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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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Users (basic, contacts and platform) can be added to requests as connections. It is possible to allow those connected users (basic or platform) to have visibility of the requests they are connected to via the Employee Portal or My Services view is available for basic and platform users only.

By default connections to a request have no visibility and access and visibility to requests, has to be configured and enabled.

Where Can Connections View Requests?

If a connection is added to a request (via the request connections action, or via the business process connection options), you can define if connections of specific connection types and for specific request types, per service can view those requests via the My Services view or on the Employee Portal

This capability is not available in the following:

  • Service Portal (
  • Customer Portal (

A connected user will see a new menu option in their list of requests, called Connections

  • A new Connection Type Filter will allow the user to filter the requests they are connected to via the available connection types Communication with request connections (emails) are managed via business process automation and or via the email action option on the request views.

Connections Visibility Options

Service Connections Configuration.png The default position is that connections of a request have No visibility of requests they are connected too.

Connections can be granted one of two levels of visibility to requests they are connected too, configurable per service.

The two levels can be applied for each of the following:

  • By Request Type
    Connections of Incidents, Service Requests and Changes can be configured to be allowed visibility of requests, as these request types are visible via the My Services view or the employee portal.
  • By Connection Type
    The available connection types are controlled by the connection types which you have configured on your instance. This is managed via a simple list in the admin console (Home > Service Manager > Simple Lists > RequestConnectionType)

Connection Levels

View Request If you provide this option for connections of a specific type and for one or all request types against a service, the connections will have the following levels of access on these requests:

View the request summary, description, status and date logged View the Business Process Tracker (Head’s Up Display) View the questions section of the request View who else is a connection to the request The connected users will not be able to interact with the request, add updates or comments, add / view attachments, resolve, cancel or provide feedback on closure of the request

Allow Collaboration If you provide this option for connections of a specific type and for one or all request types against a service, the connections will have all the View Requests visibility options plus the following:

View the Timeline (Audit trail of the request) and see any updates which are marked at Customer visibility level Have the ability to add Comments to any customer facing updates in the request timeline Have the ability to add New updates to the request The connected users will NOT be able to add attachments, resolve, cancel or provide feedback on closure of the request.

Information In order for Connections to view and download attachments, the setting guest.servicemanager.portal.request.canConnectionsViewAttachments needs to be enabled.

Remove Connection

Connections will have an option via the Connections section on the request to remove themselves from being a connection to the request.

If a connection removes themselves as a connection to a request, they will no longer have rights to view the request.

Connection Comparison

Employee Portal Visibility/Action Customer Connection (Collaboration) Connection (View)
View Summary, Description, Logged Date Yes Yes Yes
View Resolution target time, Sub status Yes Yes Yes
View Connections Yes Yes Yes
View Questions Yes Yes Yes
View Request Owner’s Name Yes Yes Yes
View Request Owner’s Phone Number Yes Yes Yes
View Timeline Yes Yes No
Add a new Timeline Post Yes Yes No
Add a new comment to a timeline post Yes Yes No
View Attachments Yes Yes No
Add Attachments Yes No No
Notification to assigned team/analyst of a post Yes Yes N/A
Notification to assigned team/analyst of a comment Yes Yes N/A
Resolve/Reopen Request Yes No No
Cancel Request Yes No No
Provide Feedback Yes No No
Update on Hold status with a post Yes Yes N/A
Update On-hold substatus with a comment Yes Yes N/A
Progress a workflow awaiting a customer update Yes Yes N/A
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