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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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Understanding and Categorizing Incidents

Linking services, systems, and assets

From within an incident, your team can search the service catalog, the configuration management database (CMDB), or the asset register, and link the relevant items directly to the incident. Each link can be defined as the likely cause of the issue or as something that has been impacted by it, giving everyone a clear picture of what’s actually going on.

Learn more: Link Assets | Link Requests | Link Services

A category structure that matches your organization

You define your own tiered category structure rather than being tied to a generic, one-size-fits-all list, so the way incidents are classified reflects how your organization actually talks about its issues and services.

Learn more: Request Category Action | Request Profiles

Turning categories into automatic actions

Categorization isn’t just a label. It can drive the workflow. Based on the category selected (together with the service, priority, and other details), Hornbill can automatically assign the incident to the right team, surface related incidents, problems, and changes to help spot trends, and suggest relevant knowledge articles, all without extra manual effort.

Learn more: Requests Automation | Custom Lookups

Prioritizing what matters most

Hornbill’s assessment options let you determine priority using impact, urgency, and risk, or your own custom criteria captured through configurable questionnaires, so the incidents that matter most are always dealt with first. Once set, priority is visible throughout the request list and can be used to drive escalation and service level targets.

Learn more: Assessment Action | Assessment Levels

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