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Building a knowledge base?


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@James Ainsworth, @Steven Boardman

As mentioned at the Insight session, having the ability for the new Knowledge Centre facilities both internally and on the portals to utilise documents and libraries linked to the services the customer has subscriptions too, would be a great way of encouraging adoption of the portals and the increase request dealt with by 'Self Help'.

Cheers

Martyn

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  • 4 months later...
On 1/30/2017 at 3:33 PM, Daniel Dekel said:

Hi @Martyn Houghton,

I've checked with the Service Manager team and they do have a Change Request to display Documents for Services but there is no estimated time for this, so it can take some time.

Thanks,

Daniel

@James Ainsworth, @Steven Boardman

Is there any update on the Change Request raised prior to Daniel update above from January 2017 on the ability to link document/libraries to Services?

This is a  basic building block of a knowledge base both for analysts, internal and external customers. As well as improving the product offering, it would also no doubt increase the volume of disk space for those who take advantage of it, producing an increased re-occurring revenue.

Cheers

Martyn

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Hi @Martyn Houghton

This change is still not quite there yet.  It is fairly high up the list.  We have hundreds of customer requests for great ideas and we will continue to review, prioritize, and deliver these new features. Demand, complexity, and product fit are common factors used to determine the progression of a change.  I will review this change again to get a feel for where it is and when it can be delivered.

Regards,

James

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Is the idea of linking services and documents any further up the list, it seems to have been near the top for more than a year. Lots of good stuff has happened, but this is a killer feature for those bigger desks with a large number of services and/or pieces of knowledge.

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@James Ainsworth,

Just stumbled across this thread after an Internal conversation about the need for a Knowledge Base in Hornbill and wanted to add our thoughts.

We would like to see 'Documents' that are searchable for text from places like a 'Ticket' or the 'Request List' or a dedicated 'Knowledge Base'/'Document Manager' screen.  The search should take place in, but not be limited to, the title, description, tags and even viewable content in the 'document'.

The documents should either be available to paste into/attach to a Ticket (for Customer Visibility), or just be made viewable from a ticket as they would give ideas on how to resolve Incidents or fulfill Service Requests.

The documents should not necessarily be only viewable if the ticket is associated against a certain Service.  I can see in some instances, documents would apply to multiple services.

It might also be useful to have 'rating'/'no.of views' stats available for these documents.

Just some ideas - looking forward to seeing some progress as it looks like its been on the list for quite a while and people do seem to want a 'good' Knowledge Base.

Will watch this space avidly.

 

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Hi @James Ainsworth, would you be able to give us a progress update on this please.  Quite a lot of us on here really want to see this functionality in Service Manager.  Can you or @Gerry share with us any plans and thought processes on how you see this working and fitting in with Service Manager that works for both Hornbill customers who use Service Manager as an internal Service Desk tool but also for those of us who use it as an 'external facing' Service Desk.

This has been logged for quite some time so we are hoping that Hornbill have made some progress on this.

Cheers.

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  • 9 months later...

Update:  The ability to associate documents from document manager to services, and then for those documents to be visible against the relevant services on the Employee Portal and Customer Portal is in development, and will be available in a Service Manager update soon - we'll keep this post updated as it is completed, tested and ready to be made available.

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We have completed some work that now allows you to link a document to a Service.  Provided that the Library that the document belongs to has been set up to be accessible to people via the Customer or Employee Portals, they will be able to access the document from the Service.

More information can be found here.

image.png

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