Where does publish to portals data go

[AndyColeman]

Good afternoon,

I am trying to get some of our IT team seeing some of the benefits that Service Manager provides. A couple of things crop up.

1. When in a Problem ticket and you select Publish, where does that data go? Is it searchable and where do analysts go to find the potential workarounds?

2. Knowledgebase - I appreciate you have a new FAQ which looks very good but is there any searchable knowledgebase facilities anywhere in Hornbill so if someone typed the words 'P Drive' they could find anything related to that term.

 

Any help with either of the above would be great.

Thanks,

Andy

[Guest NadeemMazhar]

Hi @AndyColeman

Hope you are well and many thanks for your forum post. Please see below the answers to your questions:

1. When in a Problem ticket and you select Publish, where does that data go? Is it searchable and where do analysts go to find the potential workarounds?

With regards to Problem ticket, as long as this is associated to a Service, when you click publish and enter the relevant information, it will create a new tab called known issues within the Service page in the customer or service Portal (as long as the request is open).

This can be searchable as shown in response to your second question below.

Further information can be found here:

https://wiki.hornbill.com/index.php/Publish_Action_Item

2. Knowledgebase - I appreciate you have a new FAQ which looks very good but is there any searchable knowledgebase facilities anywhere in Hornbill so if someone typed the words 'P Drive' they could find anything related to that term.

In the home page of both the Customer and Service Portal, you have the search bar as shown below:

If you type the search term, this will bring up all the results relating to the term you have inputted. In my example below, I have searched for published, and this has bought up results which incorporate the word published in there, and this could either include FAQs or Requests that the customer has raised.

 

Within Hornbill, knowledge and information is stored in several areas, be it a Workspace, a document, within an Organisation record, a Request timelime and many other examples. For Analysts within Service Manager application, using the Global Search Bar should allow for searching for anything related to a term. In Hornbill, you can search for specific terms within a Workpace or Request and search for Documents via tags. Further information can be found here:

Global Search for Requests:

https://wiki.hornbill.com/index.php/Global_Search_for_Requests

Global Search Bar:

https://wiki.hornbill.com/index.php/Getting_Started

Document Tags:

https://wiki.hornbill.com/index.php/Document_Tags

I hope that helps and any further questions please do not hesitate to let us know.

Kind regards

Nadeem