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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Request Types

The Request Types make up the key aspect of Service Manager, providing the raising and tracking of different request types to facilitate the management and delivery of your services. Access to the different request types is controlled through each user’s rights and roles within Service Manager.

Incidents

Incidents are used to manage unplanned interruptions or reductions in the quality of an IT service. Hornbill Service Manager allows users with the appropriate roles and rights, to log, view, progress, escalate and resolve Incidents. The Hornbill platform provides a workflow engine that can be configured to support your Incident processes and can automate events such as tasks, timers, notifications, and escalations.

Service Requests

Request fulfillment (or request management) focuses on fulfilling Service Requests, which are often minor (standard) changes (e.g., requests to change a password) or requests for information. The term “standard change” means pre-approved, repeatable, pre-defined, low-risk changes. If the change does not meet these criteria then it is not a standard change and should be defined as a request for change.

Problems

Problems are used to manage the investigation of an issue where the root cause is unknown. Problem records are typically not customer centric, but they can be used to capture the users that are impacted by the problem. Problems can optionally be publish and made available as known issues articles that are available for users. Temporary workarounds can be provided to help users continue with their work.

Known Errors

Known Errors (KEs) are often created from a problem record once the root cause has been found, but a permanent fix is not available. An example of a KE may be to record an error with an existing software package that is waiting for a permanent fix to be released. In some cases, where the software package is no longer being developed, the KE may remain in place until the software is replaced with

Change Requests

Change management aims to ensure that standardized methods and procedures are used for the efficient handling of all changes to your services and environment. Change requests are a way to manage the continual improvement of the services that you provide to users and customers. Change management lets you plan and eliminate risk while providing an audit trail of the changes you make.

Logging a Change

Changes can be raised in a number of different ways. An analyst with a minimum of the Change Management User role can raise a new Change record from the following places:

  • The Request List > Using the Raise Change drop down option next to the Raise New icon
  • Existing Incidents records > Using the Raise Change from the Raise New Linked Request option under the Link Action Bar or Using the Raise Change drop down option next to the Raise New icon
  • Existing Problem records > Using the Raise Change from the Raise New Linked Request option under the Link Action Bar or Using the Raise Change drop down option next to the Raise New icon

Releases

Release Management allows for the planning and release several related changes under a single release record.

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