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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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Application API / chatbotKnowledgeSearch

Operation Information

  • Application Reference: com.hornbill.servicemanager
  • Scope: Global
  • Class: Application
  • Required Privilege Level: user
  • Required Rights: Group H - executeSystemAPIs


This operation is responsible for querying various entities via chatbot integrations, and returns relevant search results

Request Parameters

The chatbotKnowledgeSearch 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
entities xs:string Yes Array of Entities to Search against i.e. ["Faqs", "PublishedRequests","Requests"]
userId xs:string Yes ID of the user to search against
searchQuery xs:string Yes The User's Search Query
serviceId xs:string No The service ID
site xs:string No The site
category xs:string No The category
rowStart xs:integer Yes Used for paginating the results
limit xs:integer Yes Used for paginating the results
getCount xs:boolean No If true, then returns the total number of results
getData xs:boolean No If true, then returns the results
openRequestsOnly xs:boolean No If true, then returns the open requests only

Response Parameters

Name Type Description
searchResults xs:string List of results
totalSearchResults xs:string The total count of the results
exceptionName xs:string The name of the exception, if any exception occurs
exceptionDescription xs:string The description of the exception, if any exception occurs

Code Examples

In This Document