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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Service Level Agreements

The use of Service Level Agreements can be a requirement to ensure an agreed level of support is provided to the customers that are subscribed to a service. Within each service, you can either define a unique service level agreement that is particular to the service or you can associate the service to a shared Service Level Agreement which can be shared across multiple Services. For each Service Level Agreement, you can configure Service Levels along with Service Level Targets and automated escalation actions.

Configuration

Under the Configuration tab, you have the option of either linking to an existing Corporate Service Level Agreement or you can create a Service Level Agreement that is specific to this Service.

Linking Corporate Service Level Agreements

A service can link to one or more existing Corporate Service Level Agreements. Corporate Service Level Agreements can be shared with multiple services. Linked Corporate Service Level Agreements can not be edited from within a Service as this may have consequences for other linked Services.

  • Search
    Type in the name of the Corporate Service Level Agreement that you wish to link with this service. Once located, click on the Link button to add the Corporate Service Level Agreement to the Service.

New Service Level Agreement

A Service Level Agreement that is specific to this service can be created using the + New Service Level Agreement button.

  • Name
    The Name provides visibility of this Service Level Agreement and can be used from within the Service, BPM Operations, Reports, and other areas.
  • Description
    Provide a description to allow other users that have access to the Service to have an understanding of the use of the service. level agreement.
  • Working Time Calendar
    The Working Time Calendar will indicate the working periods that the team(s) that support the service are available. The selected calendar will be used to calculate target times for the Service Levels that come under this Service Level Agreement
  • Service Levels
    This option is only available once the Service Level Agreement has been created. Service Levels can be added which allows Service Level Targets and automated escalation actions to be defined.

Manage Rules

Once you have created or associated more than one Service Level Agreement to a service, the selection of the SLA can be automated based on configurable rules. When more than one Service Level Agreement has been defined within your Service, the Manage Rules tab will become enabled.

  • Adding Rules
    Click on the New Rule button to create and add a new rule to invoke the correct SLA.
  • Name
    Add a name to the rule that will allow it to be easily identified in the list of rules.
  • Service Level Agreement
    Select the Service Level Agreement which you would like to be invoked should the conditions of this rule be met.
  • All of these conditions must match
    Configure one or multiple conditions which All must match for the rule to be met and the defined Service Level Agreement to be invoked.
  • Any of these conditions must match
    Configure one or multiple conditions where Any of the the conditions can match, in addition to any All must match conditions for the rule to be met and the defined Service Level Agreement to be invoked.

Configuring Rule Conditions

An extensive condition builder is available to determine which SLA should be invoked under these conditions.

  1. Click on the Add Condition button
  2. Choose one of the available Condition parameters
  3. Choose if the Condition for the parameter is looking for a match on Is or Is not
  4. Add one or more values against the Condition parameter

Repeat the above for any additional Conditions you wish to set against the Rule, and click on Create when finished configuring the conditions for the Rule.

Managing the Order Rules are Evaluated

It is possible to define multiple rules per Service. When a request is raised using the Service the system logic will start by evaluating the first rule in the list looking for a match, if no match is found with the first rule, it will evaluate the remaining rules in list order until the a rule match is found.

  • Reorder the rules in the list by using the up and down arrows which will be visible once more than one Rule has been configured against the Service.
  • If no rules are matched, then No Service Level Agreement will be used or invoked on the request.
  • If no rules have been configured, the first Service Level Agreement in the list of Service Level Agreements linked to the Service will be used.

Editing and Deleting Rules

  • Click on the Rule in the list you wish to edit or delete.
  • Add, Amend or Remove Conditions of the Rule and Click Save to apply the edit
  • Click Delete to Delete the Rule from the Service

When are SLA Rules Evaluated?

  • BPM Start Response or Start Resolution Timer
    When a request is following a BPM Workflow that contains either of the Timer operations for Start Response Timer or Start Resolution Timer and these nodes are reached, the SLA rules will be evaluated and an SLA selected.
  • BPM Request Update
    As part of your BPM workflow, you can request an update to the Service Level Agreement at set points. This is done as part of the Update Request operation when you select Service Level.
  • Manually on a request
    On a request, you can select the listed SLA and View the available Service Level Agreements for this request.
  • Automatically on Manual Update
    The setting guest.app.view.ITSM.serviceDesk.slm.enableAutomatedSLChanges can be enabled to provide automated changes to the Service Level Agreements when a request is updated by a user and one of the following has been changed.
  • Customer
  • Company
  • Team
  • Site
  • Priority
  • Category
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