Documentation
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INDEX

Documentation Library

Search for information on Hornbill Documentation.

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Have questions about this site?

What is this site?

  • This website is Hornbill's new product documentation website and is currently under development.
  • It is intended that all existing and future public-facing documentation we produce will be available to search, browse and share.
  • Hornbill's current documentation is available at Hornbill Wiki but over time this content will be migrated to this documentation site.
  • Please feel free to have a look around at any time.

Why has Hornbill created this site?

  • Hornbill's products have moved on considerably since we introduced it almost 10 years ago. At the time, the MediaWiki tool was sufficient, but we have outgrown it.
  • Our customers are more enterprise focused and more self-sufficient than ever before, so for 2023 and beyond we have established a new documentation platform and team to drive our documentation initiative forwards.
  • We are aiming to deprecate the use of Hornbill Wiki for most Hornbill related documentation.
  • We want to enable our growing partner network with product resources and information, documentation beyond our Wiki approach is required.
  • We could definitely do with some help, and may even pay for some! If you have domain knowledge and would like to help, please check out our Hornbill Docs Contributor Guide and contact the Hornbill docs team at docs@hornbill.com.

What will this site be good for?

  • Community contribution will be facilitated, encouraged, and most welcome.
  • High quality documentation, will be kept up to date as rapidly as our products evolve.
  • Real-time content search and discovery.
  • Articles organized into books, books into libraries, creating a more natural and logical structure to our documentation.
  • Legacy API documentation and various other documentation sources will all be consolidated into a single unified documentation system.
  • Documentation available in browser as well as printable/viewable as PDF on demand.
  • Personalized documentation experience, allowing dark/light mode, article subscriptions, social media sharing and other useful features.
  • Almost all publicly available documentation on docs.hornbill.com will be open-source and available to fork on GitHub, allowing customers to derive their own custom documentation around Hornbill products should they wish to.

What is the timeline for this site?

  • We have taken the decision to publish and make available early, there is very little content at this time.
  • As and when we have completed/usable documentation, it will be published here.
  • We have a host of additional features we wish to add over time, so please watch this space.
  • We expect most of our existing documentation should be reviewed/migrated to docs.hornbill.com over the coming months.
  • The documentation project will be ongoing, will continue to expand, evolve and improve day-by-day.

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Overview

About the Supportworks to Hornbill Service Manager Request Import Utility

The utility provides a simple, safe and secure way to migrate call data from Supportworks v7.x & v8.x in to Hornbill Service Manager. The tool is designed to run behind your corporate firewall, and requires access to your Supportworks database host(s) and file storage.

The tool connects to your Hornbill instance in the cloud over HTTPS/SSL, so as long as you have standard internet access then you should be able to use the tool without the need to make any firewall configuration changes.

The following tasks are carried out when the tool is executed:

  • Supportworks call data is extracted as per your specification, as outlined in the Configuration section of this document;
  • New requests are raised on Service Manager using the extracted call data and associated mapping specifications;
  • Supportworks call diary entries are imported as Historic Updates against the new Service Manager Requests;
  • Attachments to Supportworks Call Diary Entries are imported against their appropriate Historic Updates within Service Manager;
  • Call attachments that are not related to Call Diary Entries are attached to the relevant Service Manager request;
  • Call attachments of type SWM (Supportworks Mail) are decoded and stored as plain text attachments against the Service Manager request or Historic Update as appropriate.

Important Notice

Importing Supportworks call data and associated file attachments into your Hornbill instance will consume your subscribed storage. Please check your Administration console and your Supportworks data prior to running this import to ensure that you have enough subscribed storage available.

When running the import tool, after the call records are imported, you will receive a warning before importing the associated call file attachments. Please take note of the information presented, as this will inform you the amount of Hornbill storage space you have available to your instance, and the approximate amount that will be consumed should you continue with the file attachment import.

Open Source

The Supportworks to Hornbill Service Manager Request Import Utility is provided open-source under the Hornbill Community Licence and can be found Here on GitHub

Installation Overview

Windows Installation

Download the ZIP archive relevant to your operating system and architecture, extract the zip file into a folder within the local user profile of the user who will run the tool. Run the command relevant to the architecture of the machine you are running this on: goSWRequestImport.exe -dryrun=true

Requirements

Host

The utility connects to the Hornbill instance in the cloud over HTTPS/SSL, so as long as you have standard internet access then you should be able to use it without the need to make any proxy or firewall configuration changes.

HTTP Proxies

If you use a proxy for all of your internet traffic, the HTTP_PROXY and HTTPS_PROXY Environment variables need to be set. These environment variables hold the hostname or IP address of your proxy server. It is a standard environment variable and like any such variable, the specific steps you use to set it depends on your operating system.

For windows machines, it can be set from the command line using the following:

set HTTP_PROXY=HOST:PORT
set HTTPS_PROXY=HOST:PORT

Where “HOST” is the IP address or host name of your Proxy Server and “PORT” is the specific port number. IF you require a username and password to go through the proxy, the format for the setting is as follows:

set HTTP_PROXY=username:password@HOST:PORT
set HTTPS_PROXY=username:password@HOST:PORT

URL White Listing

Occasionally on top of setting the HTTP_PROXY variable the following URLs need to be white listed to allow access out to our network

  • https://files.hornbill.com/instances/INSTANCENAME/zoneinfo - Allows access to lookup your Instance API Endpoint
  • https://files.hornbill.co/instances/INSTANCENAME/zoneinfo - Backup URL for when files.hornbill.com is unavailable
  • https://eurapi.hornbill.com/INSTANCENAME/xmlmc/ - This is your Instance API Endpoint, eurapi can change so you should use the endpoint defined in the previous URL
  • https://api.github.com/repos/hornbill/asset-rel-import/tags - Allows the utility to self-update. Optional
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