Documentation

{{docApp.title}}

{{docApp.description}}

INDEX

Documentation Library

Search for information on Hornbill Documentation.

{{docApp.searchError}}

{{docApp.searchResultFilteredItems.length}} results for "{{docApp.currentResultsSearchText}}" in {{docApp.searchFilterBySpecificBookTitle}}

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.

{{docApp.libraryHomeViewProduct.title || docApp.libraryHomeViewProduct.id}}

{{docApp.libraryHomeViewProduct.description}}

  1. {{book.title}}

{{group.title || group.id}}

{{group.description}}

  1. {{book.title}}

{{group.title}}

Application Roles

Role Type Privilege Level Description
All Request Access Security User This role provides super user functionality as it grants underlying access to all requests, not just those inside an individual user's service subscription model. Note, with this role a user will not see requests outside of their service subscription model on the request list or when searching for requests through the global search.
Asset Management Admin Security User This role is for an Asset Management Administrator. It includes rights to define new and edit existing Asset Types as well as being able to add detailed Asset information.
Asset Management User Security User This role is for an Asset Management User. It includes rights to define new and edit existing Assets as well as being able to add detailed Asset information.
Asset Manager Assignment User This role should be granted to Asset Managers. It is used for task/activity assignment in the Hornbill Business Process Manager.
CAB Approver Assignment User This role should be granted to CAB Approvers. It is used for task/activity assignment in the Hornbill Business Process Manager.
Change Calendar Viewer Security User This roles grant read only access to the Change Calendar and scheduled Change Requests.
Change Management Full Access Security User This role is for a senior user of Change Management. It supersedes the Change Management User role and includes rights to cancel and reopen Change Requests.
Change Management User Security User This role is for a user of Change Management. It includes rights to view, edit and complete Change Requests.
Change Manager Assignment User This role should be granted to Change Managers. It is used for task/activity assignment in the Hornbill Business Process Manager.
Change Request Assignee Assignment User This role should be granted to Users who have the 'Change Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Config Manager Admin Security User This role is for a Configuration Manager Admin. It includes rights to add, edit and remove properties on Configuration Items
Config Manager User Security User This role is for a Configuration Manager User. It includes rights to browse Configuration Items
HAi User Security User This role allows users to access HAi functionality inside of Service Manager
Hornbill Service Manager Integrations Security User This role is only intended for accounts used to enable integrations or to perform imports.
Hornbill Service Manager Reserved Role Elevation User This role is reserved for Hornbill Service Manager application use and should not be granted to any user.
Hornbill Service Manager System Role Elevation User This role is reserved for Hornbill Service Manager application use and should not be granted to any user.
Incident Assignee Assignment User This role should be granted to Users who have the 'Incident Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Incident Management Full Access Security User This role is for a senior user of Incident Management. It supersedes the Incident Management User role and includes rights to cancel and reopen Incidents.
Incident Management User Security User This role is for a user of Incident Management. It includes rights to view, edit and resolve Incidents.
Knowledge Administrator Security User This role grants access to configuration functionality in knowledge manager, including changing ownership of knowledge bases. It should only be assigned to a user on a temporary basis as and when required.
Knowledge Contributor Security User This role grants access to create and update knowledge base articles. Additional access will need to be granted to perform these functions on private knowledge bases
Knowledge Guest Security Basic This role grants a basic user access to browse and view knowledge manager content
Knowledge Guest Portal Security Guest This role grants access to knowledge manager content from the Hornbill Customer Portal. It should only be applied to the portal and never granted to any user or guest.
Knowledge Manager Security User This role grants access to create and manage knowledge bases. A user with this role should be able to perform all of the required tasks in knowledge manager.
Knowledge User Security User This role grants access to browse and view knowledge manager content
Known Error Assignee Assignment User This role should be granted to Users who have the 'Problem Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
My Boards Security User This role is for the now deprecated MyBoards feature within the Service Manager Application.
Problem Investigation Assignee Assignment User This role should be granted to Users who have the 'Problem Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Problem Management Full Access Security User This role is for a senior user of Problem Management. It supersedes the Problem Management User role and includes rights to cancel and reopen Problems.
Problem Management User Security User This role is for a user of Problem Management. It includes rights to view, edit and resolve Problems.
Release Assignee Assignment User This role should be granted to Users who have the 'Release Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Release Management Full Access Security User This role is for a senior user of Release Management. It supersedes the Release Management User role and includes rights to cancel and reopen Release.
Release Management User Security User This role is for a user of Release Management. It includes rights to view, edit and complete Release.
Release Manager Assignment User This role should be granted to Release Managers. It is used for task/activity assignment in the Hornbill Business Process Manager.
Self Service Request Cancel User Security Guest This role is for a SelfService User that requires access to Cancel Service Requests in the SelfService Portal
Self Service User Security Basic This role is for a Selfservice User that requires access to Self Service to be able to raise and view Requests.
Service Desk Admin Security User This role is for a Service Desk Administrator. This includes, an elevated visibility to Requests and associated actions, the ability to configure Service Manager features via the Administration Tool and the option to restart a failed BPM within a Request. Please be aware that assigning this role gives the user the ability to see the details and perform actions on any request on your instance, regardless of their team visibility. This is effectively a Request "Super User" role.
Service Manager Authorised Guest Security Guest This role is for guests accessing the Hornbill Customer Portal.
Service Manager Delete Questions Security User This role allows Users to delete questions from a Request, designed to help remove sensitive information that cannot otherwise be removed or amended.
Service Manager In-App Reporting Security User This role provides access to the Reports feature in Service Manager.
Service Request Assignee Assignment User This role should be granted to Users who have the 'Service Request User' role. It is used for task/activity assignment in the Hornbill Business Process Manager.
Service Request Full Access Security User This role is for a senior user of Service Request Management. It supersedes the Service Request User role and includes rights to cancel and reopen Service Requests.
Service Request User Security User This role is for a user of Service Request Management. It includes rights to view, edit and fulfill Service Requests.
Services Manager Security User This roles provides administrative options to manage services and their content within Service Portfolio area. A user who is assigned this role will be able to see Services that they own and non-private Services that they support. To see all the Services in the system, you'll need to be in context of a user who is assigned a role that has "admin" privilege level (E.g. Admin Role or Super User Role).
Software Asset Management User Security User This role is for a Software Asset Management User. It includes rights to view Software Asset Management records.
In This Document