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| − | __notoc__[[Main Page|Home]] > Getting Started
| + | {{breadcrumb|[[Main Page|Home]] > Getting Started|Administration|}} |
| − | | + | {{Section| |
| − | = Getting Started With Hornbill = | + | ==Introduction== |
| − | | + | If you are looking to evaluate Hornbill or you are just starting with your new instance, this page will provide information on how to get started.| |
| − | At Hornbill we understand you want to get up and running as soon as possible and our free 30 day Switch-On Service will run you through everything you need.
| + | {{rightBox|Related Articles| |
| − | This page will run you through a high level overview of the basics of your instance.
| + | :* [[Frequently Asked Questions]] |
| − | | + | :* [[Supportworks to Hornbill Service Manager Migration Package|Supportworks to Service Manager Migration]] |
| − | This guide is deliberately short and high level but we have plenty of resources available to you just a click away so please see our FAQ (link) section or explore [[Administration]] where you will find useful guides and videos to help you.
| + | :* [[Collaboration_Core_WCAG20_report|Accessibility]] |
| − | | + | :* [[Glossary of Terms]] |
| − | | + | }} |
| − | == Architecture == | + | }} |
| − | | + | {{Section| |
| − | When we say “Hornbill”, we are referring to a powerful platform capable of running an array of business collaboration applications that help teams create content, share ideas and feedback and optimize operations to deliver better customer experiences. Hornbill’s application based approach gives you the flexibility to add functionality at a time that suits your organisation with no downtime and no upgrade path; you will constantly be up to date with the latest version. You have a ready installed app store on your instance to easily control the tools available to your users.
| + | ==Book a Live Demo== |
| − | | + | [[File:booknowbutton.png|right|link=https://info.hornbill.com/demo-request|Book a Demo]] |
| − | In essence Hornbill consists of 3 layers:
| + | Schedule a demo with one of the team who will be happy to provide you with a concise overview of Hornbill. We will take you through the key features while demonstrating its ease of use and provide the opportunity for you to ask any questions that you may have.| |
| − | :*Platform – The Power Plant, powering the range of plug-in applications. | + | {{RightBox|Watch Me| |
| − | :*Collaboration Core – Providing the User Interface and network of Collaborative features which are consumed by your installed applications. This layer is locked into the platform and allows easy ways of communicating with your organisation as well as interacting with the applications you have installed. | + | {{#ev:youtube|ZCX8FNVaGUs|350|center}} |
| − | This is used by your internal users and is controlled through named subscriptions.
| + | }} |
| − | :*Applications – As a company, Hornbill delivers powerful applications you can install via the app store in Hornbill Administration, such as Service Manager, and Document manager. Some applications are free; others will require a top up to the necessary Collaboration User Subscription.
| + | }} |
| − |
| + | {{Section| |
| − | [[File:Hornbill Architecture.png|1050px|center]] | + | ==Hornbill's LiftOff Implementation== |
| | + | [[File:booknowbutton.png|right|link=https://info.hornbill.com/demo-request|Book a Demo]] |
| | + | Hornbill’s LiftOff Implementation Package is the perfect way to get up and running with your essential disciplines. The fixed price and fixed scope package include best-practice templates to get you up and running on Case, Query, Incident, Problem, Change, Release, and Service Request Management. Our Product Specialists use a tried and tested approach to both rapid Requirements Capture and Easy Delivery as part of a collaborative plan to ensure you gain maximum knowledge and attain self-sufficiency. [[How Does The liftoff Work|Learn more about our Implementation approach]]. |
| | + | <br> |
| | + | <br> |
| | + | == Hornbill Wiki == |
| | + | Our Hornbill Wiki contains a library of articles that provide an overview of how to perform some of the tasks and activities to get Hornbill up and running and how to use some of the features. |
| | <br> | | <br> |
| | <br> | | <br> |
| | + | == System Requirements == |
| | | | |
| − | == Requirements ==
| + | Hornbill is 100% web browser-based. There is no need to install anything to get started. |
| − | Hornbill is 100% web browser based. There is no need to install anything to get started. | |
| | | | |
| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Hide answer" data-expandtext="Show answer" style="width:700px">
| |
| − | :''Which web brower can I use?''
