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...

Assessment Levels

Assessment Levels help define the importance of a request. These levels can be allocated to three types of assessment which include priority, impact, and urgency. Levels can be applied to a request using the Assessment action when viewing a request record.

How To Access

Assessment Levels are defined under the Service Manager configuration.

  1. On the keyboard use the key combination Ctrl+Shift+s.
  2. Search Configuration for Assessment.
  3. In the results list select Assessments.

or

  1. Open conifiguration and select Service Manager from the navigation dropdown.
  2. In the navigation panel locate the section titled Administration.
  3. Select Assessments.
  4. Select the Levels tab.

Default Levels

Four default levels are provided for each assessment type. This includes Low, Medium, High, and Critical. The Levels tab provides options to delete, add, rename, and provide translations for the available levels.

Assessment Levels

Changing the Order

On the left side of each level, an icon is visible that allows you to drag and drop to change the order in they are displayed in picklists, where they are selected. This is commonly used when adding new levels. A new level will be automatically placed at the bottom of the list. You can then move the new level to a suitable position.

Priority

Priority is available to any request that is using the Assessment action. The priority can be viewed as a column in the request list and can be sorted to bring the most important requests to the top of the list.

  • The priority can help determine the service level that needs to be applied to a request.
  • The priority can be automatically increased using a service level escalation.
  • Within a workflow, the priority can be used to drive communications and the process to take.

Impact

Impact is currently only available by using an assessment questionnaire. The assessment questionnaire is initiated through a workflow automation.

Urgency

Urgency is not available on the request’s assessment action by default. There are two options to using urgency.

Using the following setting, the urgency picklist can be made available on the request’s assessment action. This is a global setting and it will apply to all requests.

Name Description
app.com.hornbill.servicemanager.request.assessment.visibility This setting enables the urgency selector in the assessment action tab when viewing a request. When this selector is not required, select the ‘None’ option.

Urgency can be enabled from a workflow, which includes providing a questionnaire. The benefit of using the workflow automation is that the urgency can be presented at a set point within the workflow.