<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><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- What is Halo's Smart Handover Review?</strong></span></p><p><span style="font-size: 11pt;"><strong>- How does it work?</strong></span></p><p><span style="font-size: 11pt;"><strong>- Setting up Smart Handover Review</strong></span></p><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><strong>Related Guides</strong></span></p><ul><li style="font-size: 11pt; font-weight: bold;"><strong><a href="https://www.usehalo.com/guides/2776" target="_blank" rel="noopener noreferrer" style="font-size: 11pt; font-weight: bold;">AI Abilities</a></strong></li><li style="font-size: 11pt; font-weight: bold;"><a href="https://www.usehalo.com/guides/1630" target="_blank" rel="noopener noreferrer" style="font-size: 11pt; font-weight: bold;"><strong>Custom Integrations/Runbooks</strong></a></li></ul><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>What is Halo's Smart Handover Review?</strong></span></p><p><span style="font-size: 11pt;">The smart handover review is a process by which the current state of a ticket is evaluated by AI at the point of reassignment. This intelligent evaluation is posted to the ticket as a way of providing context to the Agent to whom the ticket has been re-assigned in order to help them action the ticket effectively and efficiently. </span></p><p><span style="font-size: 11pt;"><br></span></p><p data-pasted="true"><span style="font-size: 11pt;">If you have a HaloITSM environment that was deployed <strong>after </strong>August 28th 2026, then this process will be pre-built in your system and ready to use without any further configuration. </span></p><p><span style="font-size: 11pt;">If you have a HaloITSM environment that was deployed <strong>before </strong>this date, <strong>or </strong>if 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.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>How does it work?</strong></span></p><p><span style="font-size: 11pt;">In Figure 1, there is an existing ticket on the service desk that needs to be re-assigned, the "Re-Assign" action is used to do so. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyNTc5ODc3LTNiNGYtNGU4Yy1hNGNiLTc4Yzk5ZmIxY2Q4MiJ9.rU6hwjZZEtvaMS6wMf9Suv84n4MlhLfUVFcmhEuf4ls" class="fr-fic fr-fil fr-dib" width="771" style="width: 773px; height: 560.37px;" height="560"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. A ticket is re-assigned to a new agent using the "Re-Assign" action</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This action triggers a custom integration runbook called the "Halo AI - Smart Handover Review". </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkYTJmZTcwLTQ4OTEtNGNiNC1hMzk0LTc2NzlmYmY4MTZiNCJ9.smS0gpYgNMjI7HsYdeZgEehbaWx8HJNA04rRLK6IMrc" class="fr-fic fr-fil fr-dib" width="749" style="width: 751px; height: 462.785px;" height="463"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. The Halo AI runbook triggered by the re-assignment</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">As you can see in Figure 2, an AI ability is leveraged <span style="font-size: 11pt;" data-pasted="true">in the second step of the runbook </span>to analyse the progress of the ticket that is retrieved in the first step. </span></p><p><span style="font-size: 11pt;">Step 3 of the runbook then posts <span style="font-size: 11pt;" data-pasted="true">the analysis that is returned by the AI ability</span> into the ticket in the form of a handover note.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiMDJmZmI0LTY3M2UtNDg1NS1iMDI3LTE2Yjk1N2JlMWYyMCJ9.djCwHoOzWWSFdOt7ky9URLG3IiccRtxbvHZto5T2XGg" class="fr-fic fr-fil fr-dib" width="844" style="width: 846px; height: 616.137px;" height="616"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. The analysis from the AI ability is posted into the ticket</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This intelligent analysis can then be used by the newly assigned agent to action the ticket effectively and with context, helping to eliminate the 'back and forth' feeling that a user can feel when their ticket is passed between technicians. