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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Cancel

The Cancel Action within a request provides the facility to cancel the request.

Cancelation Reasons

A number of default cancelation reasons are provided, and one needs to be chosen and a supporting description provided before the request can be canceled.

Cancelation reasons:

  • Created in error
  • Duplicate
  • Not needed
  • Other

Roles

Only users with the appropriate Cancel application right will see the option to cancel a request. By default this includes the following roles:

  • Incident Management Full Access (can cancel Incidents)
  • Problem Management Full Access (can cancel Problems and Known Errors)
  • Change Management Full Access (can cancel Change requests)
  • Release Management Full Access (can cancel Releases)
  • Service Desk Admin (can cancel all request types)

System Settings

The following system settings can be managed by your system administrator to control the behavior once a request has been canceled.

Setting Description
webapp.view.ITSM.serviceDesk.requests.cancel.cancelRelatedActivities This will cancel related activities when a request is canceled
guest.app.requests.notification.notificationType.cancelTeam Notification type for the team that a canceled request is assigned to
guest.app.requests.notification.notificationType.cancel Notification type for the owner that a canceled request is assigned to
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