SysAid Tip - How to transform a service request info an FAQ

 
Author
Message
SysAid Wiz
2447
 
A Tip from Sarah Lahav, the Head of SysAid Customer Service and Support Team

We all know too well the service requests that simply repeat themselves: every now and again almost all your end users seem to encounter the very same problem, and each of them seeks your help, individually. Answering each end user individually is a crazy and unnecessary work. SysAid saves your time: after reading this tip, you will only have to answer the recurring question once!
Here is how to do this:

1. First, you need to enable self-service for your users. This is a useful thing to do in any case. Go to Preferences -> End User Portal, and check the box ‘Enable Self Service (FAQ)’.
2. Now, go to Help Desk, and click the row entry of a SR you wish to turn into a FAQ.
3. Under the General Details tab you will see an Action called Add to Knowledgebase. Click it.
4. You will be asked to approve the action. Click Yes.
5. A popup screen will open, allowing you to edit the text of the service request and to adjust it as a new FAQ.
6. Choose the radio button ‘Add to End Users’ Self Service.

And that’s all it takes! Now your users can see this service request as an FAQ in their self service.
Pushing IT forward
Super SysAider
68
 
Haim wrote:A Tip from Sarah Lahav, the Head of SysAid Customer Service and Support Team

We all know too well the service requests that simply repeat themselves: every now and again almost all your end users seem to encounter the very same problem, and each of them seeks your help, individually. Answering each end user individually is a crazy and unnecessary work. SysAid saves your time: after reading this tip, you will only have to answer the recurring question once!
Here is how to do this:

1. First, you need to enable self-service for your users. This is a useful thing to do in any case. Go to Preferences -> End User Portal, and check the box ‘Enable Self Service (FAQ)’.
2. Now, go to Help Desk, and click the row entry of a SR you wish to turn into a FAQ.
3. Under the General Details tab you will see an Action called Add to Knowledgebase. Click it.
4. You will be asked to approve the action. Click Yes.
5. A popup screen will open, allowing you to edit the text of the service request and to adjust it as a new FAQ.
6. Choose the radio button ‘Add to End Users’ Self Service.

And that’s all it takes! Now your users can see this service request as an FAQ in their self service.


Hello Haim,

This process won't be for all versions of the Sysaid so can you please specify which version you're talking about?

(Unless I've missed something I do appologise).
"REEEEBOOOOOOOOOOOOOT!"