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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Log New Request / Log New Known Error

  • Article
  • 3 minutes to read

Operation Information

Log a new Known Error 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
Root Cause rootCause string The steps leading to the error that was observed. No None provided
Steps To Resolve stepsToResolve string The resolution details of the known error if it is to be raised and resolved at the same time. No None provided

Output Parameters

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