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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Description
This defines the entity for the Requests
Details
- Application Reference:
com.hornbill.servicemanager
- Table:
h_itsm_requests
- Display Name:
Requests
Entity Options
- Enable Webhooks:
true
- Visible To Reporting:
false (default)
- Enable Business Rules:
false (default)
- Disable Direct Access:
false (default)
Entity Name List
- ID Column:
h_pk_reference
- Filter:
No filter
- Columns:
- No entity name list columns have been specified.
Access Control
No access controls have been defined.
Entity Access Control
- Privilege Level:
user
Browse
app.h.searchEntityRecords
Search
app.h.searchEntityRecords
Update
app.h.updateEntityRecord
Delete Record
app.h.deleteEntityRecord
Search and Browse Control
Filter
No search filter has been defined.
Searchable Columns
h_container_id
h_dateclosed
h_datelastmodified
h_datelogged
h_dateresolved
h_external_ref_number
h_fk_team_id
h_fk_user_id
h_fk_user_name
h_impact
h_urgency
h_ownerid
h_pk_reference
h_request_prefix
h_requesttype
h_status
h_source_id
h_source_type
h_sub_status
h_sub_status_id
Result Columns
h_actions_control
h_bpm_id
h_category
h_category_id
h_closure_category
h_closure_category_id
h_container_id
h_dateclosed
h_datelogged
h_dateresolved
h_date_submitted
h_description
h_fixby
h_fixtime
h_fixtimeid
h_fk_servicelevelname
h_fk_team_id
h_fk_user_id
h_historic
h_impact
h_impact_id
h_urgency
h_urgency_id
h_locked_details
h_ownerid
h_onholduntil
h_pk_reference
h_rating
h_request_prefix
h_requesttype
h_resolution
h_respondby
h_responsetime
h_responsetimeid
h_site
h_site_id
h_status
h_sub_status
h_sub_status_id
h_summary
h_withinfix
h_withinresponse
h_external_ref_number
h_source_id
h_source_type
Free Text Index
- Index Storage:
HornbillITSM
- Index Document Reference Column:
h_idx_ref
Indexed Columns
Name | Tokenized | Search Key |
---|---|---|
h_category_id |
false | |
h_customer_type |
false | |
h_datelogged |
false | |
h_dateclosed |
false | |
h_description |
false | |
h_external_ref_number |
false | |
h_fk_serviceid |
false | |
h_fk_servicename |
false | |
h_fk_team_id |
false | |
h_fk_team_name |
false | |
h_fk_user_id |
false | |
h_fk_user_name |
false | |
h_ownerid |
false | |
h_ownername |
false | |
h_pk_reference |
false | |
h_requesttype |
false | |
h_site_id |
false | |
h_status |
false | |
h_summary |
false |
Result Columns
h_category_id
h_customer_type
h_datelogged
h_description
h_external_ref_number
h_fk_serviceid
h_fk_servicename
h_fk_team_id
h_fk_team_name
h_fk_user_id
h_fk_user_name
h_ownerid
h_ownername
h_pk_reference
h_request_prefix
h_requesttype
h_site_id
h_status
h_summary
File Attachment Store
- Store ID:
fs_entity
- Timeout:
PT10S
- Key Expression:
Not specified
Activity Stream
- Visibility:
public
- Record Display Name:
{%h_requesttype%} {%h_pk_reference%}
- Activity Stream Reference Column:
h_activity_stream_id
- Contact Reference Column:
none
- Access Token Timeout:
P0DT4H0M0S
Data Change Log
- Data Change Log Table:
h_itsm_requests_change_log
Data Change Log Columns
h_fk_priorityid
h_fk_team_id
h_ownerid
h_urgency_id
h_impact_id
h_status
h_sub_status_id
h_hai_sentiment
Entity Relationships
One-to-One
Name | Related Entity | Reference Key | Foreign Key | Mandatory | Managed |
