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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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Request Configuration

Enabled / Disabled

Setting this to Enabled will make this request type available for use when raising requests against this service. When set to Disabled, this request type will not be available in Progressive Capture or when raising linked requests for this service.


The Workflow is an optional setting that allows you to associate a workflow which will be used as the default Workflow for all Incidents associated to this service. If left blank, the workflows that are specified in the app.requests.defaultBPMProcess Service Manager Settings will be used. If a Request Catalog Item is used the workflow in the Catalog Item will supersede both these settings.

Email Template

The Email Template is an optional setting that allows you to associate an email template which will be used when sending emails from within a request using the Email Action Item. If left blank, the email template specified in the Service Manager Setting. If both the Email Template option and the Service Manager Setting are not set, a blank plain text email will be sent without a template.

Form Designer

It is possible for you to define custom fields to use against each request type per service. Using the form designer you can edit which default fields will be displayed in the Details section of each request form, as well as add new fields, set field validation, configure mandatory options and using drag and drop to re-order how the required fields will be displayed.

Portal Process Tracker

When a Business Process Workflow is being used to support either the Service Requests or Incidents, it is possible to define what level of visibility you wish to give to your customers of the Process Tracker. Off - The Process Tracker is hidden from customers. Stages Only - Only the top level of the Process Tracker that shows the stages will be displayed. Stages and Checkpoints - This will show both the Stages and the checkpoints.

Request Actions

Define which Actions are available to users on the Request Action bar when working on requests raised against the Service. An example being you may choose not to enable the ‘Escalation’ Action against Service Requests if you are not using Priorities for requests of this type for a particular Service. However you have this available for Incidents and Problems where you have chosen to use priorities for those request types. Enable or Disable an Action by clicking on the Action Icon for each Request type Hover over each Action Icon to see a tooltip with the Action’s purpose. Globally manage which Action items are enabled when a request is on-hold through Request Settings

Request Categories

Define which logging and resolution categories are available per request type per service. It is possible to configure which level of the category tree will be the starting level (exposed) when choosing a category on a request, either using Progressive Capture or on the Request Details from. If a Category Level is not selected, the root of the category tree will be used. Note: If the Category Level is filtered to the last level on a branch, no Categories will be visible for selection.

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