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TrevorKillick

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Everything posted by TrevorKillick

  1. That’s correct, the only automated processing is done when you select one of the two HAi workflow automations. The UI does not send any information in the background without a user intervention. Thanks Trevor Killick
  2. For anyone that missed the announcement email yesterday and not at the London HUG: Introducing HAi Hornbill's new suite of AI-driven efficiency tools Boost agent efficiency with simple, AI-powered tools that help agents resolve requests, capture valuable knowledge, and communicate with customers. We're launching HAi officially at our London and Manchester user group events on 20th and 27th March. If you want to be first to get your hands on these new AI-driven features, you can sign up for our HAi beta group. Register for the HAi Beta Group Following on from the first presentation at yesterdays London HUG and the communications going out to customer contacts via email i just wanted to share some resources clarify some FAQ's and leave a thread open to discuss with the community. Resources Introducing HAi Blog Post HAi Documentation - Admin guide to HAi including details of what data is sent where and more on the configuration side, user guide to follow shortly. FAQ's What data is transmitted to OpenAI? See the documentation for full details and breakdown of data being sent https://docs.hornbill.com/servicemanager-config/administration/hai#data Whats it going to cost? Currently pricing has not yet been finalised but will be shared as soon as its all confirmed, you can still sign up to the beta and details be shared as we have them available Can we restrict who has access to HAi? Currently no but we are currently discussing how we can provide the ability to allow two types of restriction 1 - Restrict the roll out of HAi to a subset or users/groups within your organisation. 2 - Restrict the types of requests users who have access to HAi can use the functionality in, this example would prevent certain requests from using HAi due to data privacy issues, one way we can do this is by restricting at the service level. We would love more feedback from customers around the types of restrictions you would need to be able to roll out HAi within your organisation. How does the Beta Program work? Once you register your interest we will select 8-10 customers to be part of the program, these will be customers initially happy with HAi and processing of data through OpenAI. In early April those accepted will get communication with all the user documentation and the eLearning material that must be completed before we will enroll your instance in the beta program. From that point you are free to enable HAi features. We cannot accept everyone on this beta but we may well reach out to a few more organisations after the first wave should be have answers to some of the questions preventing them from signing up. I have spoken to a few customers already around concerns sending corporate data to OpenAI and would love to speak to any others who have not already reached out so we can understand all the concerns and work towards something that we can all benefit from. Just for details, our usage of OpenAI is covered by their Enterprise Privacy Policy this prevents data passed to OpenAI by Hornbill from being used to train future models and whilst currently they do store the input and output of the usage for 30 days to monitor for abuse we have requested this feature be disabled on our account so that no customer data is stored by OpenAI.
  3. Good Morning Everyone After the success of our in person HUG's at the tail end of last year and incorporating the great feedback we got from those that attended we are delighted to announce the dates for the first of our 2024 user groups. Register for London - Wed Mar 20, 2024 - L’Oscar Hotel (Fully Booked) Register for Manchester - Wed Mar 27, 2024 - Hotel Brooklyn Manchester Agenda: Some (quick) Hornbill updates about strategy and forthcoming releases. Customer presentation - Gareth Cantrell will explain how Square Enix went from 0 to 90% self-service adoption within 6 months, inspiring other teams to deliver a unified digital experience with an enterprise-wide service portal. Round-table sessions led by Hornbill experts, covering emerging topics such as AI, alongside practical approaches to ESM, best practices, and automation, which will reduce costs and save you thousands of hours each year. Drinks and networking—The opportunity for one-to-one discussions with your fellow customers. Both events will run the same agenda and are free to attend. We look forward to seeing you in 2024. Thanks Trevor Killick
  4. Hi @Martyn Houghton London (L’Oscar Hotel Holburn) will be November 15th and Manchester (Hotel Brooklyn MCR) November the 22nd, both will be identical events just in different locations so folks not in London or the south can attend without trecking down to London. Invites will be out later this week / Monday at the latest. Thanks Trev
  5. If you go here: https://community.hornbill.com/settings/ you get the option to change your display name, if not message me your preferred name and ill go in and update it for you. Thanks Trev Killick
  6. @samwoo sorry this is no help to you what so ever just wanted to say great work on those PowerBi pages they look amazing.
