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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 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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Tickets / Get

Operation Information

Returns information about a ticket in Freshservice.

This is a Premium Integration.

Authentication

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

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 Freshservice in the Type pick list;
  • Give the Freshservice KeySafe key a Title (this is the name / identifier for the Freshservice 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
Domain string The subdomain value for your Freshservice account: https://subdomain.freshservice.com
API Key string Freshservice Account API Key

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.

Warning

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

Input Parameters

Display Name ID Type Description Required Supported Values
ID id integer Ticket ID Yes None provided

Output Parameters

Display Name ID Type Description
Status status string Operation Response Status (ok/failed)
Error error string Any error returned from Freshservice
FR Escalated fr_escalated boolean None provided
Spam spam boolean None provided
Priority priority string None provided
Requester ID requester_id number None provided
Requested For ID requested_for_id number None provided
Source source number None provided
Ticket Status ticket_status string None provided
Subject subject string None provided
SLA Policy ID sla_policy_id number None provided
Applied Business Hours applied_business_hours number None provided
ID id number None provided
Type type string None provided
Due By due_by string None provided
FR Due By fr_due_by string None provided
Is_escalated is_escalated boolean None provided
Description description string None provided
Description Text description_text string None provided
Created At created_at string None provided
Updated At updated_at string None provided
Urgency urgency number None provided
Impact impact number None provided
Deleted deleted boolean None provided
Created Within Business Hours created_within_business_hours boolean None provided
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