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...

Overview

The Request List provides the visibility and management of the different request types in Service Manager. This includes Incidents, Service Requests, Problems, Known Errors, Changes, and Releases. Each member of the Service Desk will use the request list to manage their queues. The requests available to each user is determined by the roles and teams that a user belongs to, in conjunction with the Services their teams support.

Tool Bar

Filters

A variety of filters let you control the information displayed in the Request List and can be used to quickly locate requests. The options for filtering are represented by a number of buttons in the Request List Toolbar. The active filter can be determined by which filter buttons are colored gray.

Status Filter

Links are available for the different statuses. Clicking on any of these links will filter the list by the selected status.

  • Total
  • New
  • Open
  • Resolved
  • On-hold

Quick Filter

The quick filter is used to refine your list to only show requests that contain the typed text. The fields in the requests which the quick filter uses to compare are

  • Reference
  • Summary
  • Details
  • Owner
  • Customer
  • External Reference
  • Priority

Tip

An additional keyboard short-cut (CTRL+SHIFT+F) will present a popup search box for directly accessing a particular request. The full request ID must be entered. This can be accessed from anywhere in Hornbill.

Request Type Filters

The Request Type Filters options are represented by the icons that are associated to each request type.

The available request types include incidents, problems, known errors, changes, and service requests. Depending on the rights you have, there may be one or more of these request types visible. Provided that you have rights to more than one request type, you will also see an ‘All’ option which will display all requests, independent of the type, in one list.

Tip

By holding down the Shift key on the keyboard and clicking on the different request types, you can have more than one request type selected and displayed in your request list

Group Filters

The Group Filters provide quick access to requests based on the relationship to you or by the teams that you belong to.

  • My Requests
    Displays requests where you are the owner
  • I’m Following
    Displays requests that you are following
  • I’m a Member
    Displays requests that you are a member of
  • No Team Assigned
    Displays requests without a team assigned. This filter is only available to users who possess the Service Desk Admin role. If preferred, this can be made available to all users by enabling the setting webapp.view.ITSM.serviceDesk.requests.list.enableNoTeamAllUsers. A link is also added to the status bar to provide additional visibility of requests that have been raised with no team. This link will only be displayed when there is 1 or more requests with no teams assigned.
  • All My Teams
    Displays requests belonging to all of your teams
  • All My Services
    Displays requests belonging to any of the services your teams support

Included on this list are the names of all the teams that you belong to. Selecting one of the teams in the list will display all requests that are assigned to that team, including requests assigned to you, other team members, or that are assigned to that team but do not have an owner.

Views

Create and select configurable your own lists of requests

My Dashboards

View a list of charts that are created using Views

Home View

The Home View allows you to create a preferred or default view of your Request List. Your Home View is displayed when you first visit your Request List and with a single click you can return to your Home View from any other filter or view which you have applied.

Setting Your Home View

  1. Select the combination of Views and Filters which you would like to use as your Home View
  2. Using the drop down menu next to the Home Icon, select ‘Set current view as my Home’
  3. Your Home View is now set

Applying Your Home View

Click on the Home View Icon (House) from the icon menu

Export List

Export the list that you are currently viewing to a CSV file

  1. From the Tool Bar click on the Export List button.
  2. A form is provided with all the available columns for your list items.
  3. Select one or more of the available columns that you would like to export.
  4. Click on the ‘Export’ button.
  5. Your browser will download the file in CSV to your local file system where it can then be opened with a spreadsheet application of your choice.

Configuration

Customize Columns

Each Service Manager user has the ability to select which columns are visible on the request list. This is a per user setting so that each individual can have their own list. This allows a user to display the information which is most important for them and the role that they have.

Refresh Rate

Each Service Manager user has the ability to select how often their request list is automatically refreshed. This is a per user setting so that each individual can have their own refresh interval. Setting this to 0 will disable the refresh.

Sorting

Each column within the list can be sorted in both descending and ascending order by clicking on the column header. Arrows next to each column header indicate the currently applied order.

Click once on the column name to sort in descending order Click a second time and the sort order is reversed The column on which the list is currently sorted by will have the column’s name highlighted in blue, with an arrow showing whether the order is ascending or descending.

Scrolling

A maximum of 50 requests are loading onto the list at a time. If you have more than 50 these will automatically load as you scroll down the list. By not loading every request at one time, the performance is improved.

Multi-Select Options

By manually selecting one or more check boxes in each row or using the select and Shift key to select multiple check boxes in one go, some options are provided which can be applied to each of the selected records.

When multiple requests are selected you will be able to:

  • Assign
    Assign the requests to another team or analyst.
  • Boards
    Add the requests to one of your boards or a board that you have permissions to access. Select the Board, and the specific list on the Board, to which you wish to add the requests.
  • Update
    Apply an update to multiple requests at once.
  • Priority
    set the priority including an escalation reason.
  • Resolve
    Resolve the requests. A resolution reason must be provided.
  • Cancel
    Cancel the requests.

Color Coding

The background color of each row represents a particular state of the request.

Read / Un-read

This focuses on the owner of the request. All users will see the read/unread state based on if the owner has read or not read the request since the last update. Being a collaborative environment, it allows for someone to contribute to a request and be aware when the owner has read their update.

  • Yellow
    Requests which have been updated by anyone but the owner of the request, and the owner has not yet read the update.
  • White
    Requests where all the updates have been read by the Owner.

Tip

The default un-read color is set to Yellow, however the color can be changed globally using this system setting webapp.view.ITSM.serviceDesk.requests.list.unreadColour. Available colors include alice blue, beige, blanched Almond, boneydew, khaki, light cyan, light yellow, pale turquoise, white

On-hold Requests

Any request that has been put on hold can be displayed in a different format from the active requests. There are three choices for the display of on-hold requests.

  • Bold
  • Italic (default)
  • Opaque

This display can be set in the Admin portal using the Service Manager setting webapp.view.ITSM.serviceDesk.requests.list.onHoldFontStyle

Last Updated By

This field can be added to the request to help identify who last updated the request. These can also color coded to help quickly identify if the update was done by a customer, support person, or an automatic update.

Select your color using the following Service Manager settings. By default, the colors are turned off.

Name Description
webapp.view.ITSM.serviceDesk.requests.list.lastUpdateByColor.analyst Colour to use as background of updated by when user is an analyst
webapp.view.ITSM.serviceDesk.requests.list.lastUpdateByColor.system Colour to use as background of updated by when user is a system user
webapp.view.ITSM.serviceDesk.requests.list.lastUpdateByColor.customer Colour to use as background of updated by when user is a customer

Service Level Indicators

Response and Fix timer indicators can be displayed on the request list by exposing the SL column from the column selector.

Color Description
Clear Timer not in use
Green Met
Blue Ongoing
Red Breached and still open

Tip

The Request List does not include Closed or Canceled requests when using the standard Filters. Closed and Canceled Requests can only be accessed by creating a View or by using the Global Search for Requests

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