Documentation

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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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ServiceNow

ServiceNow is a Service Management Platform. Hornbill's integration with ServiceNow enable you to manage tickets in ServiceNow from Hornbill workflows.
This is a Premium Integration.

Cloud Automations

Changes

OperationDescription
Create Change Creates a ServiceNow Change record.
Delete Change Deletes a ServiceNow Change record.
Get Change Details Retrieves information about a ServiceNow Change record.
Update Change Updates a ServiceNow Change record.

Common

OperationDescription
Add Comment This operation will add a customer-facing Comment to a ServiceNow Incident or Change Request.
Add Work Note This operation will add a Work Note to a ServiceNow Incident, Change Request or Problem.
Last 3 Journal Entries Hornbill Integration method for retrieving the last 3 journal entries against a request in ServiceNow
Update Record Hornbill Cloud Automation to update field values against records within a table in ServiceNow. Requires either the System ID (sys_id) or Reference & Column to be provided. If both are provided, then System ID is used.

Customer Service Management

OperationDescription
Accounts
Cases
Consumers
Contacts

Incident Tasks

OperationDescription
Update Incident Task Hornbill Cloud Automation to update field values against ServiceNow Incident Task records. Requires either the System ID (sys_id) or Incident Task Reference (number) to be provided. If both are provided, then System ID is used.

Incidents

OperationDescription
Create Incident Creates a ServiceNow Incident Record.
Delete Incident Deletes a ServiceNow Incident Record.
Get Incident Details Retrieves information about a ServiceNow Incident Record.
Update Incident Updates a ServiceNow Incident Record.

Problems

OperationDescription
Create Problem Creates a ServiceNow Problem Record.
Delete Problem Deletes a ServiceNow Problem Record.
Get Problem Details Retrieves information about a ServiceNow Problem Record.
Update Problem Updates a ServiceNow Problem Record.
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