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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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Log New Request / Log New Change Request

  • Article
  • 3 minutes to read

Operation Information

Log a new Change Request in Hornbill Service Manager.

This is a Free Tier Integration.

Authentication

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

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 Hornbill Authentication in the Type pick list;
  • Give the Hornbill Authentication KeySafe key a Title (this is the name / identifier for the Hornbill Authentication 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 ID or URL string Hornbill Instance ID or API Endpoint URL
ApiKey string Authentication Key

Tip

Please read the Hornbill API Keys documentation to learn how to create and manage API Keys on the Hornbill platform.

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 Hornbill Authentication account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
Customer Type customerType string The customer type (Co-Worker or Contact) No None provided
Customer: Co-Worker customerId string The co-worker to log the new request against, if Customer Type is set to ‘Co-Worker’ No None provided
Customer: Contact contactId string The contact to log the new request against, if Customer Type is set to ‘Contact’ No None provided
Status status string The status of the new request (status.open, status.new etc) No None provided
Team teamId string The request owning team No None provided
Owner ownerId string The request owner No None provided
Summary summary string A brief summary of the request No None provided
Description description string A more detailed description of the request No None provided
Service serviceId string Service to raise the new request against No None provided
Catalog Item catalogId string Catalog Item to raise the new request against No None provided
Priority priorityId string The Priority to assign to the request No None provided
Asset assetId string Asset to associate to the new Incident No None provided
Category categoryId string The request category No None provided
Resolution Details resolutionDetails string The resolution details if the incident is to be raised and resolved at the same time. No None provided
Site siteId string The site to raise the request against No None provided
External Reference externalRef string A reference number for an external system. Tip: populate with the reference number from the request in your source Instance No None provided
Change Type changeType string The type of change request. E.g. Emergency/Standard/Normal. No None provided

Output Parameters

Display Name ID Type Description
Request Reference requestRef string The ID of the new request
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