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

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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Request Settings

Use Request Settings to control the behavior of various features on Requests in Service Manager

On Hold Settings

Choose which request actions will be enabled when a request is placed on hold, by default the following actions are enabled:

  • Update
  • Boards
  • Cancel

Tick any actions which you wish to allow whilst requests are on-hold, or un-tick those which you wish to disable. Use the Save option to apply the changes.

Revert any changes to the default settings by using the Reset option

Resolve Settings

Manage the Resolve settings to control the behavior when resolving requests

  • All manual Resolve / Close without an owner
  • Automatically mark SLM Resolution Timer as part of the resolve action? If using BPM to mark the resolution timer at times other than when resolving this should be turned off
  • Enable the option to action on linked requests against a request through the Resolve tab
  • This will prevent a request from resolving if it has open activities

Customer Section

Choose which customer attributes will be displayed in the customer details section on request forms

  • Tick any attributes which you wish to display, or un-tick those which you wish to hide.
  • Revert any changes to the default settings by using the Reset to default.png option

A customer of a request can be either a user or a contact, as such you can configure the attributes you wish to display depending on the type of customer of the request.