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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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.
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