Halo ITSM includes full ITIL problem management — link incidents to problems, investigate root causes, document known errors and workarounds, and prevent repeat failures before they happen. All included in every licence at no extra cost.
Halo's problem queue gives your team a dedicated view of every open problem record — separate from incidents — showing the investigation stage, linked incident count, root cause status, and assigned analyst. Problems don't get buried in the incident queue or forgotten in a spreadsheet.
Dedicated problem queue — completely separate from the incident view so analysts can focus on root cause work without the noise of live incidents.
Linked incident count visible on every problem record — see at a glance how many incidents share the same root cause and understand the full impact before prioritising investigation work.
Filter by status, category, linked asset, and assigned analyst — so the team always knows what's under active investigation and what's waiting for resources.
Halo's problem record brings together everything needed for a thorough investigation — linked incidents, affected assets and CIs, root cause analysis fields, known error documentation, and the workaround that agents can share immediately while the permanent fix is in progress.
Link any number of incidents directly to a problem record — the relationship is maintained automatically, giving you a complete picture of how many users are affected.
Document the root cause, workaround, and permanent fix in structured fields — so the knowledge is captured in the record, not just in someone's inbox.
Raise a change directly from the problem record when a fix requires controlled implementation — the link between problem, change, and resolution is maintained throughout.
Halo's new problem form prompts analysts to capture the right information from the moment the problem is raised — category, impact, urgency, affected service, and linked CIs. Starting with a structured record means investigations are thorough from day one and nothing important is discovered missing weeks later.
Structured intake fields for category, impact, affected service, and CI — all captured at creation so analysts start with a complete picture.
Raise a problem directly from an incident — Halo pre-populates the problem with the incident's details so analysts don't re-enter information already captured.
Assign to a specialist analyst immediately at creation — problems never sit unassigned in a queue waiting for someone to notice them.
Built in and ready from day one — no separate tool, no extra licence.
Link any incident to a problem record with one action. The relationship is maintained across both records — agents on linked incidents see the problem status and workaround automatically, reducing repeat contact and duplicate investigation effort.
Structured RCA fields guide analysts through a consistent investigation process. Document the root cause, contributing factors, and permanent fix in the record — so the analysis is repeatable, auditable, and available to the whole team.
Mark a problem as a known error and document the workaround. The workaround surfaces automatically on all linked incidents — agents have the fix at their fingertips without needing to search, and end-users can be updated immediately.
Raise a change request directly from a problem record when the permanent fix requires controlled implementation. The link between problem, change, and resolution is tracked throughout — giving you a complete audit trail from root cause to fix.
Link problems to configuration items in the CMDB. See which CIs are involved in the problem and understand the full blast radius — which services, which end-users, and which dependent systems are at risk while the issue remains open.
Report on problems by category, linked incident volume, time to root cause, and recurrence rate. Identify systemic weaknesses before they become crises — and demonstrate the value of problem management with hard data.
Incident linking, root cause analysis, the known error database, change integration, and CMDB linking are all included in Halo's single monthly licence — no per-module fees, no separate problem management tool to integrate.
Structured RCA fields and known error documentation mean every investigation drives permanent improvement — not just a temporary fix that returns next quarter.
Problems, incidents, and changes are all native Halo objects — linking them takes seconds and the relationships are maintained automatically across all three record types.
Everything runs inside Halo — no third-party problem management or RCA tool to licence, integrate, or maintain alongside your ITSM platform.
Problem management in Halo — answered directly.
Talk to an Allied ESM specialist and see how Halo's problem management drives down repeat incidents and eliminates root causes for good.
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