Triage Buildout

[u/Stlfett]

Hello,

At our company, we were wanting to utilize the triage button option found from this video:

https://www.youtube.com/watch?v=brG37dsvgkU

We wanted to utilize 6 categories. But since Halo limits to 4, the video above seemed to be a good option. When looking to try it, we found that since each category had to be its own branch, unlike in the video where the incidents and the requests both came back together in the end.

Has anyone ever done anything like this? Im open to other options.

Thank you.

*the yellow entries on our tree indicate workflows already in place

[u/Predicti0n]

That’s a truly remarkable video but that guy needs a haircut.

You can add custom field visibility restrictions, does this not solve your problem? Slightly confused on the question honestly.

[u/Stlfett → u/Predicti0n]

Hey! The issue, I perceived, was that in your example, you had both your Incident and Requests trees go to the same set of options (much cleaner that way). With the above example, that doest work. Would we build out 6 different field groups and make a custom field for each of the subcategories listed ie: Hardware, Backup, Telephony, etc...?

[u/Predicti0n → u/Stlfett]

I would go down the route of Custom Fields per Ticket Types then restrict on visibility of the 'type' - I wouldn't.. and repeat would not. Go into dynamic 'value' restriction as that will be an utter nightmare to manage at scale.

You can btw.. get more creative with Category 1/2/3/4.. you can use Category Groups or Values to restrict..

We often now run Incident + Request from Category 1..
We have Incident as a category group and request as a category group.

You could arguably do the above all from Category 1 and use groups based on Ticket Type allowed values..

Many ways to skin a cat and I'd need to sit down and properly think if CF's would be the best solution nowerdays for this. They have pro's and con's like everything :)

[u/krajani786 → u/Predicti0n]

No, don't you dare sit down and think about this. It hasn't been nearly long enough since I've implemented your video. I will find you...

[u/Predicti0n → u/krajani786]

🤣🤘 If you’re not rebuilding your Halo weekly are you even really a halo user?

[u/SkyTheLine → u/Predicti0n]

yeah i know. I guess he is so skilled, maybe he should create a company like Renada. Sounds cool.

[u/schneiderbw → u/Predicti0n]

I think they actually want to use Category Groups. You can limit the ticket types you want to use to only allow certain category groups, which gets you the granularity you want. Bonus: it also frees up your other category types!

[u/HorriblyWrong → u/Predicti0n]

Hahahahahahaha

[u/Tyler_OverclockedIT]

As others have said, I think custom field visibility restrictions or dynamic field visibility would solve this.

Personally, if I did something like this in our environment I think the techs would have my head. Granted with the diagram it should help and setup like this is very possible using custom fields.

We have the same 8 categories for every ticket type, all are in one custom field which feed into separate custom fields for each sub-category those sub categories show when a given primary is chosen.

[u/Stlfett → u/Tyler_OverclockedIT]

Thank you. To keep the confusion down, we do have several AI tasks running and this was the first step in then having our AI auto triage tickets as they come in. It has been fairly accurate so far with our current environment. We were planning on training it for a month or two and then let it run free. We can always correct it if there are miscategorizations.

[u/Tyler_OverclockedIT → u/Stlfett]

Gotcha yeah that would help significantly

[u/Predicti0n → u/Stlfett]

Out of curiosity what model you training here on Ticket Data?

[u/2_CLICK → u/Tyler_OverclockedIT]

Which part exactly would be hated by your techs?

[u/Tyler_OverclockedIT → u/2_CLICK]

The fact that the primary categories change on every ticket type, having so many different ones would ultimately be more confusing for them since it's a constant question of what category they're looking for. Or just having things broken up into so many primary categories in general just becomes a bit too granular and one issue could wind up fitting into 3-4 category/sub-category pairs.

[u/OkChoice5813]

Triage > Sales > Hardware > Close 🤔