Documentation Library

Search for information on Hornbill Documentation.


{{docApp.searchResultFilteredItems.length}} results for "{{docApp.currentResultsSearchText}}" in {{docApp.searchFilterBySpecificBookTitle}}

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.

{{docApp.libraryHomeViewProduct.title ||}}


  1. {{book.title}}

{{group.title ||}}


  1. {{book.title}}


First Time Fix

First Time Fix (FTF) refers to the outcome of an incident where a fix or resolution is provided to a customer, usually during that first contact with the customer. There are varying definitions to what a first time fix means or what criteria it falls under. In Service Manager we provide workflow automation that lets you define what your requirements are in order to achieve a first time fix.

Achieving a First Time Fix has a number of benefits for both the customer and the service desk. For the customer, there is nothing more satisfying than reporting an issue and getting an immediate resolution. For the Service Desk, achieving a FTF can mean that minimum resources and time were spent on the issue. The more FTFs, the more satisfaction there is for everyone.

What’s covered

  • FTF Criteria
  • Adding FTF to a BPM Workflow
  • Reporting on FTF


The following criteria can be used to determine if the resolution of an incident is considered a first time fix.

  • No Team Reassignments
    The team under which the request was originally raised does not change.
  • No Owner Reassignments
    The person that raised the incident is also the person that resolved the incident and at no point has it been assigned to anyone else.
  • No Hold Time
    The incident cannot be placed on hold.
  • Max Open Time
    The incident must be resolved within this timeframe, calculated from the when the incident was logged, to the resolution or closure.

BPM Workflow

The only thing needed to start tracking first time fixes is to add the Hornbill BPM Automation for First Time Fix to your workflow. The First Time Fix is a simple flag that is set against an incident record through the use of First Time Fix automation. Provided that the criteria defined in this automation is met, the request will be set as a First Time Fix. The First Time Fix automation is best placed within your workflow at a point where you know that the incident has been resolved.


If an incident has been flagged as a first time fix, but was then re-opened either through automation or manually, The FTF is removed and set as not being a FTF


The value of tracking FTF comes out of analysis and reporting. This may be to identify which team member is providing the most FTFs or to identify incidents where FTF wasn’t reached to investigate how a FTF may be achieved in the future.

Request List View

From your Service Desk’s request list it is quick and easy to list incidents that have achieved a first time fix, or those that haven’t. Using either the Advanced Filter or the option to create a new View, select the Criteria for First Time Fix Achieved, and then select the condition is, is not, or not set, depending on the information that you would like to display. Lists can also be exported to a CSV formatted file.

Personal Dashboard

Using a saved View, you can create a chart that can be placed on your personal dashboard and shared with others.


The FTF flag is stored in the h_itsm_requests table in the column h_firsttimefix with the following values.

Value Description
NULL If the request has not been assessed for FTF the value will be null
1 The value will be set to 1 if the FTF has been achieved
0 The value will be set to 0 if the FTF was not achieved
In This Document