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Default View for FAQ Resolutions


Michael Sharp
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We have FAQs limited to the service desk i.e. that sometimes can contain technically sensitive data or we would not want end users reattempting these steps in the future e.g. registry adjustments or adjustments to app data that could be otherwise very disruptive.

When we resolve a fault with these FAQs, the full detail is available to the Customer view by default which could compromise the sensitive information (e.g. file paths/server names) or cause further disruption if end users attempt this incorrectly in future.

Is it possible to default this to "Team" or provide less information?

Thanks and regards,

Mike.

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@Michael Sharp when an FAQ is marked as a Solution  the text is copied into the resolution text box - where it can be manually edited if needed before resolving.

By default Resolution visibility is set to Customer

However you can change the global default for Resolution to team through the admin tool > service manager > settings 

image.png

Steve

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8 minutes ago, Steven Boardman said:

@Michael Sharp when an FAQ is marked as a Solution  the text is copied into the resolution text box - where it can be manually edited if needed before resolving.

By default Resolution visibility is set to Customer

However you can change the global default for Resolution to team through the admin tool > service manager > settings 

image.png

Steve

Thanks Steve, just thought a better solution was a form of automation where service desk FAQs would be marked as team only as the majority of resolutions we want users to see however just not these.

Mike.

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