Documentation
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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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More...

Application Rights

  • Article
  • 20 minutes to read

Group A - Service Desk and Self Service

Right Description Assigned To Roles
viewServiceDesk View Service Desk Incident Management Full Access
Incident Management User
Service Desk Admin
Service Request Full Access
Service Request User
administerServiceDesk Administer Service Desk Service Desk Admin
viewRequests View Requests Change Management Full Access
Change Management User
Release Management Full Access
Release Management User
Incident Management Full Access
Incident Management User
Problem Management Full Access
Problem Management User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
updateRequests Update Requests Change Management Full Access
Change Management User
Release Management Full Access
Release Management User
Incident Management Full Access
Incident Management User
Problem Management Full Access
Problem Management User
Service Desk Admin
Service Request Full Access
Service Request User
viewIncidents View Incidents Incident Management Full Access
Incident Management User
Service Desk Admin
createIncidents Create Incidents Incident Management Full Access
Incident Management User
Service Desk Admin
updateIncidents Update Incidents Incident Management Full Access
Incident Management User
Service Desk Admin
resolveIncidents Resolve Incidents Incident Management Full Access
Incident Management User
Service Desk Admin
closeIncidents Close Incidents Incident Management Full Access
Incident Management User
Service Desk Admin
cancelIncidents Cancel Incidents Incident Management Full Access
Service Desk Admin
reopenIncidents Reopen Incidents Incident Management Full Access
Service Desk Admin
viewServiceRequests View Service Requests Service Desk Admin
Service Request Full Access
Service Request User
createServiceRequests Create Service Requests Service Desk Admin
Service Request Full Access
Service Request User
updateServiceRequests Update Service Requests Service Desk Admin
Service Request Full Access
Service Request User
resolveServiceRequests Resolve Service Requests Service Desk Admin
Service Request Full Access
Service Request User
closeServiceRequests Close Service Requests Service Desk Admin
Service Request Full Access
Service Request User
cancelServiceRequests Cancel Service Requests Service Desk Admin
Service Request Full Access
reopenServiceRequests Reopen Service Requests Service Desk Admin
Service Request Full Access
viewCustomerRecords View Customer Records Change Management Full Access
Change Management User
Release Management Full Access
Release Management User
Incident Management Full Access
Incident Management User
Problem Management Full Access
Problem Management User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
exportRequestsList Export Requests List Change Management Full Access
Change Management User
Release Management Full Access
Release Management User
Incident Management Full Access
Incident Management User
Problem Management Full Access
Problem Management User
Service Desk Admin
Service Request Full Access
Service Request User
manageBoards Manage Boards Change Management Full Access
Change Management User
Release Management Full Access
Release Management User
Incident Management Full Access
Incident Management User
My Boards
Problem Management Full Access
Problem Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
viewSelfService View Self Service Service Desk Admin
registerDevices Register Devices Self Service User
Service Desk Admin
restartBPMProcess Restart BPM Process Service Desk Admin
managePortalSettings Manage Portal Settings Service Desk Admin
updateLockedIncidents Update Locked Incidents Incident Management Full Access
Service Desk Admin
advancedRequestTaskCompleter Advanced Request Task Completer Change Management Full Access
Release Management Full Access
Incident Management Full Access
Problem Management Full Access
Service Desk Admin
Service Request Full Access
updateLockedServiceRequests Update Locked Service Requests Service Desk Admin
Service Request Full Access
deleteQuestions Delete Questions Service Desk Admin
Service Manager Delete Questions
viewReportsModule View Reports Module Service Desk Admin
Service Manager In-App Reporting
updateAnswers Update Answers Service Desk Admin
Service Manager Delete Questions
manageSnippets Can Manage Snippets Service Desk Admin
allRequestAccess Can Access All Requests

Group B - Problem Management

Right Description Assigned To Roles
viewProblemManagement View Problem Management Problem Management Full Access
Problem Management User
Service Desk Admin
administerProblemManagement Administer Problem Management Service Desk Admin
viewProblems View Problems Problem Management Full Access
Problem Management User
Service Desk Admin
createProblems Create Problems Problem Management Full Access
Problem Management User
Service Desk Admin
updateProblems Update Problems Problem Management Full Access
Problem Management User
Service Desk Admin
resolveProblems Resolve Problems Problem Management Full Access
Problem Management User
Service Desk Admin
closeProblems Close Problems Problem Management Full Access
Problem Management User
Service Desk Admin
cancelProblems Cancel Problems Problem Management Full Access
Service Desk Admin
reopenProblems Reopen Problems Problem Management Full Access
Service Desk Admin
viewKnownErrors View Known Errors Problem Management Full Access
Problem Management User
Service Desk Admin
createKnownErrors Create Known Errors Problem Management Full Access
Problem Management User
Service Desk Admin
updateKnownErrors Update Known Errors Problem Management Full Access
Problem Management User
Service Desk Admin
resolveKnownErrors Resolve Known Errors Problem Management Full Access
Problem Management User
Service Desk Admin
closeKnownErrors Close Known Errors Problem Management Full Access
Problem Management User
Service Desk Admin
cancelKnownErrors Cancel Known Errors Problem Management Full Access
Service Desk Admin
updateLockedProblems Update Locked Problems Problem Management Full Access
Service Desk Admin
updateLockedKnownErrors Update Locked Known Errors Problem Management Full Access
Service Desk Admin
reopenKnownErrors Reopen Known Errors Problem Management Full Access
Service Desk Admin

