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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 Details Form Designer

On each request form the Details section can be configured using the Request Details Form Designer to manage the available fields within this section. This includes the ability to manage the existing default fields, plus allowing you to expose custom fields.

Who can use the form designer? To access the form designer, the logged in user needs one of the following roles associated to their account:

  • Form Designer
  • Admin Role

Using the Request Details Form Designer

The form designer can then be accessed wherever the “Design” button is displayed. In Service Manager, it is possible to manage the request details forms for each request type per service and where requests are not linked to services.

  • Where services are not linked to a request type (Inc, Problem etc) you can open the form designer on any such request and edit and make changes there. These changes will apply to any other requests of that type (Inc, Problem etc) where a service is not linked.

  • However it is sometimes a requirement to have different custom fields on the Incident (or any other request type) form depending on the service against which the Incident or other request type has being raised (especially where multiple support teams are using the Incident forms but for their own services with different requirements). In this case each service owner’s or those with the form designer role can use the form designer from within the Service > Request Configuration > Request Type view to manage the request details form for requests raised against that service. Or they can open up any request logged against that service and make the changes from the form designer on the request.

Which ever route is taken these changes when made will apply to any requests of that type logged against that service.

This means that you can manage any request form per service, allowing you to control the default fields and add custom fields to the Incident, Problem, Change, Service Requests and Release for each service, then any tickets raised against that service will use the request details form as configured against the service for the request type.

Tool Bar Options

Across the top of the Editor there are some options to manage your design session.

  • Cancel
    Cancels your current editing and returns you to the previous screen without saving any changes.
  • Revert Back
    Reverts all changes made during the current edit to its previous state, and you remain within the editor.
  • Restore Defaults
    Restores all the fields and settings back to the original or default state that was provided at the time of your Service Manager installation
  • Apply Changes
    Any changes made during your edit will be saved and available for use.
  • + (Add Custom Fields)
    By clicking on the + button you can add Custom Fields to your form

Default Fields

  • Summary
    The Summary field is used as a short description of the request.
  • Description
    The Description provides a long text field for detailing the request
  • Source
    This contains the source of the request. These include Email, Analyst, Posts, and Self Service. These are automatically populated based on how a request is raised.
  • Site
    Used to capture the site at where the request has occurred
  • Category
    Allows a user to select the Request Category.
  • External Reference
    Record a reference number of an item that is used in another application or tool that relates to this request

Custom Fields

If you would like to store some information within the Request Details and there is not an existing Default Field available, you can add a Custom Field to the form. This is done by clicking on the + button in the tool bar and choosing the custom field type which you wish to use.

  • Available Fields
    There are 30 available custom fields which you can choose from per request type per service.
    • Fields Custom A-M are of type varchar and limited to 255 characters - any values entered into these fields will be truncated after 255 characters
    • Fields Custom P-T are of type text with no character limit
    • Fields Custom 21-25 are of type datetime
    • Fields Custom 26-30 are of type Integer
    • Fields Custom 31-40 are of type text with no character limit

Once you have used a custom field it will not be visible in the list of available fields To remove and repurpose a custom field, firstly remove the custom field from the form and it will then appear again in the list of available fields

  • Display Label
    Add a Display Label which will be visible to the users when viewing or editing this form. To add different language translations for the Display Label on custom fields switch the UI into the required language and provide the values for that specific language, this can be repeated for any subsequently required languages.
  • Control Type
    A number of Control Types can be used. These include Single Line Text Field, Multi-line Text Area, Drop Down List Box, Radio Option List, Check List Box, 5 Star Rating, Single Check Box, Date Selector, Date Time Selector


The list of available Control Type you can use will depend on the field type of the custom field you have chosen to use

Information Some Control Types will provide additional Field Properties that will allow the defining of the options that accompany the Control Type.

Field Properties

Both Default and Custom Fields include a properties option. This is accessed by clicking on the Cog button displayed on each field. The available properties will vary on each field, depending on the type and the information held in that field.

  • Show the field in the form
    This will make this field available when in Edit mode on the form. This can also be enabled/disabled using the Eye icon located on the field.
  • The field value cannot be blank when saving
    Checking this option will make this field mandatory. As long as the field is blank, you will not be able to save any updates to the form.
  • The field cannot be edited
    When a field is contains a value that you don’t want changes, use this option to prevent this.
  • Show the field in view mode even if the value is blank
    In order to keep a clean and uncluttered details section, if a field is empty the label is not displayed. Once a field is populated the Label and the content of the field are displayed. If you would like the label to be displayed even when the field is empty, tick this box.
  • Field Label
    This is the label that is displayed on the form. The label can be changed to suite the terminology that you prefer to use. In parentheses the current language code is displayed. You are able to provide a translation for the language that you are currently using in your session.
  • Validate Input with RegEx Expression
    Including a RegEx Expression you can control how the user is to input the information into the field. Use the ? button to open the RegEx Selector to help with building your Expression.
  • Test Regex Expression With Value
    This field lets you take your RegEx Expression for a test run to make sure that it works as expected.
  • Message to display to user when validation fails
    If a user enters a value that does not match the provided RegEx Expression you can present them with a message. This can be used to guide them with the correct format that needs to be used.


Some Control Types which are configured with Custom Fields will provide additional Field Properties that will allow the defining of the options that accompany the Control Type.

In This Document