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...

Service Desk

The Service Desk provides configuration options for defining your Service Desk. Use this to control if a team member or an entire team can be assigned a request.

Before You Begin

How To Access

  1. Search Configuration for Service Desk.
  2. In the results list select Service Desk in the Service Manager section under Administration.

or

  1. Open Configuration and select Service Manager from the navigation dropdown.
  2. In the navigation panel locate the section titled Administration
  3. Select Service Desk

Teams

The list of teams provided include all teams that have been defined in the organization structure. Each team can be selected to show the members of the team and the current assigment settings.

Enable Assignment

Enable or Disable A Member

When viewing a team, each member has an option to enable assignments. When enable assignments is On the user will be available for requests to be assigned to them.

  • They can be assigned a request in Intelligent Capture.
  • They can be assigned a request from the Assign Action on a request form.
  • They can be assigned a request from a workflow that uses either the Round Robin or Most Available automation.
  • They will receive team assignment notifications.

A Manager who wishes to view the team’s requests from the Request List but not be available for assignment can have the Enable Assignment set to No.

Disable An Entire Team

An entire team can have assigment turned off by having the enable assigment set to No for all members of that team. When all members are set to No

  • The team will not be available for section in Intelligent Capture.
  • The team will not be available for selection on the Assign Action on a request form.
  • The team cannot be used with Round Robin or Most Availalbe workflow automations.