Service Manager

Announcements and FAQs

Announcements allow you to 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.

FAQs are answers to some common queries that are available for you to refer for solutions or workarounds to your problems or queries before raising incidents.

Viewing and Searching Announcements and FAQs

1.Log in to the Service Desk console.

2.To view Announcements and FAQs, open its respective workspace.

A list of records 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.

You can also search using Saved Searches. For more info, click Saved Searches.

Creating an Announcement

1.Log in to the Service Desk console.

2.Open the Announcement workspace.

3.Click New Announcement. The system displays a blank Announcement form.

4.Enter information into the fields.

•Urgent - marks the announcement as urgent.

•Status - Only those Announcements with Status as Published appear in the Self Service portal.

•Region, Effective Date, Expiration Date, Subject, and Description.

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 in to the Service Desk console.

2.Open the FAQ workspace.

3.Click New FAQ. The system displays a blank FAQ form.

4.Enter information into the fields.

•Category, Status - only published FAQs appear in the Self Service portal.

•Question, Answer - the answer to the FAQ, procedure, or other pertinent information.

5.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.

3.Open the FAQ to archive.

4.To save an FAQ that is not published, change the Status to Archived.

5.Enter the reason why the FAQ is no longer applicable in the Reason for Archive tab.

6.Click Save.

Deleting an FAQ

This action is permanent and cannot be undone.

1.Log in to the Service Desk console.

2.Open the FAQ workspace.

3.Highlight, but do not open the FAQ to be deleted.

4.Click the Delete icon from the toolbar. The FAQ no longer appears in the list.