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

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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Service Dependancies

Relating the techincal services which support/underpinning business services helps support quicker Incident and or Problem resolutions by making it quick and easy to understand which services are related. Change management can benefit from visualizing impact when considering implementing changes to the business or techincal services.

Relating Services

Use the + icon to begin the process of relating services:

Use the following filters to find the services to associate:

  • Filter - Text match
  • Type - Business or Techincal Service
  • Category - Services of a specific category
  • Status - Services in a specific status
  • Owner - Services owned by a specific owner
  • Portfolio Status - Services in Pipeline, Catalog or Retired

From the list of services, choose the Associate option next to each service to select and relate the service using one of the following dependencies:

  • With No Dependencies - Relate the services, but indicate no dependencies between the services
  • With this depending on xxx - Relate this service and indicate this service depends on the service you are relating it to.
  • With xxx depending on this - Relate this service and indicate the service you are relating this to, depend on it
  • As Mutually Dependant - Relate the services, and indicate they are mutually dependant on each other

xxx = The name of the service you are viewing when relating other services to it.

Once services are related and dependencies configured, you can edit or remove the dependencies by using the Action icons next to each related service.

Utilize Service Dependancies

Via the business process designer (Under Requests > Request Services), it is possible in workflows to automate the adding or related services to a request, by leveraging the defined dependencies to the request service. A use case is to automatically associate all business services to a change or problem record, based on the technical service the change or problem record is raised against

It is also possible to automatically update the status of related services, through the business process designer (Under Request > Services). In the workflow of a request, you can leverage the dependencies between services and only update the services status of services related of specific dependency types to the request service. A use case is to automatically update the status of business services related to the request technical service, which in turn would be visible to subscribed users of the business services, notifying them that, the service is impacted by an issue.

Launch Explorer (Configuration Manager Plugin)

If you have installed the Configuration Manager application on your instance, explore the related services graphically - the Ciexplorer service Asset.png icon will open the configuration explorer in a new tab.

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