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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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A Request in Service Manager is generally provided to support or fulfill a request for an individual. However, there can often be times when there are other people who may have a connection to a particular request. For example, a change request may have been raised for an individual, but over time others might ask for the same change. These additional people can be added as Interested connections.

Adding a Connection

Search Customer

The Search Customer box allows you to search for both co-workers and contacts, with the option to add one or more as connections in one action.

  • Match with first name, last name, or full name.
  • Match with the company name of a contact.

Connection Type

After searching for a customer, you are able to select the connection type from the selection option on the right-hand side of the Customer Search field. There are two included connection types listed as Interested and Impacted. The available list of connection types may vary depending on the setup of Service Manager and can be managed via a simple list in the admin console.

Add Connection

Once a connection or connections have been found and the connection type has been selected, simply click on the Add button. The customer/s will be added to a Connections section within the request.

If the Connection type for the connection you are adding, will allow the connection to have visibility/access to the request via the employee portal, the agent will be presented with an information message to this effect before they confirm the addition of the connection to the request. This level of visibility to the requests is configured per service, per request type and per connection type on each of the service views. Service Connections

Add a Comment

You can optionally add a comment when you are adding connections to the request. This comment will be displayed in the Timeline entry once you have completed the action of adding connections. The comment is also added to each entry in the Connections section of the request. Here, the comment can be edited if any changes are needed.

Managing Connections

All added connections are displayed within a section titled Connections. From here you can use the Actions menu to manage the connection.

Edit Connection Type

It may be that the connection type was incorrectly set for the customer. Using the Actions menu you can select Edit Connection Type. This makes the Connection Type next to that customer available to now select the correct Connection Type.


If a connection is no longer needed you can use the Remove option under the Action menu to remove each connection. When the last connection is removed, the Connections section will no longer be available until another Connection is added.


In the top right of the Connections section, an option is provided to allow you to filter on a particular Connection type. The default is set to All Connections.

Email Communication

On the Email Action item, there is an option to include Connections as part of an email communication. Either All Connections can be added to the To, CC, or BCC fields of the email or you can select from one of the available Connection types. Once the Connections are added to the email, individual recipients can be removed if required.


Service Configuration

The Connections Action Item icon can be added or removed as part of the configuration of the Service that the request is associated with.

Managing the Connection Types

The list of available Connection Types that are available to select from can be modified or added to within the Administration Portal. A Simple List called requestConnectionType is used to manage these.

Workflow Automated Tasks

The Workflow provides some Automated tasks for managing Connections. These allow you to add, remove, and email Connections.


  • Scope: Entity
  • Entity: RequestConnections
  • Type:Connections
  • Tasks:
    • Add Connection
    • Email Connections
    • Remove All Connections
    • Remove Connection
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