  7. @Michael Sharp I beleive this post from Gerry prevously showing our DKIM support for each domain connected to a hornbill instance is what you are looking for: Thanks Trev
  8. @Gareth Watkins can you ping me a direct message with your colleagues email address and i can take a look for you. Thanks Trevor Killick
  9. Over the past months, the team at Hornbill has been shaping the future of Service Management, readying a host of innovations and improvements that we will be bringing to you in 2022, seamlessly enhancing your version of Hornbill Service Manager. We would like to invite you to the first in a series of customer briefing sessions to unveil our roadmap, product vision, forthcoming innovations, and release milestones. Join us on February 7th at 3 pm https://info.hornbill.com/webinar/2022/hornbill-2022-innovations-functionality-and-roadmap This post will be updated with customer events for 2022 as they are announced so follow this topic for updates as they come out. Thanks Trevor Killick
  10. Hi @Smurfy The email invite will be going to the instance primary/secondary technical and authorative contacts, but i think im ok to post the link to register on the forums so ill be doing that once the invite has been approved to go out. Thanks Trevor Killick
  11. Hi @Will J Douglas Sometime today/tomorrow an invite will go out to all customers for a webinar where we will walk you through some exciting changes comming to hornbill and what the 2022 and beyond roadmap looks like for Hornbill and Service Manager. Thanks Trevor Killick
  12. Hi @Martyn Houghton Development have confirmed the display name for the icons has been added to a tooltip on the icon picker and will be available in the next Hornbill Core UI release. I have just checked and we are currently using Font Awesome 5.15.4. Thanks Trev
  13. @Josh Bridgens The two origin IP's for Hornbill Services are: 87.117.243.10 and 212.71.225.67 Thanks Trevor Killick
  14. All should be good now, please let us know if you find anything else. Kind Regards Trevor Killick
  15. @Alberto M Thanks for raising this, i have found the issue and working on a fix at the moment. Kind Regards Trevor Killick
  16. Hi @samwoo Thanks for the feedback, i would love to take credit for this but it was just a forum update I have added those three tags as predefined so should show up as suggestions when tagging, any more suggestions we can add this. Thanks Trevor Killick
  17. Hornbill Employee Portal & Mobile Overview: Hornbill Wiki Documentation: https://wiki.hornbill.com/index.php/Employee_portal
  18. @Nikolaj It will be available by close of play today and posted on the forums. Kind Regards Trevor Killick
  19. Hi @Paul Alexander It is indeed still going ahead. Kind Regards Trevor Killick
  20. @Adrian Simpkins I have just tried in the latest version of Edge and i can select Service Manager or other forum sections correctly: Can you let us know the version of Edge and Windows version you are using please. Thanks Trevor Killick
  21. A second webinar on the Employee Portal was scheduled for 11:00, 4th March 2020. This session will provide an in-depth overview of how to set up the new Employee Portal and customise the look and feel and how to migrate from the Service Portal & My Services. Unfortunately, not everything is quite ready to show you. We want to give a complete and detailed guide to migrating so we have taken the decision to delay the webinar until 11:00, 31st March 2020 you can still Register Here for the Webinar. Existing registrations will be kept so there is no need to register again if you can no longer make the new date and time it will be provided on the Hornbill Forums after so that you can watch back as many times as required.
  22. Links Provided from the Presentation Employee Portal: https://wiki.hornbill.com/index.php/Employee_Portal Employee Mobile SSO: https://wiki.hornbill.com/index.php/Single_Sign_On_Profiles
  23. ITOM Webinar.mp4 Registration The Technical Preview of Hornbill ITOM has now ended. Question and Answers With the Inventory Discovery is there a away to include this in the asset list in Service Manager and then to link to 'last logged in user' if this user is a customer in Service Manager? Not at the moment this integration is coming soon though. Will it be possible to add discovered items to an inventory group automatically based on OS or some other attribute? Not currently, we are reviewing the requirement internally. What OS’s does it support under “Target OS”? Currently Windows 32bit / Windows 64bit / Windows Generic. Linux/Unix and Mac OS coming soon. Does it work with Linux OS's? As above, coming soon. Can the discovered equipment be automatically added to groups, rather than the manual clicking method, we have over 4000 machines and we don't want to be moving things manually Being investigated internally at the moment, potentially adding dynamic lists. What does the underlying discovery please, is it agentless ? 100% Agentless. Can these packages etc be run from a request in Service Manager via the BPM? Yes, shown towards the end of the Technical Demo. What device types can you discover? eg can it discover switches/routers & Linux/Unix? IP Port Scanning coming soon along with SNMP, currently only windows machines can be discovered. Is there a vision to extend the capabilities of what is discovered on a machine, not just installed products? E.g. websites on a server, databases on a RDBMS server? Not currently, investigating internally for the long term roadmap of Hornbill ITOM. Does the discovery add to the asset management module? Not currently, being working on as part of the Service Manager integration. Any plans to add the capability to use snmp for device discovery/querying? Yes. Will you offer any "pre-built" packages similar to what PDQ offer? Yes, please tell us what packages you want to see and we will look to add them. Is there support for redundancy/failover? For Site Integration Servers yes, multiple servers will serve the job queue if one is unavailable the others can pick up the jobs in the queue. A Job can be targeted to a single SIS Server or a Group of SIS Servers.
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