Dan Munns Posted December 8, 2016 Share Posted December 8, 2016 Hi all, I was wondering if it would be possible to have a way of holding the FAQ documents in a central place and having a system for what service to display them on? At the moment we have a few FAQ documents that are relevant for more than one service and we will have to make sure that all copies on all services are up to date rather than update a central document and then display it across multiple services. An example of this is adding a mailbox to a corporate mobile. We have had instances of iOS updates dropping the mailbox so the FAQ will show in 'Incidents', we will also display it in 'Service Requests' as the request new hardware service lives there. Finally it will also be displayed in 'Mobile Devices and Remote Working' and in 'Staff Changes' for new starters Obviously should the document change we will have to remember to update all 4 documents. This isn't too bad at the moment as the number of FAQs I have written is quite small but once we start using the system in a live function and the FAQs are also written by the analysts and the number grows it will be a task it itself to make sure all copies of documents are up to date. I was thinking of showing all FAQs in one tab and having a multi select drop down list of available services after each one as per the attached image. 2 Link to comment Share on other sites More sharing options...
m.vandun Posted December 8, 2016 Share Posted December 8, 2016 Hi, I would really like this option as well. Regards, Mark Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 10, 2016 Share Posted December 10, 2016 Hi Dan, Thanks for your post. Great to hear that you are using the FAQs and thanks for the feedback. The ability to have a FAQ associated to more than one service sounds like a worth while option. I have raised a change proposal for this. I will post back any progress and let you know once it reaches our development queue. Regards, James 1 Link to comment Share on other sites More sharing options...
Dan Munns Posted December 12, 2016 Author Share Posted December 12, 2016 Thanks James, Hope to hear an update soon! Dan Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 25, 2019 Share Posted June 25, 2019 @Dan Munns As per our conversation at Insights 19, this would be useful for us as well. +1 Cheers Martyn Link to comment Share on other sites More sharing options...
Dan Munns Posted June 25, 2019 Author Share Posted June 25, 2019 @James Ainsworth has there been any update to this since 2016..... Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 25, 2019 Share Posted June 25, 2019 Hi @Dan Munns No update at the moment. This change is still in our backlog for review. Regards, James Link to comment Share on other sites More sharing options...
SimonSheldon Posted June 27, 2019 Share Posted June 27, 2019 +1 from me too... we are looking to setup FAQ's pretty soon and this would be very useful for us. Link to comment Share on other sites More sharing options...
dwalby Posted June 27, 2019 Share Posted June 27, 2019 +1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 27, 2019 Share Posted June 27, 2019 @dwalby and @SimonSheldon I've added you both to the change. Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted June 28, 2019 Share Posted June 28, 2019 +1 for us too please....we DO use FAQ's but keeping them organised isn't particularly easy so this change would be a great benefit for us.... Link to comment Share on other sites More sharing options...
HHH Posted June 28, 2019 Share Posted June 28, 2019 This would be an enormous improvement to the FAQ functionality. +1 for us. Link to comment Share on other sites More sharing options...
Daniel Posted January 15, 2020 Share Posted January 15, 2020 +1 Link to comment Share on other sites More sharing options...
samwoo Posted January 16, 2020 Share Posted January 16, 2020 +1 for this million year old topic (just kidding - but definitely a +1) Link to comment Share on other sites More sharing options...
Daniel Posted February 4, 2020 Share Posted February 4, 2020 +1 for us Link to comment Share on other sites More sharing options...
Nikolaj Posted February 4, 2020 Share Posted February 4, 2020 +1 for us Link to comment Share on other sites More sharing options...
TSheward_SGW Posted February 25, 2020 Share Posted February 25, 2020 +1 for us Link to comment Share on other sites More sharing options...
davidrb84 Posted February 25, 2020 Share Posted February 25, 2020 +1 for us to Link to comment Share on other sites More sharing options...
Jeremy Posted February 26, 2020 Share Posted February 26, 2020 +1 Link to comment Share on other sites More sharing options...
SJEaton Posted March 18, 2020 Share Posted March 18, 2020 +1 Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted April 30, 2021 Share Posted April 30, 2021 Is there any news on this (rather old!!) post please? Link to comment Share on other sites More sharing options...
samwoo Posted April 30, 2021 Share Posted April 30, 2021 + 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted April 30, 2021 Share Posted April 30, 2021 I will join in on this and +1 it - would be great to have this feature in FAQs, as well as the other enhancement I suggested previously where we can add hidden tags to a FAQ as our customers do not always search for the correct terminology when searching on the portal so having hidden tags (much like we can add tags to documents in Document Manager) will really help us push our customers to the correct data Thanks ! 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 30, 2021 Share Posted April 30, 2021 You may have seen or read in other posts that we are working on improving knowledge management within Hornbill. As part of this there will be a some consideration around providing a centalized view of both FAQs and Published Issues as part of a new Knowledge Centre. Once available you will have to keep in mind that we will be introducing Knowledge Articles which you may find to be more appropriate for knowledge than FAQs. No time frames yet. We're working hard to get this to you as soon as possible. 3 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted May 4, 2021 Share Posted May 4, 2021 @James AinsworthThanks for the update James, I look forward to the new functionality with interest ! Many thanks Link to comment Share on other sites More sharing options...
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