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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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Using Workflows with Service Manager

Workflows are used to drive both manual interactions and automation on a request record.

Before You Begin

  • Be familiar with how to use the Workflow Designer
  • Know how to use Configuration to change application settings

Where Workflows are Used

Workflows can be used on incidents, requests, problems, known errors, changes, and releases.

There is a hierarchy of where workflows can be set to determine which workflow is used when a request is raised.

  • Request Catalog Item
    This is a request template that is made available on the portals and to the service desk. A workflow can be associated to each request catalog item. If no workflow is specified, a default workflow set on the associated service will be used.

  • Service
    A default workflow can be specified on a service that will apply to all requests that are are created without using a request catalog item or a workflow has not been specified on the request catalog item.

  • Default Settings
    There is a setting for each request type where you can specify which workflow is used. By default these are not set. If a request has not been allocated a workflow by the request catalog item or the service, it will look at these default settings. If a workflow is not specified in these settings, the request will be raised without a workflow.

    Setting Description
    app.requests.defaultBPMProcess.change The default workflow to be used when logging a Change and no process is specified.
    app.requests.defaultBPMProcess.incident The default workflow to be used when logging an Incident and no process is specified
    app.requests.defaultBPMProcess.knownerror The default workflow to be used when logging a known error and no process is specified.
    app.requests.defaultBPMProcess.problem The default workflow to be used when logging a Problem and no process is specified.
    app.requests.defaultBPMProcess.release The default workflow to be used when logging a Release and no process is specified.
    app.requests.defaultBPMProcess.service The default workflow to be used when logging a Service Request and no process is specified.

    Workflow Tracker

    The Workflow Tracker is a graphical representation of the workflow that is displayed at the top of a request. This is an optional display which uses stages and checkpoints within a workflow to visualize the progress. The workflow tracker will be displayed when:

    • On a single stage workflow, at least one checkpoint has been set up.
    • There is more than one stage in a workflow.
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