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

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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Link Requests Action

The Link Action within a request enables two main functions. Firstly, the searching for and linking of existing requests, and secondly the raising of new linked requests.

Linking Requests

Use the Search bar to find related requests and link them to the request.

  • Filters
    Use the supplied filters to narrow the returned results, options include Status, Type, Customer, Owner, Service
  • Link
    From the Returned Results, use the Link button next to each request, to link it to the request
    • Relationships
      If Service Manager Relationship Links have been configured, choose from one of the available Link types, to create not only a link but a defined relationship between the requests. If Relationship Links have not been configured, no drop-down will appear, and requests will use the generic Link option.

Raising Linked Requests

As well as linking the request to other existing requests, you can use the Raise New Linked Request option to create a new request, which will automatically be linked to the request.

  • The request types available will depend on your rights to raise the different request types.
  • Choosing the Request Type for the Linked Request, will initiate the Intelligent Capture for that request type
    • The summary and description from the original request will be populated into the Request Details Intelligent Capture form fields, if selected in the capture flow.

Linked Requests

As soon as the request is either linked to other existing requests or a new request is created from the request, a new collapsable section will appear on the request view.

  • Linked requests will be displayed.
  • Options to unlink or edit the relationship link (If Relationship Links have been configured and used) will be presented.
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