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...

Views

The Views provide a way of defining and storing a number of different views of the requests that you have access to. Using the Views data you can create multiple Charts which can be published to your Dashboard. The criteria builder lets you specify conditions based on information held in the request records, giving you quick access to particular sets of important data.

You can quickly change your Views by selecting from your list of defined views on the Request List toolbar, this list will be made up of your own views, and views that have been shared with you.

Manage

Create

  1. From the View drop down list located on the Request List tool bar, select Add New.
  2. Enter the name of the View. This name will be visible from the Views drop down list once saved.
  3. Add the desired #Criteria.

Copy

  1. From the Views drop down list located on Request List tool bar, move your mouse over the desired View and select the ‘cog’ icon to open the Edit View.
  2. Give the View a new name.
  3. Change or add any additional criteria.
  4. Click on the ‘Make a copy’ button.
  5. Your view will automatically change to your new View.

Delete

  1. From the Views drop down list located on Request List tool bar, move your mouse over the desired View and select the ‘cog’ icon to open the Edit View.
  2. Click on the Delete button.

Criteria

The Criteria tab lets you add a variety of conditions to produce the desired view. Three options are available for defining a condition: Source, Operator, Value

  • Source
    When you select this field you will see a number of familiar title which mostly form the data that is stored on a request.
  • Operator
    The available operators will depend on the selected source. Source values that contain…
    • Set values will include the operators is and is not.
    • Dates will include before, before x days, after, today, yesterday, last 7 days, last 30 days, last x days, previous month, and current month.
    • Free text values will include is, is not, is less than, is greater than, contains, and does not contain.
    • Counters will include operators such as is, is not, less than, and greater than.
  • Value
    The value to compare the source with, based on the set operator. The value field will use a number of methods for entering a value, including pick lists, free text, auto-complete searches, and numeric inputs. This will vary depending on the Source type.

Tip

Along with any conditions you specify, the views automatically take into account your team membership and the Services that your team supports. If you are not a member of a team, or not part of a team that supports the service against which the request is raised, then that request will not be visible to you.

Tip

Custom fields P-T are of type Text and are excluded from being available to build criteria from for performance reasons.

Columns

The Columns tab lets you define which columns will be available in the request list when you select the View.

  • Available Display Columns
    Click on any of the available columns to enable or disable them from being included in the Request List when this View is selected. The order of the columns can also be changed by a drag and drop of each of the available columns
  • Revert
    The Revert button will put the list of selected columns back to the original default selection.
  • + Custom Column
    If Custom Fields have been used in the design of your request forms, this option provides the ability to add columns to display the information captured in your custom fields. When adding a custom column you will have the option to
    • Column
      Select one of the available custom fields that contains the information that you would like to display as a column on your View
    • Visible
      Turn this on in order to activate this new column on your Request List
    • Language
      Set the language for your Display Name. This can be useful when sharing your View with other users that might use a different language.
    • Display Name
      Provide a display name of your column which will be shown at the top of the column on the Request List when this View is selected

Tip

Custom fields P-T are of type Text and are excluded from being available to display for performance reasons.

Charts

It is possible to create one or multiple Charts against each View that you have defined. Once Charts are created they will be available for use in your own personal dashboard. Charts are also available with any shared Viewed. These charts will need to have the visibility enabled in order to show on the My Dashboards.

It is possible to create one or multiple Charts against each View that you have defined. Once Charts are created they will automatically be added to your personal Dashboard, which will become accessible from a ‘My Dashboard’ Icon MyDashboardIcon.png on the Request list. This Icon will not be visible unless at least one Chart is created against one of your Views.

You can toggle between your Request list view and your My Dashboard by clicking on the MyDashboardIcon.png icon when on your Request List view, and the MyList.png icon when on the My Dashboard View.

Creating Charts

In order to create a Chart, firstly you must have defined a View on the Request List - Learn more about Views

  1. Click on the Charts tab from an existing View. Criteria for the Chart is inherited from the View, and you can review the criteria from the Criteria tab when creating a Chart.
  2. Start by giving the Chart a name.
  3. Select the type of Chart you wish to create from the Chart Type drop down. Depending on the Chart Type selected the Y and or X axis titles for the Chart will remain visible or be hidden if not relevant to the Chart type chosen.
  4. Decide how you want the Chart data to be displayed, and select the appropriate column from the X-Axis drop down. Depending on the Column selected from the X-Axis drop down, more selection criteria options may be presented. An example of this would be date columns such as Date Closed, or Last Updated. If Date columns are selected, an additional Date Type (Year, Month, Weekly, Week) Drop down will be available. Once a Date Type is selected a further Date Type specific drop down will be available to allow you to pick specific Years, Months, Week periods which you wish the Chart to represent.
  5. Preview the Chart data by selecting the Preview Chart button
  6. By Default the Chart will immediately be visible on your Dashboard, and this is represented by the Chart Visibility Icon (Eye) being Green. Should you which to hide a specific Chart from your Dashboard simply click on the Chart Visible Icon to hide the Chart. Chart visibility can be altered at any time
  7. Select Save to activate your Chart and to make this visible on your Dashboard.

Tip

Custom fields P-T are of type Text and are excluded from being available to group chart data by for performance reasons.

Creating multiple Charts per View

It is possible to reuse the defined criteria of a view, and create multiple charts based on this, but presenting the data from different perspectives, for example a series of Charts looking at a Change View by Source, Owner, or Priority.

Once you have created your first Chart for a view, you have the option to create further Charts using the Create Charts button, and following the steps described above. Subsequent Charts will appear on the Charts tab of the View and if multiple Charts are defined, these will be available to view, edit, and delete through the paging option.

Managing Charts

It is possible to edit, delete, and change the visibility of your Charts at any time.

Edit the Chart by selecting the pencil icon on an existing Chart. Edit options include:

  • Changing the Chart Title
  • Changing the Chart Labels
  • Changing the Chart Type

Delete Charts by Selecting the Cross icon. Change the visibility of the Chart by Selecting or unselecting the Eye icon.

Share

From time to time you may find a combination of criteria that would be useful to others. The Share option lets you give other Service Manager users visibility of your View. The Share option is accessible by hovering over a View in the View selector and selecting the ‘cog’ icon. Select the Share tab. Shared 'Views will be visible to users from their Views list, under a section title Shared Views.

  • Team
    Select this option to share your View with an entire time. When searching for Teams the selection list is split into My Teams which are the teams that you belong to, and then the Supporting Teams which are teams that support the Services that you support.
  • User
    Share your View with any other Service Manager User.
  • Service
    Share your View with all the teams that support a selected Service A list of Users, Teams, and Services that you have shared the View with will be displayed on this same form. Remove any of the previous shares by selecting the delete icon next to the user, team, or service that you want to remove.

Tip

Views can only be edited by the owner, user’s who have had the View shared with them can’t edit the View criteria nor create charts for their Personal Dashboards from shared views. A shared View in many cases will not result in the same results in the Request List as the user may have different access rights and visibility of requests. A User with whom the View is shared will only be able to view Custom Fields, these will only be available to the Creator of the View when exporting.

Manage Shared Views

There may be occasions when a user is no longer using Hornbill and they have left behind Views which were shared with other users. A Hornbill User that has the Role Service Desk Admin will have an option from the Views menu, under Shared Views titled Manage from where they can manage all shared Views. These actions include

  • Change Owner
  • Make Me Owner
  • Delete
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