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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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Assignment, Notifications, and Service Levels

Assigning incidents to the right people

Incidents can be assigned manually or automatically, based on rules covering category, component, service, user, location, department, or a combination of these. Hornbill can also assign work based on capacity, sending incidents automatically to the analyst with the least current workload, or on a simple round-robin basis.

Learn more: Requests Automation

Keeping stakeholders informed

Automatic notifications can be triggered by a change of status, a change of priority, a breach or approaching breach of a time target, a change of assignment, or activity relating to a specific service, component, or user, so the right people stay informed without anyone needing to remember to update them manually.

Learn more: Requests Automation (notifications) | Application Settings

Meeting service level agreements

Incidents are linked to the Service Level Agreement of the service they were raised against, so response and resolution targets are tracked automatically and can trigger notifications to the right people as targets approach or are breached.

Learn more: Service Level Agreements | Service Levels

Managing vendor-supported incidents

Where a third-party vendor is involved in resolving an incident, the incident can be linked to the relevant supplier, contract, and warranty information, giving full visibility of vendor involvement without leaving the incident record.

Learn more: Hornbill Supplier Management | Asset Management Overview

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