Documentation

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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Service Manager configuration overview

Welcome to Service Manager. This guide helps you set up and manage your application. You will learn how to configure features and settings to optimize your service desk operations.

This guide covers the following topics:

  • Installing Service Manager.
  • Managing user subscriptions and access permissions.
  • Configuring Intelligent Capture and process workflows.
  • Setting up email routing rule templates.
  • Setting up a knowledge base.
  • Configuration of the Employee and Customer portals.
  • Performing general service desk administration.

Audience

This guide is for Hornbill administrators. To access the settings described in this guide, your user account must have the Service Desk Admin role role.

Access Service Manager configuration

Follow these steps to access the configuration menu.

  1. Select the Configuration cog icon Service Manager Configuration at the bottom of the left navigation bar.

  2. Select Service Manager from the dropdown menu in the navigation panel.

    Service Manager Configuration

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