Documentation Library

Search for information on Hornbill Documentation.


{{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

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.

{{docApp.libraryHomeViewProduct.title ||}}


  1. {{book.title}}

{{group.title ||}}


  1. {{book.title}}


Security Role - Service Desk Admin

Role Information

  • Application Reference: com.hornbill.servicemanager
  • Type: Security - Roles of this type are shipped by Hornbill for the purpose of assigning platform and application rights to user sessions.
  • Privilege Level: User - The privilege level applied to normal user of the system. If a normal user is granted every right available then the user becomes a security equivalent to an admin user.

Role Rights

Application Rights

The following are the application rights assigned to the Service Desk Admin role.

Group A - Service Desk and Self Service

ID Description
viewServiceDesk View Service Desk
administerServiceDesk Administer Service Desk
viewRequests View Requests
updateRequests Update Requests
viewIncidents View Incidents
createIncidents Create Incidents
updateIncidents Update Incidents
resolveIncidents Resolve Incidents
closeIncidents Close Incidents
cancelIncidents Cancel Incidents
reopenIncidents Reopen Incidents
viewServiceRequests View Service Requests
createServiceRequests Create Service Requests
updateServiceRequests Update Service Requests
resolveServiceRequests Resolve Service Requests
closeServiceRequests Close Service Requests
cancelServiceRequests Cancel Service Requests
reopenServiceRequests Reopen Service Requests
viewCustomerRecords View Customer Records
exportRequestsList Export Requests List
manageBoards Manage Boards
viewSelfService View Self Service
registerDevices Register Devices
restartBPMProcess Restart BPM Process
managePortalSettings Manage Portal Settings
updateLockedIncidents Update Locked Incidents
advancedRequestTaskCompleter Advanced Request Task Completer
updateLockedServiceRequests Update Locked Service Requests
deleteQuestions Delete Questions
viewReportsModule View Reports Module
updateAnswers Update Answers
manageSnippets Can Manage Snippets

Group B - Problem Management

ID Description
viewProblemManagement View Problem Management
administerProblemManagement Administer Problem Management
viewProblems View Problems
createProblems Create Problems
updateProblems Update Problems
resolveProblems Resolve Problems
closeProblems Close Problems
cancelProblems Cancel Problems
reopenProblems Reopen Problems
viewKnownErrors View Known Errors
createKnownErrors Create Known Errors
updateKnownErrors Update Known Errors
resolveKnownErrors Resolve Known Errors
closeKnownErrors Close Known Errors
cancelKnownErrors Cancel Known Errors
updateLockedProblems Update Locked Problems
updateLockedKnownErrors Update Locked Known Errors
reopenKnownErrors Reopen Known Errors

Group C - Change and Release Management

ID Description
viewChangeManagement View Change Management
administerChangeManagement Administer Change Management
viewChangeRequests View Changes
createChangeRequests Create Changes
updateChangeRequests Update Changes
resolveChangeRequests Resolve Changes
closeChangeRequests Close Changes
cancelChangeRequests Cancel Changes
reopenChangeRequests Reopen Changes
viewReleaseManagement View Release Management
administerReleaseManagement Administer Release Management
viewReleases View Releases
createReleases Create Releases
updateReleases Update Releases
closeReleases Close Releases
cancelReleases Cancel Releases
reopenReleases Reopen Releases
resolveReleases Resolve Releases
updateLockedChangeRequests Update Locked Change Requests
updateLockedReleases Update Locked Releases
restrictChangeCalendar Apply restrictions to Change Calendar

Group D - Asset Management

ID Description
viewConfigurationItems View Configuration Items

Group E - Service Level Management

There are no Group E application rights assigned to this role.

Group F - Service Management

ID Description
manageServiceOwners Manage Service Owners

Group G - Self Service

ID Description
viewIncidents View Incidents
viewServiceRequests View Service Requests
viewChangeRequests View Change Requests
createIncidents Create Incidents
createServiceRequests Create Service Requests
createChangeRequests Create Change Requests
updateIncidents Update Incidents
updateServiceRequests Update Service Requests
updateChangeRequests Update Change Requests
closeIncidents Close Incidents
closeServiceRequests Close Service Requests
closeChangeRequests Close Change Requests
reopenIncidents Reopen Incidents
reopenServiceRequests Reopen Service Requests
reopenChangeRequests Reopen Change Requests

Group H - Entities Access Control

There are no Group H application rights assigned to this role.

System Rights

The following are the system rights assigned to the Service Desk Admin role.

Group A - systemRightsAType

ID Description
manageSlcs Can manage service level calendars
createSlc Can create service level calendar
updateSlc Can update service level calendar
deleteSlc Can delete service level calendar
manageTimers Can manage timer instances
createTimer Can create timer instance
updateTimer Can update timer instance
deleteTimer Can delete timer instance
canSpawnProcess Can spawn business process
changeDocumentOwner Can change document owner

Group B - systemRightsBType

ID Description
manageProfileCategories Can manage profile categories
createProfileCategory Can create profile category
updateProfileCategory Can update profile category
deleteProfileCategory Can delete profile category
addProfile Can add profile code
updateProfile Can update profile code
deleteProfile Can delete profile code
deleteDocument Can delete indexer document

Group C - systemRightsCType

ID Description
manageBpm Can manage business processes
manageApplicationSettings Can manage application configurations
manageProgressiveCapture Can manage progressive capture
manageWebHooks Can manage web hooks

Group D - systemRightsDType

There are no Group D system rights assigned to this role.

Group E - systemRightsEType

ID Description
postMessage Can post activity message

Group F - systemRightsFType

There are no Group F system rights assigned to this role.

Group G - systemRightsGType

There are no Group G system rights assigned to this role.

Group H - systemRightsHType

There are no Group H system rights assigned to this role.

In This Document