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I have been told to raise this by our SME as we are currently in the process of moving over our entire Knowledge base from Service Now into Hornbill FAQs. This has been, and continues to be, a painful process as we have over 1600 articles with assisting documents all being copied over by hand. So my main question is will the new Knowledge Management system be able to take the FAQ's with attached documents directly and import them? I am also interested in the way the new system will allow us to search for information. Currently the way this is done for Service Management is clunky and is not helping our Service Desk at all. I did ask if we could get a basic search outside of a request for Service Desk rather like the Portal but told you cannot do this due to all resources being on the new system. I would also like the ability to search in the editor to allow quick updates - Currently the only way to find a FAQ to update it is to put it into Alphabetical order and mouse over when you get near. A pain when you have a lot of articles starting with the same subject i.e Windows 10 as you can imaging. Even being able to move the display to show full titles would help. Then we come on to the timescales, when are we going to get a first look at the new system? Many thanks Tracey Edwards
So we now have a lot of FAQs in our system and want to use the knowledge base to it's potential. We have raised these queries before I think but this is more in your face issue, I have a video of the issue but it is too big to attach so this link should work. When you type text into the summary box the system is suppose to search for associated FAQs etc, but from our example this just does not work and does not even get close, is there any work that is being done to make this element of Hornbill more user friendly? Even if you remove the beginning text and just enter Requesting Bulk Mail into the summary it restricts further and just leaves the Home Worker FAQ that has no link at all. (no service has been at this point of the process).
Hi, Apologies if this is in the wrong section of the forums, and/or it's already been discusssed. I keep seeing users and Hornbill staff alike providing examples on how best to use the system. This got me thinking... I was wondering if there could be a Knowledge Hub somewhere on the forums / wiki / another source which Hornbill and Forum Users can contribute to share knowledge or hints and tips on Hornbill, API's etc. This Knowledge Hub could have categories for the different areas of Hornbill (Best Practices / SQL / Reports / PCF / BPM / API's etc) Tags are used against a Knowledge much like the way the Hornbill documentation is used. Users can then search the Knowledge Hub to see if anything they want to do has already been posted or not. Users can comment and collaborate on the Knowledge Something a bit like this on StackOverflow - http://stackoverflow.com/documentation/powershell/1067/loops#t=201705031606276839395 At the top, there is section in the menu called Documentation (BETA) for reference. If we can lock this Knowledge Hub to just users of the forums then this keeps everything in a secure place. Thanks, Samuel