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Found 4 results

  1. 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.
  2. 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 also display it in 'Service Requests' as the request new hardware service lives there. Finally it will also be displayed in 'Mobile Devices and Remote Working' and in 'Staff Changes' for new starters Obviously should the document change we will have to remember to update all 4 documents. This isn't too bad at the moment as the number of FAQs I have written is quite small but once we start using the system in a live function and the FAQs are also written by the analysts and the number grows it will be a task it itself to make sure all copies of documents are up to date. I was thinking of showing all FAQs in one tab and having a multi select drop down list of available services after each one as per the attached image.
  3. 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 is viewing as Stever, the image on the bottom is viewing as Grahamc. The exact url of my test image is: https://live.hornbill.com/demo/php/attachment/image.php?application=com.hornbill.servicemanager&entity=Faqs&key=173&secure&filepath=image1555001780424.021.jpeg As a side note, I noticed images uploaded as .jpg are being converted to .jpeg.
  4. 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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