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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

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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Request Parameters - Additional Information

Request Parameters - Additional Information


The questionFieldMap input parameter enables the population of any of the available fields against your request records.

The input is of type xs:string, but the API expects a string representation of a JSON object, with key-value pairs for each field needing updating, where they keys are the database field names and the values are in their native datatypes. The following example, when provided as a string to the questionFieldMap input parameter, would prompt the API to update the h_custom_a, h_custom_p, h_custom_21 and h_custom_26 fields angainst the target request:

  "h_custom_a": "A VARCHAR(255) string to be written into h_custom_a",
  "h_custom_p": "A LONGTEXT string to be written into h_custom_p",
  "h_custom_21": "2023-11-01 15:07:42",
  "h_custom_26": 42


The connectionMap input parameter enables the association of the request being created with users and contacts in the form of Request Connections.

The input is of type xs:string, but the API expects a string representation of a JSON array of objects, with key-value pairs in each object. The following example, when provided as a string to the connectionMap input parameter, would add two connections to the newly created request:

    "connectionType": "connection.impacted",
    "userType": "account",
    "userId": "change",
    "comment": "I am impacted"
    "connectionType": "connection.interested",
    "userType": "contact",
    "userId": "42"

The keys available to the connection objects are:

  • connectionType - Mandatory - Type: xs:string - The type of connection. Values to use can be found in the requestConnectionType Simple List.
  • userType - Mandatory - Type: xs:string - Can be account or contact, depending on whether the user being associated as a connection is a user of the Hornbill platform (basic or full), or an externally-supported organization contact.
  • userId - Mandatory - Type: xs:string - The ID of the user.
  • comment - Optional - Type: xs:string - A comment to associate to the connection.
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