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Found 7 results

  1. Hi all, I was wondering if it would be possible to have a way of holding the FAQ documents in a central place and having a system for what service to display them on? At the moment we have a few FAQ documents that are relevant for more than one service and we will have to make sure that all copies on all services are up to date rather than update a central document and then display it across multiple services. An example of this is adding a mailbox to a corporate mobile. We have had instances of iOS updates dropping the mailbox so the FAQ will show in 'Incidents', we will a
  2. We are reporting against our portal published FAQs and cannot find any data for the date the customer either liked or disliked the published FAQ article. If this doesn't exist can this be added to h_itsm_faqs_feedback table?
  3. We have a service with approx 30 FAQs listed against it and it seems to cap in the Portal to 15 there is a load more button but this seems to do nothing and no more are loaded. Please can this be looked into please, as this is going to be crucial to a new form and process going live.
  4. Is there anyway to report against the FAQs on the service portal? We are starting to publish FAQs and if in the event a member of staff ticks the thumb down option when reviewing it we have no way (that I can find) of reporting against this so I can contact the member of staff for feedback for service improvement.
  5. Before we switched over to the new portal we were able to use a link to take us directly to a particular FAQ just by copying the URL when that FAQ was open. For some reason we can't do that anymore. The FAQ ID shows in the URL but when you follow it it just takes you to all the FAQs and the user still has to search for the correct one. Is there another way for me to add a link to an individual FAQ.
  6. Images uploaded to FAQs are being displayed to customers on the portal. Technician accounts can see the images. This appears to be due to the recent change in how images are stored. Previously they were stored as raw code in the HTML, now they are stored as files on the live.hornbill server. Unfortunately, it appears that customers do not have access to the live.hornbill directory. I confirmed this issue by creating a new FAQ on the hornbill/demo site and attempted to view the image on the portal with the Stever user. I have included images below of the issue. The image on the top i
  7. Hello I was wondering if it was possible for FAQs to be pulled through next to the related tickets and catalogue items that appear here after selecting a Service when raising an Incident or Service Request. I notice that the list of FAQs will appear after logging and assigning the ticket but wondered if there was a way they could be pulled through whilst logging the ticket (next to the related tickets and catalogue items). Thanks in advance! Max
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