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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

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.

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HAi Dashboard

Dashboard Access

The HAi Dashboard is available to any user associated with one of the following roles:

Role Description
Service Desk Admin 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.

Additionally, any user with the application right rightA.administerServiceDesk can enable HAi features.


The HAi Value Dashboard is designed to show you your organization’s usage of HAi and estimate hours saved through generative AI (summarizing as generating text output). These calculations are estimates and are configurable. The top-line widgets show rolling 30-day usage and savings.

The first two line charts show the savings per month over the last 12 months. This will take a few weeks of usage before output is properly populated.

The second two charts show (1) Usage per day for the last 30 days by product area and (2) The top 4 most active users based on prompt usage over the last 30 days. Currently, no additional filters can be applied to the dashboard. Hornbill Ai Dashboard


The following application settings control the calculations on the value dashboard

Setting Description Default
generativeAi.dashboard.currencySymbol Currency to use when displaying value saved based on ratePerMinute. £
generativeAi.dashboard.ratePerMinute Lowest FTE cost per minute based on currency from currencySymbol. 0.2
generativeAi.dashboard.readingRate Average words per minute reading a document. 200
generativeAi.dashboard.typeingRate Average words per minute when typing a document. 40
generativeAi.dashboard.wordsPerToken Estimate the number of words per token to convert tokens from prompts to words. 1.3
In This Document