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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

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 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 over the coming months.
  • The documentation project will be ongoing, will continue to expand, evolve and improve day-by-day.

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Remedyforce / Update Ticket

Operation Information

Updates a Remedyforce Incident or Service Request.

This is a Premium Integration.


This operation requires authentication, the details of which can be securely stored on your instance in a KeySafe Key of type RemedyForceAuthentication.

To create a key of this type:

  • In the Configuration area of your Hornbill instance, navigate to Platform Configuration > Security > KeySafe;
  • Click on the + Create New Key button;
  • On the resulting Create New Key form, choose RemedyForceAuthentication in the Type pick list;
  • Give the RemedyForceAuthentication KeySafe key a Title (this is the name / identifier for the RemedyForceAuthentication account as you will see it when using the cloud automation node in your workflows);
  • Optionally populate the Description field;
  • Populate the following fields accordingly, then click the Create Key button to create your new key:
Name Type Description
Instance Name string RemedyForce Instance Name i.e
Username string Authentication Username
Password string Authentication Password


The Password field should be populated with your Password and Secure Token, in the format: yourpasswordyourtoken with no space or separator between the password and token strings. More information regarding your security token can be found on the Salesforce website.

Revoking Access

If at any point you wish to revoke access to any of the above accounts from your Hornbill instance, just delete the relevant KeySafe key(s) from the KeySafe list.


This will revoke the rights of any existing Cloud Automation Node in your Hornbill Workflows that are using the revoked RemedyForceAuthentication account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
Ticket ID ticketId string ID of the Ticket record Yes None provided
Description desc string Request Description No None provided
Status status string Status of the Incident No None provided
Impact impactId string ID of the Impact to apply to the request No None provided
Urgency urgencyId string ID of the Urgency to apply to the Request No None provided
Owner ID ownerId string Stores the Owner for whom the incident is assigned. No None provided
Client ID clientId string Stores the client for whom the incident is submitted. No None provided
Contact ID contactId string Stores the contact for whom the incident is submitted. No None provided
Category ID categoryId string Stores the Category against the submitted incident. No None provided
Business Service ID serviceId string Stores the Business Service against the submitted incident. No None provided
Service Offering ID offeringId string Stores the Service Offering against the submitted incident. No None provided
Asset/CI ID assetId string Stores the Asset/CI ID against the submitted incident. No None provided
Queue ID queueId string Stores the Queue ID against the submitted incident. No None provided
Additional Data extraColumns array Sets additional column values once the Incident has been created. No None provided

Output Parameters

Display Name ID Type Description
Status status string Return Status
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