFF0aMQWzg" class="fr-fic fr-fil fr-dib" width="921" style="width: 923px; height: 678.42px;" height="678"></p><p><strong><span style="font-size: 10pt;">Fig 4. The suggested resolution from the AI ability is posted to the new ticket</span></strong></p><p><br></p><p>As mentioned in the introduction to this article, if you have a HaloITSM environment that was deployed after August 28th 2026, then this process is pre-built in your instance using Halo's default AI connection and does not require any additional configuration. If you have a Halo ITSM environment that was deployed before August 28th 2026, or you have a HaloPSA, HaloCRM, or HaloCSM environment, then you will need to build this process into your environment using the following section of this guide. </p><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>Setting Up AI Suggested Resolution</strong></span></p><p>The setup for the AI Suggested Resolution Process consists of creating an AI ability, creating a runbook, and then ensuring the correct field is on your ticket type(s). </p><p><br></p><p><strong><span style="font-size: 12pt;">Creating The AI Ability</span></strong></p><p><strong><em>Note: If you are operating on version 2.250 or later, then this AI ability will be automatically created and set up for you if you download the runbook from the online repository.</em></strong></p><p><br></p><p>To create the AI Ability for this process, navigate to Configuration > AI > Feature Library, and select the "AI Abilities" button in the "Runbook Features" section of the page. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwODEwZDJlLWQ2YTgtNDZlYi04ODVjLWM3NjFiZDY4MTIzYyJ9.AiL9i7XiTv624Z2oWIZr0hyotbPyT9QVjpfbpI0dJFE" class="fr-fic fr-fil fr-dib" width="830" style="width: 832px; height: 599.733px;" height="600"></p><p><strong><span style="font-size: 10pt;">Fig 5. The AI Abilities configuration area</span></strong></p><p><br></p><p>In this area you have the ability to create new AI abilities and view existing ones. To create a new ability, select the "+ New" button in the top right corner. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjNmMwYzJlLTAwYjQtNDdhMC1iYTA3LWM4ZWEyNTBkODQ0YyJ9.iDM8YdqGMXTjEK6ssEKse0yq6GRbAjPW-nZCVenzZEg" class="fr-fic fr-fil fr-dib" width="784" style="width: 786px; height: 662.586px;" height="663"></p><p><strong><span style="font-size: 10pt;">Fig 6. Creating a new AI ability</span></strong></p><p><br></p><p>Give your new ability a recognisable name and then configure the AI connection. You can use Halo's built-in OpenAI connection for this, or you can use your own OpenAI or Bedrock connection if you would prefer. For more information on the different AI connection options, see the dedicated guide: <a href="https://www.usehalo.com/guides/2385" target="_blank" rel="noopener noreferrer" data-pasted="true">Connecting AI to Halo</a>.</p><p><br></p><p>The instructions used in pre-built environments are attached to this article as a file labelled "suggested resolution ability instructions". To use these instructions for your AI ability, download the file and copy all text within the file. </p><p>Paste the copied instructions into the "Instructions" box of your ability. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2ZjhkYjFjLTg5OWQtNGUwMC05NzgwLTM5ZjE5YTNmN2E0OSJ9.yJkJ2iOoK-fJumDYtBNYNxi8c8F1sxM0KeWCCoCgjGc" class="fr-fic fr-fil fr-dib" width="857" style="width: 859px; height: 391.221px;" height="391"></p><p><strong><span style="font-size: 10pt;">Fig 7. AI Settings for the AI Ability</span></strong></p><p><br></p><p>These instructions instruct the following:</p><ul><li>Analyse the new ticket's details in addition to the details of similar matched tickets and up to 5 related knowledge base articles.</li><li>Produce the outputted JSON response in clean HTML and keep the response concise.</li><li>The response should be formatted into three sections: suggested resolution and recommended actions, pattern insights, matched tickets and knowledge base articles.</li></ul><p>If you would like to customise this ability at all, then these instructions are your opportunity to do so. You may wish to edit the instructions in order to make the resulting output more aligned with your company's processes.</p><p><br></p><p><strong><em>Note: If you write completely new instructions, ensure you still include the input variables for providing the AI model with the context of the ticket or that you create new variables to provide your chosen data. To learn more about creating input variables for AI abilities, see the "Using Variables in the Prompt" section of this guide: <a href="https://www.usehalo.com/guides/2776" target="_blank" rel="noopener noreferrer">AI Abilities</a>.</em></strong></p><p><br></p><p>You should enable the "Force JSON response" checkbox setting below the instructions field.