Lee Jones Posted September 25, 2020 Share Posted September 25, 2020 Some ITSM tools I have used in the past have the ability to suggest FAQ or knowledgebase articles in real time as an analyst raises a new incident or service request. An example is when you type a keyword into the subject line of a ticket, e.g. "printer". Any articles containing this keyword, or those tagged with this keyword, are presented to the analyst as suggestions. I've found this feature extremely useful in aiding the Service Desk to proactively use related articles, rather than spending time searching for any relevant article in what is effectively a separate module. Any advice on whether this is possible in Hornbill would be appreciated, or indeed, if it's something which is on the product roadmap. Many thanks Link to comment Share on other sites More sharing options...
David Hall Posted September 25, 2020 Share Posted September 25, 2020 Hi @Lee Jones Thanks for the post, you can turn on suggested knowledge to be displayed as part of the request logging process. You should be able to find the details here https://wiki.hornbill.com/index.php/Knowledge_Centre Let us know if you have any further questions. Kind Regards, Dave. Link to comment Share on other sites More sharing options...
Lee Jones Posted September 25, 2020 Author Share Posted September 25, 2020 Hi @David Hall This is exactly what I was looking for. It doesn't seem to work with documents in Hornbill Documents, but it will be useful regardless. I have done some testing today and while I can get it working, it doesn't seem to suggest FAQs. As an example, I start raising a ticket with the keyword "Mimecast" in the subject and it suggests 99+ ticket records, but despite having an FAQ with the "Mimecast", it doesn't display. Is there something I'm missing? Many thanks Lee Link to comment Share on other sites More sharing options...
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