---|---|---|---|---|---|
Extended Information |
RequestsExtended |
h_request_id |
h_pk_reference |
true |
true |
owner |
Colleagues |
h_user_id |
h_ownerid |
false |
false |
RaisedBy |
Colleagues |
h_user_id |
h_createdby |
false |
false |
Organization |
Container |
h_id |
h_container_id |
false |
false |
Customer Contact |
Contact |
h_pk_id |
h_fk_user_id |
false |
false |
Customer Coworker |
Colleagues |
h_user_id |
h_fk_user_id |
false |
false |
RequestLastActivity |
RequestLastActivity |
h_id |
h_last_update_activity_id |
false |
false |
RequestSite |
Sites |
h_id |
h_site_id |
false |
false |
One-to-Many
Name | Related Entity | Reference Key | Foreign Key | Mandatory | Managed |
---|---|---|---|---|---|
Assignments |
RequestAssignments |
h_request_id |
h_pk_reference |
false |
true |
Attachments |
RequestAttachments |
h_request_id |
h_pk_reference |
false |
true |
BoardCards |
BoardCards |
h_request_id |
h_pk_reference |
false |
true |
Connections |
RequestConnections |
h_request_id |
h_pk_reference |
false |
true |
Members |
RequestMembers |
h_request_id |
h_pk_reference |
false |
true |
HistoricUpdates |
RequestHistoricUpdates |
h_fk_reference |
h_pk_reference |
false |
true |
HistoricUpdateAttachments |
RequestHistoricUpdateAttachments |
h_callref |
h_pk_reference |
false |
true |
Published Requests |
PublishedRequests |
h_request_id |
h_pk_reference |
false |
true |
ServiceLevelTargets |
RequestSLMTargets |
h_request_id |
h_pk_reference |
false |
true |
Questions |
Questions |
h_entity_ref |
h_pk_reference |
false |
true |
RequestFeedback |
RequestFeedback |
h_request_id |
h_pk_reference |
false |
true |
ServiceLevelEvents |
RequestSLMEvt |
h_request_id |
h_pk_reference |
false |
true |
ServiceLevelArchive |
RequestSLMArchive |
h_request_id |
h_pk_reference |
false |
true |
RequestTimers |
RequestTimers |
h_request_id |
h_pk_reference |
false |
true |
RequestBPMEvt |
RequestBPMEvt |
h_request_id |
h_pk_reference |
false |
true |
Team Assignment |
TeamAssignment |
h_request_id |
h_pk_reference |
false |
true |
RequestApprovers |
RequestApprovers |
h_request_id |
h_pk_reference |
false |
true |
Statuses |
Statuses |
h_status_id |
h_sub_status_id |
false |
false |
Assessments |
RequestAssessments |
h_request_id |
h_pk_reference |
false |
true |
RequestNotices |
RequestNotices |
h_request_id |
h_pk_reference |
false |
true |
Many-to-One
Name | Related Entity | Reference Key | Foreign Key | Mandatory | Managed | Mapped Values |
---|---|---|---|---|---|---|
Team |
Team |
h_id |
h_fk_team_id |
false |
false |
No mapped values defined |
Priority |
Priority |
h_pk_priorityid |
h_fk_priorityid |
false |
false |
No mapped values defined |
Services |
Services |
h_pk_serviceid |
h_fk_serviceid |
false |
false |
No mapped values defined |
Dynamic One-to-One
Name | Dynamic Value Column | Foreign Key | Related Entities | ||||||||||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Call Type |
h_requesttype |
h_pk_reference |
|
||||||||||||||||||||||||||||
Customer |
h_customer_type |
h_fk_user_id |
|
Self Many-to-Many
Name | Linking Table | Left Column | Right Column | Managed |
---|---|---|---|---|
relatedRequests |
h_sm_relationship_entities |
h_entity_id |
h_linked_entity_id |
true |
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In This Document