Documentation
    {{docApp.userSession.userId}}
    {{docApp.userSession.userName}}
    {{docApp.userSession.email}}
    Issuer : {{docApp.userSession.issuerInstance}}
    Expires : {{new Date(docApp.userSession.validUntil).toLocaleDateString()}}

{{docApp.title}}

{{docApp.description}}

INDEX

Documentation Library

Search for information on Hornbill Documentation.

{{docApp.searchError}}

{{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 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.

{{docApp.libraryHomeViewProduct.title || docApp.libraryHomeViewProduct.id}}

{{docApp.libraryHomeViewProduct.description}}

  1. {{book.title}}

{{group.title || group.id}}

{{group.description}}

  1. {{book.title}}

{{group.title}}

{{book.title}}
More...

Routing Rule Templates

The Routing Rule Templates provide a way to define default settings for requests that are automatically raised from emails using the Routing Rules. An unlimited number of Routing Rule Templates can be created. Each Email Routing Rule can link to a single Routing Rule Template. A single Routing Rule Template can be used by multiple Email Routing Rules.

Template Options

Each Template provides a number of options to define the default settings for the requests that are raised from an email routing rule.

  • Name
    The Name is used for both providing a reference in the list of Routing Rule Templates and for selecting the routing rule template when defining a Email Routing Rule when the raiseNewRequest operation is used.
  • Description
    An optional description of the Routing Rule Template can be provided to help others that have access to this list understand the purpose of the template.
  • Request Type,
    Available request types include Incident and Service Request. This is a mandatory option. The selected option will result in that type of request being raised.
  • Service
    All the defined services that have a status of Catalog are available within this list. Despite this being an optional field, using Services is highly recommended.
  • Catalog Item
    The Catalog Item option is only available if a service has been selected and that service has available Request Catalog Items
  • Team
    Select a Team that this request will be assigned to. Keep in mind that a BPM Workflow can also be used for automating the Team assignments. If a Service has not been selected, all teams will be available to select from. If a service has been selected in the Service field, only the teams that support that Service will be available.
  • Priority
    Allows for the initial priority to be set for the request. Keep in mind that the a BPM Workflow can also be used for automating the Priority.
  • Assets
    One or more assets can be selected. These assets will be associated to the request and available within the Assets section of the request.
  • Add Attachments
    This option determines whether attachments sent on an incoming email are added to the request as attachments for display within the request’s ‘Attachments’ section.

Routing Rule Operations

Service Manager provides a number of Routing Rule Operations that can be selected when configuring the system Email Routing Rules. The Routing Rule Templates are only available to the raiseNewRequest operation.

  • raiseNewRequest
    This operation must be used if you wish to use the Routing Rule Templates. When this operation is selected on an Email Routing Rule, an option is made available to select the Routing Rule Template that you wish to use when that Email Routing Rule is met.
  • updateRequest
    This operation does not use Routing Rule templates. This uses the default application settings to set the requests’ initial settings
  • logOrUpdateIncident
    This operation does not use Routing Rule templates. This uses the default application settings to set the requests’ initial settings
  • logOrUpdateRequest
    This operation does not use Routing Rule templates. This uses the default application settings to set the requests’ initial settings

Attachments

Attachments can be automatically added to the request attachments section using the following operations.

  • raiseNewRequest
    When this operation is selected on an Email Routing Rule, the option to enable/disable the adding of attachments is available on the Routing Rule Template that you wish to use when that Email Routing Rule is met.
  • updateRequest
    This operation does not use Routing Rule templates. This uses four application settings to control the adding of attachments for Incidents, Service Requests, Changes and Problem Records
    • app.email.routing.rules.update.addAttachments.IN
    • app.email.routing.rules.update.addAttachments.SR
    • app.email.routing.rules.update.addAttachments.CH
    • app.email.routing.rules.update.addAttachments.PM
  • Version {{docApp.book.version}}
  • Node {{docApp.node}} / {{docApp.build}}
In This Document