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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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Frequently Ask Questions (FAQ)

FAQs or Frequently Asked Questions are a great way to provide some knowledge about questions that are commonly asked for. Unique sets of FAQs can be provided for each Service and made accessible to both Customers and Support Staff. For customers, FAQs can be published on the Self Service Portals to present self-help information. For support staff, they can create more technically focused FAQs that are only visible to them and used as an aide to resolve incidents faster.

Creating an FAQ

From the Service form, navigate to the FAQ Tab, and select +NEW FAQ.

  • Define the question for the FAQ (how it will appear on the Customer and Service Portals).
  • Create the Answer for the FAQ, using the editor to:
    • Format the text
    • Embed images (multiple)
    • Create hyperlinks
  • Share links to media (Videos etc)
  • Select where the FAQs are published. Options include Portals, Service Desk, or both.
  • Create the FAQ in multiple Languages - If your subscribed users work in multiple languages, define the FAQ in the required languages. The users will see the appropriate language FAQ on the Customer and Service portals based on the language set in their regional settings.
    • By default an english version will be created
  • Visibility
    • Portals - The FAQ will only be visible to subscribed users of the service on the Customer and or Service Portals.
    • Service Desk - The FAQ will only be visible to analysts who support the Service on requests logged against the Service
    • Both - The FAQ will be visible to both analysts and subscribed customers of the Service, this is the default choice for new FAQ’s.
  • Status
    • Draft - The FAQ will not be visible on the Customer and Service Portals
    • Publish - The FAQ will be visible on the Customer and Service Portals
    • Retire - Once created a Retire status will be available, once in the Retire status, the FAQ will not be visible on the Customer and Service Portals

Viewing an FAQ

Subscribed users of a service, can view all the published FAQ’s for a service via the Customer and Service Portals. Click through to the details of each Service to see the FAQ tab.

  • The FAQ questions are presented, and the answers can be displayed by expanding the collapsed sections.
    • Media content can be viewed in line
    • Hyperlinks will behave as configured when added to the answer text by the FAQ creator (open in new tab etc)
  • Each view of the FAQ is automatically recorded.
  • Users can rate the FAQ as being being useful (Like) or not (DIslike) though the thumps up or down options.
    • All ratings are recorded and are visible both on the FAQ for other users to see how their colleagues rated the FAQ, and on the FAQ tab of the Service record for the Service Owner to review

Support Staff can see FAQs that may relate to a request that they are working on. This is determined by the Service that the request is raised against. FAQs are displayed within the Solutions Action Item on a request.

Managing FAQs

FAQ’s can be created and viewed from the FAQ tab on each service record.

  • The list shows each FAQ with various attributes including:
    • Status
    • How many times it has been viewed
    • User feedback :- Like and Dislikes
    • Created date
    • Last updated date
  • Filter the List by Active or Retired FAQ’s
  • Delete FAQ’s by using the multi-select option, which will reveal a Delete FAQ option
  • Edit or change the status of an FAQ by clicking through into the FAQ details from the Question title link

FAQs Portal Sort Order

The service FAQs listed in the Employee Portal and Customer Portal are ordered by the number of Positive Feedback by default. This is configurable through the ‘Portal Config’ option in the FAQs tab. The options are:

  • Positive Feedback (Default) - This number is made up of likes minus dislikes.
  • Likes
  • Views
  • Date Created
  • Date Published
  • Last Updated
  • Manual Order

When the Manual Order option is selected, the order of the FAQs can be manually ordered by dragging and dropping the FAQ documents.

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