</p><p><br></p><p>In the "Input Variables" section, if using the pre-built instructions, you will need to create four input variables:</p><ul><li>TicketDetails (string, non-mandatory)</li><li>TicketInformation (string, non-mandatory)</li><li>KnowledgeBaseInformation (string, non-mandatory)</li><li>InstanceURL (string, non-mandatory)</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhNjRkNTdlLTdiOWItNGRmYi04YmEwLTAyM2MxNTJhMjg2MSJ9.LHGuNytjInkS4lXFEEqNWeIMHyCm1Gv5sh86Rmx9A-g" class="fr-fic fr-fil fr-dib" width="785" style="width: 787px; height: 371.419px;" height="371"></p><p><strong><span style="font-size: 10pt;">Fig 8. Input variables for the AI Ability</span></strong></p><p><br></p><p>These input variables are how the ticket and article data is provided to the AI model, and they are populated by the runbook step that triggers the AI ability.</p><p><br></p><p><strong><span style="font-size: 12pt;">Creating The Runbook</span></strong></p><p>To set up the runbook in your Halo environment, navigate to Configuration > Integrations > Custom Integrations > Integration Runbooks. You can then either download the "Halo AI - Suggested Resolution" runbook from the online repository by selecting the globe icon in the top right, or you can select the "Import from JSON" button to import the Runbook using the JSON in the file attached to this articled labelled "suggested resolution runbook JSON". </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0YmVjZGIxLWJkNzYtNDgyYy1iMjVlLWVhYjlkM2UzOTQzYiJ9.SgOEMGNdc6KIPIsOqyRAQ5DzCvpcBKO7iAZKYceoK6s" class="fr-fic fr-fil fr-dib" width="722" style="width: 724px; height: 441.035px;" height="441"></p><p><strong><span style="font-size: 10pt;">Fig 9. Create the suggested resolution button by importing the JSON (green) or by downloading it from the online repository (red)</span></strong></p><p><br></p><p>Once the runbook has successfully downloaded/imported, the "Halo AI - Suggested Resolution" runbook will appear in the list. </p><p>Click into the runbook and navigate to the "Flow Chart" tab. Edit the runbook and then edit the third step labelled "Grounded Suggested Resolution". </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhMGNkOWYwLTAxNTgtNGZmOC04ZDM2LTQ4ZjRkMzdiMDdiYyJ9.gT-xPsgTCqurAv5Y-F8ATVs-I7_3gloZhEXo0qezBY8" class="fr-fic fr-fil fr-dib" style="width: 905px; height: 496.658px;" width="1347" height="740"></p><p><strong><span style="font-size: 10pt;">Fig 10. Editing the runbook</span></strong></p><p><br></p><p>Select your newly created AI ability as the ability to be triggered in this step, the instructions will populate dynamically.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjZTg3OGVhLTg3MTQtNGQ4Zi1iOGQzLTE2YzhjOWYzNGQ3YyJ9.YOU2Xn_OR6gADQUa8FBTSpwRN3xowvgyI8PGBgXIEgg" class="fr-fic fr-fil fr-dib" width="865" style="width: 867px; height: 547.396px;" height="547"></p><p><strong><span style="font-size: 10pt;">Fig 11. Set the AI ability in the runbook step</span></strong></p><p><br></p><p>If you created different input variables for your AI ability, then you will need to edit the input variables table visible in Figure 11 to reflect your variables, and provide the correct values for those variables. For more information on this, see the main guide on <a href="https://www.usehalo.com/guides/2776" target="_blank" rel="noopener noreferrer">AI Abilities</a>.</p><p><br></p><p><strong><em>Note: If you are downloading the runbook from the online repository on version 2.250 or later, this will also automatically create the AI ability for you and add it to the runbook step.</em></strong></p><p><br></p><p>Save the step and then save the runbook. </p><p><br></p><p>In the "Details" tab of the runbook there is the "Events" section where you can set the runbook's trigger. In pre-built environments, this trigger is whenever a new incident ticket is logged. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViZjY4M2I2LTkxOGEtNDg3MS1iYzg0LTc2NjliYjBkMDk3YSJ9.mGhWUhyEYMu1dUI91ti_U_fNhxzaz_6V3iSCst4uV8w" class="fr-fic fr-fil fr-dib" width="832" style="width: 834px; height: 316.13px;" height="316"></p><p><strong><span style="font-size: 10pt;">Fig 12a. The event trigger for the runbook</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5Y2ZjMzJjLWQ2ZTQtNDlkNy1hOTVlLWIxYTRlY2UwMTMxNCJ9.32lypxnK998bpvODmxZq8P0zIEtBq65kAKyZHO1p_F4" class="fr-fic fr-fil fr-dib" width="691" style="width: 693px; height: 411.132px;" height="411"></p><p><strong><span style="font-size: 10pt;">Fig 12b. The criteria for the event trigger</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Configuring The Ticket Type</span></strong></p><p>The final step of the process is to ensure the correct field is on your ticket type. </p><p><br></p><p>By default, the runbook posts the response from the AI ability into the "AI Suggested Resolution" ticket field. </p><p><br></p><p>Navigate to your ticket typet via Configuration > Tickets > Ticket Types and add this field into your ticket type's field list, ensuring that it is visible to agents on the ticket details. </p><p>In pre-built environments, it is included in the AI Insights field group.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0ZWVhZjlkLWJkODctNDFkZS1hY2E0LTAwZTJhY2Y5NTY2YyJ9.HEqjBqf0GkpA-u6Eha0Z6Pw70kDtknI0Z08OXSw3Ub4" class="fr-fic fr-fil fr-dib" width="849" style="width: 851px; height: 573.547px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 13. Add the AI Suggested Resolution field to the ticket type</span></strong></p><p><br></p><p>Save the ticket type once the field list is configured. </p><p>Once this is done you have completed the set up of your AI Suggested Resolution process. </p>
