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...

Scheduled Requests

The Scheduled Requests feature enables Service Manager requests to be generated automatically with a predetermined timetable. For instance, there may be a need to schedule a change to your environment that happens on a weekly or monthly basis.

Topics Covered

  • Accessing Scheduled Requests.
  • Creating a scheduled request.
  • Re-activate an expired scheduled request.

Before You Begin

  • A user requires either the Service Desk Admin or the Hornbill Admin role.

Accessing

  • Open Configuration and search for Scheduled Requests.
  • Select Scheduled Requests from the results list.

-or-

  • Open Configuration and select Service Manager from the navigation drop down
  • Browse the navigation pain for the Administration section.
  • Select Scheduled Requests

Adding a Scheduled Request

Details

  • Name
    This is a mandatory field and also has to be unique in name to other scheduled requests. This field is also used to set the summary field of the request.
  • Description
    This information is added to the description field of the scheduled request.
  • Request Type
    The available request types for scheduling are Incident, Service Request, and Change.

    Tip

    Make sure that the request type you wish to use is enabled and configured on the service that you wish to use.

  • Service
    This field will show the services that the current user supports. Select the Service that the scheduled request will be associated with.
  • Catalog
    Select the request catalog item that will be associated to this request.

    Note

    As this is an automated scheduled request, the Intelligent Capture associated to this request catalog item will not be used to capture information.

  • Team
    The team that this request will be assigned to. Make sure that this team supports the selected service.

Assets

One or more assets can be associated to the scheduled request.

Scheduling

Recurrence pattern

Select one of the following scheduling options

  • Run Once
  • Run Daily
  • Run Monthly
  • Run Every Period

Next event date

When first creating a scheduled request, set the date and time for the first event will take place. Once the first event has happened, this field will display the date and time of the next scheduled event.

Expiry Count

All but the Run Once option have an expiry count. This option limits the number of times the scheduled request will run. Independent of how many days or months are selected in the schedule, the schedule requests will stop once this number has been reached. Use -1 if don’t want to limit the number of times that the scheduled request is run.

Re-Activate an Expired Scheduled Request

After a scheduled request has been completed and there are no more recurrences to create a new request, the status is changed to Expired. If you wish to reuse an expired scheduled request

  1. Open the list of Scheduled Requests.
  2. Click on the Update option on the expired Scheduled Request that needs to be re-activated.
  3. Update the schedule and set up a new schedule.
  4. Click on the Re-activate button.

Schedule Calendar

A calendar view has been provided as a convieniant way to view schedule requests. For each scheduled request, the initial logged request along with its next scheduled event will be displayed in the calendar. The calendar can be accessed by clicking on the Schedule Calendar button.

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