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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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Requests Entity - smUpdateStatus

Operation Information

  • Application Reference: com.hornbill.servicemanager
  • Scope: Entity - Requests
  • Class: Entity
  • Required Privilege Level: guest
  • Required Rights: none


This flowcode is used to update the Status of a request and optionally update the Sub-status. You can choose whether to update the timeline, set the visibility of the timeline post and choose to set an indefinite or fixed off-hold time if updating the request status to 'On Hold'

Request Parameters

The smUpdateStatus API takes the following input parameters. It is important to note that the parameters must satisfy the requirement of the input validation checks.

Name Type Required Description
requestId xs:string No The h_pk_reference value of the h_itsm_requests record.
status xs:string No The status that the request is to be updated to (New, Open, On Hold, Resolved, Closed, Cancelled).
subStatus xs:string No The sub-status that the request is to be updated to
updateTimeline xs:string No Indicates whether or not a system update is made to the request timeline. Default is No. This param is superseeded by the input param manualUpdateTimeline.
manualUpdateTimeline xs:string No Freetext update to the request timeline. This superseeds the input param updateTimeline.
visibility xs:string No The request timeline post visibility. If not specified, the application option value will be used.
onHoldUntilDate xs:dateTime No If placing on hold, you can provide the date and time that the request is to be placed On Hold until.
statusActionReason xs:string No You can enter some descriptive text here relating to reasons for the action e.g. reason for placing on hold, reason for cancelling etc

Response Parameters

Name Type Description
activityId xs:string The ID of the entry created in the activity stream
exceptionName xs:string Name of the returned exception
exceptionDescription xs:string Description of the returned exception

Code Examples

In This Document