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Setting Up Smart Handover Review</strong></span></p><p><span style="font-size: 11pt;" data-pasted="true">As mentioned in the introduction to this article, if you have a HaloITSM environment that was deployed <strong>after </strong>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 <strong>before </strong>August 28th 2026, <strong>or </strong>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. </span></p><p><br></p><p><span style="font-size: 11pt;">The setup for this process composes of an AI ability and a runbook, foundational understanding of both is assumed. To learn more about AI abilities or runbooks, visit our </span><span style="font-size: 11pt;"><a href="https://university.usehalo.com/" target="_blank" rel="noopener noreferrer">University</a></span><span style="font-size: 11pt;"> or see the relevant guides: </span><span style="font-size: 11pt;"><a href="https://www.usehalo.com/guides/2776" target="_blank" rel="noopener noreferrer">AI Abilities</a></span><span style="font-size: 11pt;"> & </span><span style="font-size: 11pt;"><a href="https://www.usehalo.com/guides/1630" target="_blank" rel="noopener noreferrer">Custom Integrations/Runbooks</a></span><span style="font-size: 11pt;">.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Creating The AI Ability</strong></span></p><p><span style="font-size: 11pt;"><strong><em>Note: This section assumes you are creating this process manually (not by downloading the runbook from the online repository) or that you are on a version earlier than version 2.250. If you are operating on version 2.250 or later, then this AI ability will automatically be created and set up for you if you download the runbook from the online repository.</em></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The AI ability will be the intelligent piece of your handover process, and will be the part that actually generates the handover details. As you will set the ability to be triggered by a step in the a runbook, it is best to create the ability first.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To create a new AI ability, navigate to Configuration > AI > Feature Library > AI Abilities, and select the "+New" button in the top right corner. </span></p><p><span style="font-size: 11pt;">Give your new ability a recognisable name and configure the AI connection, you can use the built-in OpenAI connection or your own connection if you would prefer. For more information on the AI connections, see this guide: <a href="https://www.usehalo.com/guides/2385" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">Connecting AI to Halo</a>.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1ZTMyMjU0LTU1MTAtNDhiOS04M2E3LWUxYTFmMDBkYmVjOSJ9.BnTch8kY0FGdeH63ydj-TZq7cvDBIjbWKzq8rhkMQA0" class="fr-fic fr-fil fr-dib" width="604" style="width: 606px; height: 511.502px;" height="512"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Initial configuration of a new AI ability</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If you would like to use the same instructions used in pre-built environments for the ability's instructions, you can download the "Handover Ability Instructions" file attached to this article and copy and paste all text from within this file <span style="font-size: 11pt;" data-pasted="true">into the instructions field</span>.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The instructions instruct the following:</span></p><ul><li style="font-size: 11pt;">Read the ticket notes in order and evaluate the current standing of the ticket.</li><li style="font-size: 11pt;">Do not infer anything, only use the ticket data provided.</li><li style="font-size: 11pt;">Only provide a 'next step' for the new agent if that next step is provided in the ticket data.</li><li style="font-size: 11pt;">Summarise only significant events.</li><li style="font-size: 11pt;">Construct a factual and concise handover brief for a colleague using the provided formatting rules.</li></ul><p><span style="font-size: 11pt;">If you would like to customise your handover review process, these instructions are your main opportunity to do so. You may want to edit the instructions to tailor it towards your company's handover processes in order to make the review as beneficial and accurate as possible. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong><em>Note: If you create new instructions, ensure the input variables are included for providing the AI model with the context of the ticket or that new variables are created 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" style="font-size: 11pt;">AI Abilities</a>.</em></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once the instructions are pasted in, you should enable the setting below the instructions that forces a JSON response. It is important to enforce this to ensure that the AI's response can be properly extracted by the runbook. