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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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Raising Incidents

Multiple ways to log an incident

Your team and your users shouldn’t be limited to a single way of reporting an issue. With Hornbill, incidents can be logged manually by an agent, created automatically from an email arriving in a monitored mailbox, submitted by a user through a guided set of questions on the self-service portal, started from a chat conversation, or raised automatically from a monitoring or alerting tool. Incidents can also be raised directly from an existing service request or change record, so nothing gets lost as work moves between teams.

Learn more: Employee Portal | Email Routing Rules | Agent Request List

Incident templates

For each service, incident records can be configured to suit the needs of the service where they are being used. Add, remove and manage data fields that are available for an incident. Control mandatory fields, input parameters, visibility, and the order of fields to ensure that the right information is captured for each incident. A tool bar of actions can also be created using Custom Buttons. These custom buttons can be used to simply open a URL or to run a complex Auto Task workflow that can invoke automation within Hornbill or integrations with other systems.

Learn more: Request Form Designer | Request Custom Buttons

Incident models

Incident models are built to provide a more comprehensive approach to incident management. An incident model can consist of the incident template, a request catalog item, a capture script, and a workflow.

A request catalog can be defined on each service, allowing administrators to create multiple catalog items, where each item is paired with its own capture script and workflow. Administrators can define request models that ask questions for a particular type of incident, and then follow a journey that has its own approvals, tasks, and notifications. Whether that’s a routine password reset, a complex technical fault, a security incident, or an issue specific to a particular department or service.

Learn more: Building a Request Catalog | Using Intelligent Capture | Using Workflows

Creating incidents from chat and virtual agents

Incidents can be created and updated directly from a live chat conversation, with the conversation captured in the incident record automatically rather than being retyped by an agent afterwards. Where a virtual agent (chatbot) is used, including through channels such as Microsoft Teams, incidents can be logged completely automatically, with the correct service, category, and details already applied, freeing your service desk from repetitive data entry.

Learn more: Hornbill Virtual Agent | Hornbill Live Chat

Spotting duplicate incidents

During the raising of a new incident and after its creation, agents can be presented with matching incidents, allowing them to check whether a similar incident already exists, then link the new record to it. Where an issue is already known, agents can flag and link it in seconds, keeping reporting clean and avoiding wasted effort on the same problem.

Learn more: Link Request Action

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