If an FAQ is set to Service Desk (not Portals or Both), is it or can it be visible to look-up by Full Users...?

[Berto2002]

I want my Full Users to be able to see certain FAQs on all Services (but not Basic Users in the portals).

FAQ have a visibility of Portals, Service Desk or Both.

Sure, if I select Service Desk, it's not showing on the portal and it does show against a Request for that Service as a "Solution"...

But is there anywhere a Full User can look-up the FAQ on any given Service if they do not have Services Manager access to view the Service Portfolio and don't have an open Request in front of them?

[James Ainsworth]

Hi @Berto2002

Thanks for your post. 

At them moment, the FAQs are only presented during Intelligent Capture or from a request, by either the solutions action or by clicking on the associated service.  There isn't currently a global search across all services that sits outside of the requests.

There is some development work around knowledge that will include a global search that a Full User will be able to use.  The knowledge work will be made available over a number of phases, starting at the end of this year.