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1M2U1MmEzLTgzNTctNDUwZC1iYmFhLTM4ZTg1MTE3MzY5MiJ9.Jh1HiApuJRTFm-ivbzOd7TAMRGJzZ-uyblwT35lY6v4" class="fr-fic fr-fil fr-dib" width="839" style="width: 841px; height: 721.019px;" height="721"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. The instructions and variables for the AI ability</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The input variables for the AI ability are populated by the runbook step that triggers the ability, and they are how the ticket's data is provided to the AI model. If you are using the instructions attached to this article, you will need to create three input variables. </span></p><ul><li style="font-size: 11pt;">TicketDetails (string, non-mandatory)</li><li style="font-size: 11pt;">TicketThread (string, non-mandatory)</li><li style="font-size: 11pt;">CurrentOwner (string, non-mandatory)</li></ul><p><span style="font-size: 11pt;">Once you have created the input variables, you can save the ability and move on to creating the runbook. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Creating The Runbook</strong></span></p><p><span style="font-size: 11pt;">The runbook is the main driver behind this process. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To create the runbook, navigate to Configuration > Integrations > Custom Integrations > Integration Runbooks. From here, you can download the "Halo AI - Smart Handover Review" runbook from the online repository by selecting the globe icon in the top right. Alternatively, you can select the "Import from JSON" button to import the runbook using the JSON in the file attached to this article labelled "Smart Handover Review JSON". See Figure 6 for reference.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlODAzNzhjLTg0MmMtNDM4Yy04OTczLTQ3NDZhNWUyYTdkZSJ9.3mz5HsZDNNvOHNeNX_qGkn8-C1cmZYJAaNj3RUy4_2Y" class="fr-fic fr-fil fr-dib" width="718" style="width: 720px; height: 438.179px;" height="438"></span></p><p><span style="font-size: 10pt;"><strong>Fig 6. Create the runbook by importing the JSON (green) or by downloading it from the online repository (red)</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once the runbook has successfully downloaded/imported, the "Halo AI - Smart Handover Review" runbook will appear in the list. Click into into the runbook and navigate to the "Flow Chart" tab where you will be able to see the workflow of the runbook. </span></p><p><span style="font-size: 11pt;">Edit the runbook and edit the second step of the runbook where the AI ability is triggered. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxYWQzMmZmLTNlNDgtNGFhNS05YmYxLWQ3NDNkY2U1ZTg1YyJ9.UkTzFOgHSgor8dQIoCaDfJUT6eGw-yxDrZW4TjSJxYY" class="fr-fic fr-fil fr-dib" width="802" style="width: 804px; height: 452.04px;" height="452"></span></p><p><span style="font-size: 10pt;"><strong>Fig 7. Edit the second step of the runbook</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Select the AI ability you created and the instructions will dynamically populate. </span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3Yjc5ZmEzLWIzZGYtNDVmOS1hYTAzLTg3NDBiYmVhYmVkYiJ9.gJ-qt1VGRexv_nEC7bNA4Du5slGoylTFgy9Ide_rxPY" class="fr-fic fr-fil fr-dib" width="1001" style="width: 1003px; height: 534.42px;" height="534"></span></p><p><span style="font-size: 10pt;"><strong>Fig 8. Set the AI ability in the runbook step</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The input variables and their values will be pre-populated by the runbook import. If you created different input variables for your AI ability, then you will need to edit the input variables table visible in Figure 8 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" style="font-size: 11pt;">AI Abilities</a>.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong><em>Note: If you are downloading the runbook from the online repository on version 2.250 or later, this will automatically create the AI ability for you and add it to the runbook step.</em></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Save the step and then save the runbook. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">In the "Details" tab of the runbook, you can set the trigger for the runbook in the "Events" section.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkMjk5ODY3LWUzNDUtNDUzOC1iZjVmLWM2OTgzZjQyYTcwNiJ9.IXN5Ori5x_hVFXhw_DZRt0t77B9_DDLsqIMXVdAlL1Q" class="fr-fic fr-fil fr-dib" width="793" style="width: 795px; height: 393.191px;" height="393"></span></p><p><span style="font-size: 10pt;"><strong>Fig 9. The runbook trigger</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">In pre-built environments, the trigger is set to be when the "Re-Assign" action is used on a ticket. However, you may have a different trigger action in mind, such as an 'Escalate' action for example.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once you have set your desired trigger, save the runbook. You now have a fully configured, and fully automated, smart handover review process.</span></p><p><br></p>
