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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

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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Entity Details: Requests


This defines the entity for the Requests


  • 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







Delete Record


Search and Browse Control


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


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


Name Related Entity Reference Key Foreign Key Mandatory Managed
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


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
Dynamic ValueReference KeyEntity NameManaged
Service Requesth_fk_referenceServiceRequeststrue
Change Requesth_fk_referenceChangeRequeststrue
Known Errorh_fk_referenceKnownErrorstrue
Customer h_customer_type h_fk_user_id
Dynamic ValueReference KeyEntity NameManaged

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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