Configure HAi
Enabling HAi features
All HAi features are disabled by default and must be individually enabled before they can be used by end users. To enable any of the HAi capabilities, your User Account must be associated with one of the following roles:
| Role | Description |
|---|---|
| Service Desk Admin | This role is for a Service Desk Administrator. This includes, an elevated visibility to Requests and associated actions, the ability to configure Service Manager features via the Administration Tool and the option to restart a failed BPM within a Request. |
Additionally, any user with the application right rightA.administerServiceDesk can enable HAi features.
How to enable HAi features
- 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 under Administration in the left-hand menu.
- Enable the required feature(s).
Grant Users Access to HAi features
To access the HAi capability of Hornbill Service Manager, your User Account must have one of the following roles associated.
| Role | Description |
|---|---|
| HAi User | This role allows users to access HAi functionality inside of Service Manager |
Data
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 Summariser
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”,“Task”,“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
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_user_name
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 using sentiment analysis for 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 ‘[“Customer”,“Email”,“update”]’
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