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

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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Global Search for Requests

The Global Search for Requests allows you to locate Service Manager requests, including incidents, problems, changes, and service requests. When using the Global Search a number of entities can be selected on the left hand side of the service. The Requests entity will only be available when Service Manager is installed and will only be visible to user that have rights to use Service Manager.

Search Bar

The search is a natural language search where you can type in anything from a single word to a sentence into the Search Bar. The text typed into the search bar will search the following fields of a request

  • Request ID
  • Summary
  • Description
  • External Reference Number

Search Tools

The Search Tools are accessed by an arrow located on the right-hand side of the search field. By clicking on this arrow the following search options are made available to improve your search.

  • Any Type
    Allows you to select a single request type to be included in the results page. The requests types include Incident, Service Request, Change, Problem, and Known Error.
  • Any Status
    Allows you to select a single status of requests to be included in the results page. The statuses include New, Open, Close, and Resolved
  • Any Owner
    A single owner can be selected using the Co-worker search. Once a co-worker is select, only the requests where that co-worker is the owner, will be in the results
  • Any Customer
    A single customer can be selected using the customer search. The Seach Customer will return both contacts and co-workers. Once a customer is selected, only requests where that contact or co-worker is the customer of the request will be displayed.
  • Any Service
    Select a single service from the list of services to produce search results that only contain requests belonging to that service
  • Details or Timeline
    When searching you can select if you want to search the details of the requests or the Timelines. The Details search is the default search where the provided search string will match with information held in the Summary, Details, Owner, Customer, and Request ID. If Timeline is selected, the provided search string will be match information held in the Timeline of the requests.


If a migration from the Supportworks application has included the importing of request records, the history on these records will be available on an ooption titled Historic Requests.

Advanced Search

There is a selection of operators and syntax available to perform advanced searches from the Global Search Bar. Some that are commonly used include:

Boolean Operators: AND (+), OR, NOT (-).

  • Must be in ALL CAPS
  • OR is the default
  • AND matches posts and comments that contain both words
  • NOT excludes posts and comments that contain that word

Wildcard Searches: *, ?

  • An * is used for a multiple character wildcard search
  • A ? is used for a single character wildcard search
  • Wildcards cannot be used at the beginning of a search term

String Search with Quotations

  • Placing two or more words within “double quotes” will search for that exact string.

Search Results

You may not be able to access some search results because of the Service Manager visibility model When browsing your list of search results, you may notice that the link to some requests is inactive. This is due to the Service Manager visibility model. During a search, the application checks a number of criteria about the request to understand if you should be allowed to access it.

The visibility logic is as follows:

  • Are you the owner of the Request?
  • Are you a member of the team that the Request is assigned to?
  • Are you a member of a team that supports the Service that the Request has been raised against?
  • Are you a member of the Request?
  • Are you the customer of the Request?
  • Did you raise the Request?

If any of these are true, you will be able to click on the request summary and view it in its entirety.

Quick Request Search

If you already know the Request ID you are looking for, you can use the quick request search option from anywhere in Hornbill.

Simply use Ctrl + Shift + F to open the quick search pop up where you can enter the request ID and open the request (if you have the appropriate rights to view the request).

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