Hornbill Integration

Hornbill Integration

The Hornbill integration connects CrownSync Playbooks to your Hornbill Service Manager instance. Incidents created in CrownSync are automatically logged as requests in Hornbill, and updates can be synchronised in both directions using Hornbill Auto Tasks.

Prerequisites

• A Hornbill Service Manager instance
• Your Hornbill instance URL (e.g. https://yourcompany.hornbill.com)
• A Hornbill API key with permissions to create and update requests
• The service name in Hornbill where requests should be logged
• Admin role in CrownSync Playbooks

Connection Setup

1. Navigate to Admin → Integrations
2. Select Hornbill
3. Enter your Hornbill instance URL
4. Enter your Hornbill API key
5. Enter the target service name
6. Click Test Connection
7. Click Save

Priority Mapping

These mappings can be customised to match your Hornbill priority scheme.

Inbound Webhook (Hornbill → CrownSync)

For bi-directional sync, configure an Auto Task in Hornbill:

1. In Hornbill, navigate to the Business Process Designer
2. Edit the relevant request workflow
3. Add an Auto Task node at the points where you want updates sent to CrownSync
4. Configure the Auto Task to make an HTTP POST to the CrownSync webhook URL
5. Include the request reference and updated fields in the payload
6. Include your CrownSync API key in the request headers
7. Save and publish the updated workflow

Troubleshooting

• Connection refused— Verify the instance URL is correct and includes the protocol (https://)
• Authentication failed— Check the API key is valid and has not expired
• Service not found— Ensure the service name matches exactly as configured in Hornbill, including case sensitivity
• Webhook not triggering— Verify the Auto Task is correctly positioned in the workflow and the workflow has been published

Integration instructions last verified: April 2026