Group C - Change and Release Management

Right Description Assigned To Roles
viewChangeManagement View Change Management Change Management Full Access
Change Management User
Service Desk Admin
administerChangeManagement Administer Change Management Hornbill Service Manager System Role
Hornbill Service Manager Reserved Role
Service Desk Admin
viewChangeRequests View Changes Change Calendar Viewer
Change Management Full Access
Change Management User
Service Desk Admin
createChangeRequests Create Changes Change Management Full Access
Change Management User
Service Desk Admin
updateChangeRequests Update Changes Change Management Full Access
Change Management User
Service Desk Admin
resolveChangeRequests Resolve Changes Change Management Full Access
Change Management User
Service Desk Admin
closeChangeRequests Close Changes Change Management Full Access
Change Management User
Service Desk Admin
cancelChangeRequests Cancel Changes Change Management Full Access
Service Desk Admin
reopenChangeRequests Reopen Changes Change Management Full Access
Service Desk Admin
viewReleaseManagement View Release Management Release Management Full Access
Release Management User
Service Desk Admin
administerReleaseManagement Administer Release Management Service Desk Admin
viewReleases View Releases Change Calendar Viewer
Release Management Full Access
Release Management User
Service Desk Admin
createReleases Create Releases Release Management Full Access
Release Management User
Service Desk Admin
updateReleases Update Releases Release Management Full Access
Release Management User
Service Desk Admin
closeReleases Close Releases Release Management Full Access
Release Management User
Service Desk Admin
cancelReleases Cancel Releases Release Management Full Access
Service Desk Admin
reopenReleases Reopen Releases Release Management Full Access
Release Management User
Service Desk Admin
resolveReleases Resolve Releases Release Management Full Access
Release Management User
Service Desk Admin
updateLockedChangeRequests Update Locked Change Requests Change Management Full Access
Service Desk Admin
updateLockedReleases Update Locked Releases Release Management Full Access
Service Desk Admin
restrictChangeCalendar Apply restrictions to Change Calendar Change Management Full Access
Release Management Full Access
Service Desk Admin

Group D - Asset Management

Right Description Assigned To Roles
viewAssetManagement View Asset Management Asset Management Admin
Asset Management User
viewAssetAuditTrail View Asset Audit Trail Asset Management Admin
administerAssetManagement Administer Asset Management Asset Management Admin
viewCMS View CMS Asset Management Admin
viewConfigurationItems View Configuration Items Asset Management Admin
Change Management Full Access
Change Management User
Release Management Full Access
Release Management User
Incident Management Full Access
Incident Management User
Problem Management Full Access
Problem Management User
Service Desk Admin
Service Request Full Access
Service Request User
Config Manager Admin
Config Manager User
createConfigurationItems Create Configuration Items Asset Management Admin
Config Manager Admin
editConfigurationItems Edit Configuration Items Asset Management Admin
Config Manager Admin
deleteConfigurationItems Delete Configuration Items Asset Management Admin
Config Manager Admin
viewSoftwareInventory View Software Inventory Software Asset Management User
viewConfigurationManagement View Configuration Management Config Manager Admin
Config Manager User

Group E - Service Level Management

Right Description Assigned To Roles
viewServiceLevelManagement View Service Level Management
viewServiceLevelRequirements View Service Level Requirements
createServiceLevelRequirements Create Service Level Requirements
editServiceLevelRequirements Edit Service Level Requirements
deleteServiceLevelRequirements Delete Service Level Requirements
viewServiceLevelAgreements View Service Level Agreements
createServiceLevelAgreements Create Service Level Agreements
editServiceLevelAgreements Edit Service Level Agreements
deleteServiceLevelAgreements Delete Service Level Agreements
viewServiceLevelReports View Service Level Reports
createServiceLevelReports Create Service Level Reports
editServiceLevelReports Edit Service Level Reports
deleteServiceLevelReports Delete Service Level Reports
updateRequestServiceLevel Update Service Levels on a Request

Group F - Service Management

Right Description Assigned To Roles
viewServiceRecords View Service Records Services Manager
createServiceRecords Create Service Records Services Manager
editServiceRecords Edit Service Records Services Manager
deleteServiceRecords Delete Service Records Services Manager
manageSubscriptions Manage Subscriptions Services Manager
manageServiceOwners Manage Service Owners Service Desk Admin

