Service Manager
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Announcements and FAQs
•Viewing and Searching Announcements and FAQs
About Announcements and FAQs
Announcements allow you view the messages sent out to the entire organization, all user roles can view announcements. But only user roles with the right access and permission can create Announcements. And FAQs are answers to some common queries that are available for you to refer to find solutions or workarounds to your problems or queries before raising incidents.
Announcements and FAQs are displayed on the Home page in the Self Service portal.
Viewing and Searching Announcements and FAQs
1.Log in to Service Desk Console.
2.To view Announcements and FAQs, open its respective workspace.
A list of announcements and FAQs is displayed. Click on a record to view its details.
3.To search for announcements or FAQs, enter a keyword in the Search bar of the respective workspace and click the Search icon or press the ENTER key.
The matching results are displayed.
4.You can also search using Saved Searches. For more info, click Saved Searches.
Creating an Announcement
1.Log in to the
2.Open the Announcement workspace. A list of announcements appear.
3.Click New ANNOUNCEMENT. The system displays a blank Announcement form.
4.Enter information into the fields.
| Field | Description |
|---|---|
|
Urgent |
To mark the announcement as urgent. Check the check box to mark as Urgent. |
| Status | Status of the announcement. Choose from the drop-down list. Only those Announcements with Status as Published appear in the Self-Service Portal. |
| Region | The region to which the announcement is applicable. Select from the drop-down list. |
| Effective Date | The announcement start date. |
| Expiration Date | The announcement end date, when you can no longer view the announcement. |
| Subject | The announcement subject. |
| Description | The announcement message or details. |
5.Click Save.
The announcement is saved and published (when Status is set as Published) to all the user roles. The announcement is displayed when a user logs in to the system.
Creating an FAQ
1.Log into the Service Desk Console.
2.Open the FAQ workspace. The system displays a list of FAQs.
3.Click New FAQ. The system displays a blank FAQ form.
4.Enter information into the fields.
| Field | Description |
|---|---|
| Category | The category. Choose from the drop-down list. |
| Status | The status of the FAQ. Choose from the drop-down list. FAQs with Published Status only appear in the Self-Service Portal. |
| Question | The main question or title of the FAQ. |
| Answer | The answer, procedure, or other pertinent information. |
5.You can also attach a file or URL to the FAQ if requirement.
6.Click Save.
Archiving an FAQ
1.Log in to the Service Desk Console.
2.Open the FAQ workspace. The system displays a list of FAQs.
3.Open the FAQ to archive.
4.To save an FAQ that is not published, change the status to archived.
5.Under the Reason for Archive tab, enter the reason why the FAQ is no longer applicable.
6.Click Save.
Deleting an FAQ
This action is permanent and cannot be undone.
1.Log into the Service Desk Console.
2.Open the FAQ workspace. The system displays a list of FAQs.
3.Highlight, but do not open, the FAQ to remove.
4.Click the delete icon 
from the toolbar. The FAQ no longer appears in the list.
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