| |
| − | <div class="mw-collapsible-content">
| |
| | : The following web browsers are supported | | : The following web browsers are supported |
| − | :* Windows Edge | + | :* [https://www.microsoft.com/en-us/edge Microsoft Edge] - The latest version in the Microsoft Edge ''Stable Release Channel'' (Chromium version) |
| − | :* Internet explorer – Version 10 or above | + | :* [https://www.google.com/chrome/ Google Chrome] - The latest version in the Chrome ''Stable Release Channel'' |
| − | :* Chrome - All versions but the latest is preferred | + | :* [https://www.mozilla.org/en-US/firefox/download/thanks/ Firefox] - The latest version in the ''Release Channel'' |
| − | :* Firefox - All versions but the latest is preferred | + | :* [https://www.apple.com/safari/ Apple Safari] - The latest version |
| − | :* Safari - Version 6.1.5 or above | |
| − | </div>
| |
| − | </div>
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| | | | |
| − | == Ways to access Hornbill ==
| + | {{infobox|IE11 |
| | + | Microsoft's IEx browser series has been a continuous burden on companies moving their applications into a browser. Internet Explorer right up to IE11 has failed to get close to any of the commonly accepted standards and as a result, has driven the need for a lot of "workarounds and IE-specific fixes". Finally, after many years, Microsoft has given up on their failing browser strategy and have adopted Chromium as the basis for their new browsers, and as a result have subsequently announced their dropping of support for IE11, introducing Microsoft Edge/Chrome which is a far better browser |
| | | | |
| − | Hornbill Administration – https://admin.hornbill.com/<yourinstancename>/
| + | https://docs.microsoft.com/en-us/lifecycle/announcements/internet-explorer-11-end-of-support |
| − | Primarily accessed by your System Administrator for carrying out the administrative tasks to configure your instance, Hornbill Administration can be accessed by other level users, i.e. those that have a need to create and manage reports. All system settings, User account management, email configuration, BPM Workflow, and Progressive Capture configuration is contained and amended here.
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| | | | |
| − | Hornbill Collaboration and Applications - https://live.hornbill.com/<yourinstancename>/
| + | From our point of view, much of our existing code continues to work with IE11 but we are no longer actively developing/targeting that browser. We are not purposefully breaking what is already working, but future developments may or may not work with IE11, we will no longer be doing any "IE11-specific coding". We encourage our customers to choose from one of the other modern browsers, Edge, Chrome, and Firefox are all very good contenders as an alternative to the dated IE11 browser. |
| − | Used by your analysts and collaboration users. See users (link) for the types of users within Hornbill.
| + | }} |
| − | | + | <br> |
| − | Hornbill Mobile – on Android and IOS and available through the respective app store. Used by your analysts and collaboration users.
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| − | | |
| − | Customer Portal - https://customer.hornbill.com/<yourinstancename>/
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| − | Designed to facilitate an external support function and is accessed by IT Support consumers external to your Organisation.
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| − | | |
| − | Service Portal - https://service.hornbill.com/<yourinstancename>/
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| − | Designed to facilitate an internal Support function, this is where members of your staff will access the IT Services that you offer.
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| − | | |
| − | | |
| − | == Where to start ==
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| − | | |
| − | In order to start utilising the system you will need to set up some basics.
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| − | Click on the below links to view more information about your configuration. This list covers the basics and is a simply a proposed order.
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| | | | |
| − | #Install your applications
| + | == Accessing Hornbill == |
| − | #Import and set up your users
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| − | ##''Roles
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| − | ##''Organisations
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| − | #Now you have your organisation and people in the system we can focus on getting them to collaborate
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| − | ##''Newsfeed
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| − | ##''Boards
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| − | ##''Workspaces
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| − | #Now your users are communicating, but we can do so much more. Now it is time to set up the services you offer to your business and put control mechanisms as to how you deliver these
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| − | ##''Services
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| − | ##''Service Levels
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| − | ##''Priorities
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| − | ##''Capturing your customer’s requirements
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| − | ##''Business Processes
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| | | | |
| − | Explore more administrative functions by clicking [[Administration|here]]
| + | {{Bullet1|Hornbill Web App|This is the main application for Users to get access to Hornbill applications, configuration, and the Employee Portal.}} |
| | + | {{Bullet2||URL - ''<nowiki>https://live.hornbill.com/<yourinstancename></nowiki>}} |
| | | | |
| − | == Signing In ==
| + | {{Bullet1|[[Hornbill Mobile]]|Available through the Android and iOS app stores. Used by application and collaboration users.}} |
| | | | |
| − | In the browser of your choice go to <nowiki>https://live.hornbill.com/<Cloud Instance>/</nowiki> and enter your user name and password.