Group G - Self Service

Right Description Assigned To Roles
viewIncidents View Incidents Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
viewServiceRequests View Service Requests Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
viewChangeRequests View Change Requests Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
createIncidents Create Incidents Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
createServiceRequests Create Service Requests Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
createChangeRequests Create Change Requests Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
updateIncidents Update Incidents Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
updateServiceRequests Update Service Requests Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
updateChangeRequests Update Change Requests Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
closeIncidents Close Incidents Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
closeServiceRequests Close Service Requests Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
closeChangeRequests Close Change Requests Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
cancelServiceRequests Cancel Service Requests Self Service Request Cancel User
reopenIncidents Reopen Incidents Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
reopenServiceRequests Reopen Service Requests Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User
reopenChangeRequests Reopen Change Requests Change Management Full Access
Change Management User
Incident Management Full Access
Incident Management User
Self Service User
Service Desk Admin
Service Manager Authorised Guest
Service Request Full Access
Service Request User

Group H - Entities Access Control

Right Description Assigned To Roles
executeQueries Allow execution of application queries Hornbill Service Manager Integrations
addEntityRecord Add an Entity Record Hornbill Service Manager Integrations
viewEntityRecord View an Entity Record Hornbill Service Manager Integrations
updateEntityRecord Update an Entity Record Hornbill Service Manager Integrations
deleteEntityRecord Delete an Entity Record Hornbill Service Manager Integrations
searchEntityRecords Search Entity Records Hornbill Service Manager Integrations
sendNotifications Send Notifications Hornbill Service Manager Integrations
executeSystemAPIs Allow execution of Service Manager System APIs Hornbill Service Manager Integrations
canAdministerKnowledgeManager Can Administer Knowledge Manager Knowledge Administrator
canAccessKnowledge Can Access Knowledge Knowledge Administrator
Knowledge Manager
Knowledge Contributor
Knowledge User
canAccessFaqs Can Access FAQs
canAccessKnownIssues Can Access Known Issues
canAccessLessonsLearnt Can Access Lessons Learnt
canCreateKnowledgeBases Can Create Knowledge Bases Knowledge Manager
canViewKnowledgeBases Can View Knowledge Bases Knowledge Manager
Knowledge Contributor
Knowledge User
Knowledge Guest
Knowledge Guest Portal
canUpdateKnowledgeBases Can Update Knowledge Bases Knowledge Manager
canDeleteKnowledgeBases Can Delete Knowledge Bases Knowledge Manager
canCreateKnowledgeBaseTopics Can Create Knowledge Base Topics Knowledge Manager
canViewKnowledgeBaseTopics Can View Knowledge Base Topics Knowledge Manager
Knowledge User
Knowledge Guest
Knowledge Guest Portal
canUpdateKnowledgeBaseTopics Can Update Knowledge Base Topics Knowledge Manager
canDeleteKnowledgeBaseTopics Can Delete Knowledge Base Topics Knowledge Manager
canCreateKnowledgeBaseAccess Can Create Knowledge Base Access Knowledge Manager
canViewKnowledgeBaseAccess Can View Knowledge Base Access Knowledge Manager
canUpdateKnowledgeBaseAccess Can Update Knowledge Base Access Knowledge Manager
canDeleteKnowledgeBaseAccess Can Delete Knowledge Base Access Knowledge Manager
canCreateKnowledgeBaseArticles Can Create Knowledge Base Articles Knowledge Manager
canViewKnowledgeBaseArticles Can View Knowledge Base Articles Knowledge Manager
Knowledge Contributor
Knowledge User
Knowledge Guest
Knowledge Guest Portal
canUpdateKnowledgeBaseArticles Can Update Knowledge Base Articles Knowledge Manager
canDeleteKnowledgeBaseArticles Can Delete Knowledge Base Articles Knowledge Manager
canCreateKnowledgeBaseArticleTypes Can Create Knowledge Base Article Types Knowledge Administrator
canViewKnowledgeBaseArticleTypes Can View Knowledge Base Article Types Knowledge Administrator
Knowledge Manager
Knowledge User
Knowledge Guest
Knowledge Guest Portal
canUpdateKnowledgeBaseArticleTypes Can Update Knowledge Base Article Types Knowledge Administrator
canDeleteKnowledgeBaseArticleTypes Can Delete Knowledge Base Article Types
canCreateKnowledgeFaqs Can Create Knowledge FAQs
canViewKnowledgeFaqs Can View Knowledge FAQs
canUpdateKnowledgeFaqs Can Update Knowledge FAQs
canDeleteKnowledgeFaqs Can Delete Knowledge FAQs
canCreateKnowledgeFaqCollections Can Create Knowledge FAQ Collections
canViewKnowledgeFaqCollections Can View Knowledge FAQ Collections
canUpdateKnowledgeFaqCollections Can Update Knowledge FAQ Collections
canDeleteKnowledgeFaqCollections Can Delete Knowledge FAQ Collections
canSearchKnowledge Can Search Knowledge
canBrowseKnowledge Can Browse Knowledge
canAccessHAi Can Access HAi
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