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HAi Service Manager Settings

A collection of HAi features are available within Service Manager. These features are designed to enhance the user experience and improve efficiency by leveraging artificial intelligence capabilities.

Each of these features are disabled by default and must be enabled before they can be used.

Before you begin

  • Register for the closed beta program. HAi features are currently in a closed beta. You can only access these features after you register. Contact your Hornbill customer success representative to join the program.

  • Your instance needs a HAi Service Provider set before enabling any of the HAi Features in Service Manager.

  • Read the Usage Policy.

  • The following roles can be added to user accounts to allow for configuration or use of the HAi capabilities in Service Manager:

    Role Application Description
    Service Desk Admin Service Manager This role provides access to the Service Manager Configuration, including HAi Control.
    HAi Manager Platform This role should only be used for managing HAi configurations.
    HAi Request User Service Manager This role allows users to access HAi functionality in Service Manager

How to access

  • Log into Hornbill with the relevant access role.
  • Click on the settings gear icon in the lower left of the screen.
  • Change the dropdown from My Personal Settings to Service Manager.
  • Click on HAi Control under Administration in the left-hand menu.

HAi Features

Each of the following HAi features can be enabled or disabled independently. When enabled, the feature will process data from the request you are in and send it to a HAi Provider for processing.

  • Request Summarizer: Generates a summary of a request based on the request description, timeline posts, comments, and custom questions. The summary is generated when a request is created or updated.
  • Sentiment Analysis: Analyzes the sentiment of a request based on the request description, timeline posts, comments, and custom questions. The sentiment is generated when a request is created or updated.
  • Text Assist: Provides text assistance for a request based on the request description, timeline posts, comments, and custom questions. The assistance is generated when a request is created or updated.
  • Knowledge Generator: Generates a knowledge draft from a resolved or closed request based on the request description, timeline posts, comments, and custom questions. The knowledge draft is generated when a request is resolved or closed.
  • Suggest Resolution: Suggests a resolution for a request based on the request description, timeline posts, comments, and custom questions. The suggestion is generated when a request is created or updated.
  • Email Processing: Processes incoming emails and extracts relevant information to create or update requests. The processing is done when an email is received.
  • Email Attachment Labeling: Labels email attachments based on their content and context. The labeling is done when an email is received.

Auto Updates

Some features provide Auto Updates, which means that the feature will automatically generate content. See the documentation on each feature for more information on what triggers an auto update.

HAi Providers

By enabling any of these optional HAi features, you are agreeing to allow a third party to process your data (HAi Providers), Data from prompts and underlying request data is passed to a Provider using encrypted connections see HAi Providers for further details.

The following areas of functionality send request data during each invocation and are document as follows:

Request Summarizer

When summarizing a request the following data from the request you are in is processed:

  • h_itsm_requests.h_description
  • h_itsm_requests.h_summary
  • h_itsm_requests.h_fk_user_name

The timeline of the request is filtered down with the following filters ‘[“Authorization”,“Customer”,“Email”,“Escalate”,“update”]’ and can be updated here

Each post in the timelines sends the following

  • actorInfo.name
  • content

Each comment associated to any filtered posts in the timelines sends the following

  • actorInfo.name
  • comment

Custom Questions (first 100) are passed, excluding the type file-upload and label and are paired with the question text as follows:

  • h_question
  • h_answer_value

Completed Tasks information as follows:

  • title
  • category
  • owner
  • outcome
  • completed on
  • details
  • assigned
  • reference

Suggest Resolution

When suggesting a resolution against a request the following data from the request you are in is processed:

  • h_itsm_requests.h_description
  • h_itsm_requests.h_summary
  • h_itsm_requests.h_fk_username

The timeline of the request is filtered down with the following filters ‘[“Update”,“Email”,‘Customer’]’

Each post in the timelines sends the following

  • actorInfo.name
  • content

Each comment associated to any filtered posts in the timelines sends the following

  • actorInfo.name
  • comment

Knowledge Draft

When generating a knowledge draft from a resolved or closed request the following data is sent:

  • h_itsm_requests.h_description
  • h_itsm_requests.h_summary
  • h_itsm_requests.h_resolution

Text Assist

Text assist combined with snippets or used withing a workflow and passing in variables can pass any data a user has selected to pass to a HAi Provider, nothing is sent automatically. In the case of snippets, when the snippet is selected the analyst will see the data before the text is passed as part of the prompt when using Text Assist after a snippet.

Sentiment Analysis

When the system performs a sentiment analysis, it processes specific data from the active request.

Request fields

The following technical fields are processed:

  • h_itsm_requests.h_description
  • h_itsm_requests.h_summary
  • h_itsm_requests.h_fk_user_name

Timeline data

The system filters the request timeline using the following criteria: ["Customer","Email","update"]. For every post in the filtered timeline, the system sends the following data:

  • actorInfo.name
  • content

For any comments associated with these filtered posts, the system sends:

  • actorInfo.name
  • comment

Custom questions

The system passes the first 100 custom questions. It excludes file-upload and label types. The data is paired using the following format:

  • h_question
  • h_answer_value
  • Version {{docApp.book.version}}
  • Node {{docApp.node}} / {{docApp.build}}
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