Process Agent Use Case: Closure Review Agent

In this guide we will cover

• Why create a Closure Review Agent?
• How to create a Closure Review Agent
• The Closure Review Agent in Action

Why create a Closure Review Agent?#

Process Agents can be instructed to use AI to triage Tickets. These Agents are referred to as Closure Review Agents. The Closure Review Agent assesses the communications on a Ticket once it has been closed, providing a score and feedback on the closure of Ticket.

Key Considerations#

Business Teams & Internal IT (ESM & ITSM) trials created after September 2026 have this functionality built out of the box, and will not need to follow this setup. However, the Agent and Runbook can be customised as required, allowing full control over when the Process Agent is triggered, what the Agent is instructed to do, and what Tickets the Process Agent can run on. 

Clients on versions without this functionality provided out of the box can follow this guide to build a Closure Review Agent in their instance. 

From v2.250+ when a runbook is downloaded from the online repository, if it contains a Process Agent, the Agent will be created in your instance automatically. Therefore from this version, if you download the Closure Review Agent from the Online Repository, you will not need to configure the Agent or Runbook yourself. 

How to create a Closure Review Agent

Before creating a Closure Review Agent#

The Agent uses a Knowledge Base Article to understand how to evaluate the quality of the Ticket are assigned Tickets. In order for the Agent to successfully route Tickets you must have this article in your instance. A template can be downloaded using the "Ticket Quality Evaluation Rubric.docx" file attached at the end of this guide (Only available when viewing via the Halo Portal). Once this Article has been created, update the Article ID in the AI instructions.

API Application (Versions v2.250+)#

On versions v2.250+ an Automation Identity API Application will be created for you automatically when creating a Process Agent, saving you needing to create an API Application yourself. Once  the Agent is saved, a link to the created application will be available. 

The permissions the Automation Identity application has will be determined by the functions you enable for the Process Agent. E.g. adding the "Get One Ticket" function to the Agent automatically adds the "read:tickets" permission.

API Application (Versions prior to v2.250+)#

To create a Closure Review Agent, you will first need to create an API Application to allow the Agent to connect to Halo. Head to Configuration > Integrations > Halo API, and click on the "View Applications" button. 

Fig 1. API Applications

Click "+ New" to create a new API Application. 

Give this application a sensible name and set the Authentication Method to "Halo Automation Identity". 

Fig 2. Creating an API Application with Halo Automation Identity

Once selected, you will need to specify an identity for the application. This informs the base level of access granted to the application. The option "Application identity" is recommended here, as you can use roles to control the base level of permission rather than having to pick a specific Agent. When this option is selected the "Identity Roles" field can be used to determine which roles to use as the base level permissions.

Fig 3. API Application using Application identity 

Creating the Process Agent#

To create your Closure Review Agent, head to Configuration > AI > AI Agents, and click the "Process Agents" button. Click "+ New" to create a new Process Agent. 

When you create a new AI Agent you will need to set a name, and connection for your Process Agent to use. On versions prior to v2.250+, you will need to set the "Halo Application to authorise as" to your newly created application. On versions v2.250+, you will need to set the "Agent to log in as" for the AI Agent. It is recommended this is set to "Application Identity", and the relevant "Identity Roles" are added to determine which roles to use as the base level permissions.

Fig 4. Creating a Process Agent

Next you can set the instructions for your AI Agent to follow. The instructions you set here control the request that is sent to the API. You must state exactly what you want the AI Agent to do here. The instructions for your Closure Review Agent to follow can be downloaded from the linked file titled "Closure Review Agent Instructions.docx"  (Only available when viewing via the Halo Portal). 

These instructions include input variables in the format <<variable_name>>, which need to be specified in the table below. These variables let you change the instructions dynamically based on the event that triggered, or information obtained by the Runbook. The Closure Review Agents Input variables are as follows: 

Fig 5. Input Variables

Finally you will need to determine which functions the AI will have access to. For the Closure Review Agent, deselect "Include all system functions", and add the following functions to the functions table:

Note: The CF_Get_Quality_Rubric function pulls Article ID 45. You must have an Article outlining how to evalutae the quality of Ticket Closure, and this must be updated in the Instructions to pull the relevant Article ID.

Fig 6. Agent Functions

Creating the Runbook#

In order for the Dispatch Agent to run on a Ticket you will need to create a Runbook in your instance. The Runbook determines when the Closure Review Agent is triggered, and allows the "ConversationThread" variable to be populated, updating the AI instructions dynamically based on the information obtained via a SQL query.

In Configuration > Integrations > Custom Integrations, click the "Integration Runbooks" button. Click "+ New" to create a new Runbook. 

Set a name for the Runbook, and make sure the "Enabled" checkbox is selected. 

Fig 7. Creating a Runbook

Further down the page, set the "Runbook Start Access" to "Can only be started from Halo (e.g. through an Action, Event or Workflow)", then scroll down and add the trigger "Action added by Agent" to the events table.

Fig 8. Settings for starting the Runbook

The "Action added by Agent - Resolved (Resolve Ticket)" trigger will show a dropdown when selected. Here set the Action that will trigger the Runbook to your "Resolved" Action. Apply any relevant conditions to restrict when the Runbook will trigger by adding them to the table.  

Fig 9. Runbook trigger

Now save the Runbook, and select "Import from JSON".

Download the file entitled "halo-integrationrunbook" linked at the end of this guide (Only available when viewing via the Halo Portal).

Copy the contents of this file, and paste this into the JSON field.

Fig 10. Importing Runbook JSON

Save the JSON and move to the Flow Chart tab. 

You will see a Runbook Flow Chart similar to the below. Change back to "Edit" mode and click the edit icon on the Process Agent step.

Fig 11. Closure Review Agent step

Select your Closure Review Agent from the Process Agent dropdown, and the instructions will appear below.

Fig 12. Setting the Closure Review Agent

Now save the Runbook.

The Closure Review Agent in Action#

When a Ticket is closed and meets the criteria specified for the Runbook to trigger (in this example, the Custom Field "AI Closure Review" is selected), then Runbook will be triggered. 

The Runbook will run a SQL query to find information about the Actions on the Ticket. This information is stored in the "ConversationThread" variable and is used alongside the Ticket Quality Evaluation Rubric Article to establish a rating and feedback for the Ticket's closure.    

Once the Closure Review Agent step has been completed you will see a Note provided by the Agent providing a score and feedback on the closure.  

Fig 16. Process Agent on a Ticket