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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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Configure HAi - Request Summariser


HAi is currently in a closed beta, speak to customer success should you want to take part.


Once enabled there are some settings explained in the table below that allow for some customisation on the amount of date and what timeline update types are used when generating the request summary, these can be updated by access application settings for service manager.

Setting Description
generativeAi.requestSummary.availablePostTypes List of timeline update types sent to the summariser, this allows you to add in or remove certain update types to be included or excluded from the request summary by default this is set to Authorization,Customer,Email,Escalate,Task,update
generativeAi.limits.activitySteamPosts Limit on the number of posts returned and passed to the summariser, by default this is set to 100 ordered by most recent activity
generativeAi.limits.activitySteamComments Limit on the number of comments per post returned and passed to the summariser, by default this is set to 100
generativeAi.limits.activitySteamContentLength Limit on the maximum content length of a post or comment, anything longer is truncated and passed to the summariser, by default this is set to 1000


The reason for the limits is to minamise the likely hood of a request summary request to our AI Services maxinum out the total number of input tokens allowed, currently 128,000. Very long timelines with lots of large posts can go over this limit. Internally there is a safe guard that even if you crank the limits up a very large timeline will still end up truncated in an effort to provent the AI Service returning an error. The maximum input tokens has been slowly increasing over the months and some services allow for much much larger inputs, something that may be investigated should the limits prove problematic for customers.

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