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...

Using Intelligent Capture

Intelligent Capture allows you to configure what information is collected or captured when a request is being manually raised. This may consist of a single question or a collection of questions that are presented to a user. The captured information can help with the fulfillment of the request.

Capture Question

Intelligent Capture scripts are initiated from the different locations where a new request can be raised. This might be a support person raising a new request from their request list or a customer raising a request on a self-service portal.

Topics Covered

  • Where Intelligent Capture scripts are used.
  • Advanced settings.

Before You Begin

Request List

When raising a request from the Request List a capture script can be used to help guide the user through the collection of information that is required to submit the new request.

The Raise New option located at the top right of the Request List is split into two functional areas.

Raise New Request

  • Raise New
    Clicking on the main button labeled Raise New will initiate an Intelligent Capture that is not specific to any request type. When the service desk receives a phone call they can click on this button to immediately follow a capture script that can present them with questions to help determine the type of request and who it should be assigned to. The Raise New button uses the capture that is specified in the following setting:
    • New Request
      app.itsm.progressiveCapture.newRequest
  • Request Types
    Clicking on the down-arrow shows a list of available request types that the user has the right to raise. These can be used when a user knows the type of request that they want to raise. The Intelligent Capture for each request type can be specified using the associated setting:
    • New Incident
      app.itsm.progressiveCapture.newIncident
    • New Service Request
      app.itsm.progressiveCapture.newServiceRequest
    • New Problem
      app.itsm.progressiveCapture.newProblem
    • New Known Error
      app.itsm.progressiveCapture.newKnownError
    • New Change
      app.itsm.progressiveCapture.newChange
    • New Release
      app.itsm.progressiveCapture.newRelease

The Raise New button can also be configured to only show one of the above options. This can be helpful in reducing the overhead of managing multiple Intelligent Capture scripts.

  • Hide
    Turn the setting app.request.raiseNew.hide to ON to hide the generic Raise New option and always have the user select a specific request type. Individual Intelligent Captures can be managed for each request type and remove the need to manage a generic Intelligent Capture script for the Raise New option.
  • Limit
    Turn the setting app.request.raiseNew.limit to ON to only allow the Raise New option and remove the ability for a user to select a specific request type. This removes the need to manage multiple Intelligent Capture scripts per request type. The request type can be determined by using the Request Type form or by selecting a Request Catalog Item on the Services form.

Email

From the Email View, a new request can be manually raised from an email. Clicking on Raise Request from the More button will by default initiate the Intelligent Capture specified in the app.itsm.progressiveCapture.newRequest setting. This is the same capture used by the Raise New button on the request list.

Raise Request

Tip

If an alternative capture script is required when raising requests from an email, the setting app.itsm.progressiveCapture.newReqeustFromEmail can be used to specify the capture script to use.

Employee and Customer Portals

Each service that is available to a user or contact on the portals has a request catalog that can include serveral request models. Each request model can have an associated Intelligent Capture that is used to collect information specific to that request.

Request Model

Tip

Some capture forms are hidden from users on the portals. For example, the Services Form is not presented to the user because they are already raising the request from the Service and this is automatically captured. See the Service Manager Forms documenatation for more information on the visibility of each individual form.

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