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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Solutions

The Solutions Action on an incident identifies possible solutions for that particular incident. The solutions icon is dynamic and is only displayed when a potential solution is available.

If an incident is linked to one or more Problem, or Known Error records, and any of those have defined Workarounds, then these will be available as possible Solutions to the Incident.

Solutions

Solutions consist of information provided by linked known errors and problem records. When workaround information is provided by either of these and they are linked to this particular request, one or more Solutions can be listed, and each is available for review.

  • Accepting a solution
    Using the drop-down, a Solution can be marked as accepted. In doing so the Solution will be highlighted in green and that solution will show as an Accepted Solution. The Solution text is copied into the Resolution text box and is ready for the Incident Owner to resole the Incident.
  • Not the solution
    If a Solution or Solutions are not the resolution for the Incident, these can be marked as such and will show as Not the Solution.
  • Resolve using a solution
    The Solution text is copied into the Resolution text box and is ready for the Incident Owner to resole the incident if a Solution is accepted.

FAQs

If an FAQ has been published against the same Service as the request is associated to and that FAQ has the visibility set to Service Desk, these FAQs will be visible on the Solution Action under the FAQ tab.

  • Accepting a solution
    Using the drop-down, a Solution can be marked as accepted. In doing so the Solution will be highlighted in green and that solution will show as Accepted Solution. The Solution text is copied into the Resolution text box and is ready for the Incident Owner to resole the Incident.
  • Not the solution
    If a Solution or Solutions are not the resolution for the Incident, these can be marked as such and will show as Not the Solution.
  • Resolve using a solution
    The Solution text is copied into the resolution text box and is ready for the Incident Owner to resovle the Incident, if a Solution is accepted.
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In This Document