| + | {{Bullet1|[[Customer Portal]]|Designed to facilitate an external support function and is accessed by IT Support consumers external to your Organization.}} |
| | + | {{Bullet2||URL - ''<nowiki>https://customer.hornbill.com/<yourinstancename></nowiki>}} |
| | | | |
| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Hide answer" data-expandtext="Show answer" style="width:700px">
| + | {{infobox|''How do I find out the name of my Cloud Instance?'' |
| − | :''What is a Cloud Instance?''
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| − | <div class="mw-collapsible-content">
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| − | :A Cloud Instance is the name of your company's Hornbill environment. This name would have been created at the time of registration. Typically this would be the name of your company.
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| − | </div>
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| − | </div>
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| − | | |
| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Hide answer" data-expandtext="Show answer" style="width:700px">
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| − | :''How do I find out the name of my Cloud Instance?''
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| − | <div class="mw-collapsible-content">
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| | :* If the Cloud instance was registered by you, you can refer to the automated email sent to you at the time of registration. | | :* If the Cloud instance was registered by you, you can refer to the automated email sent to you at the time of registration. |
| | :* If someone else in your company registered the Cloud instance, they should be able to provide this. | | :* If someone else in your company registered the Cloud instance, they should be able to provide this. |
| − | :* Still not sure? Please don't hesitate to contact us at [mailto:support@hornbill.com support@hornbill.com] | + | :* Still not sure? Please don't hesitate to contact us at [mailto:customer.success@hornbill.com customer.success@hornbill.com] }} |
| − | </div>
| + | |}} |
| − | </div>
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| − | | |
| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Hide answer" data-expandtext="Show answer" style="width:700px">
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| − | :''What is my username and password?''
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| − | <div class="mw-collapsible-content">
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| − | :* If the Cloud instance was registered by you, you can refer to the automated email sent to you at the time of registration.
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| − | :* If someone else in your company registered the Cloud instance, they should be able to provide this.
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| − | :* Still not sure? Please don't hesitate to contact us at [mailto:support@hornbill.com support@hornbill.com]
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| − | </div>
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| − | </div>
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| − | | |
| − | == Finding Your Way Around ==
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| − | | |
| − | === Application Navigation Bar ===
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| − | {{:What is the Navigation bar?}}
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| − | === Global Search Bar ===
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| − | The Global Search Bar is located at the top and center of the Hornbill client. The Global search uses a powerful indexing service for finding information in Hornbill quickly. On the left side of the search bar you can select the type of search that you would like to perform. The items available will depend on which applications you have installed and your roles and rights to those applications.
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| − | | |
| − | === Profile Menu ===
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| − | Located in the top Right of your browser window, the Profile menu provides information related to you.
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| − | | |
| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
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| − | * Language
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| − | <div class="mw-collapsible-content">
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| − | :: The language option in the Profile Menu lets you select your preferred working language for your current session. You will be returned to your default language next time you login. If translations are available, your selected language will be displayed on your Hornbill forms. If your language is not available on the provided list, your Hornbill administrator can add your language. You can permanently set you language in the Account Settings.
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| − | </div>
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| − | </div>
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| − | | |
| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:700px">
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| − | * Notifications
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| − | <div class="mw-collapsible-content">
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| − | :: The Notifications updates you on any new notifications. Individual notifications provide links to the source of the notification as well as an option to clear the notification.
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| − | </div>
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| − | </div>
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| − | * Account Settings
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| − | * Feedback
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| − | * About
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| − | * Logout
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| − | | |
| − | === Activity Panel ===
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| − | On the right hand side of the browser window is the Activity Panel which is a short cut to all of your activities that you have planned. This panel can easily slide out so that it is always visible or it can be collapsed to keep it out of view.
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