Service Desk

Frequently Asked Questions

 

The Frequently Asked Questions (FAQ) page gives you an opportunity to find answers to commonly asked questions without needing to contact the IT department. Always make sure to check the FAQ before submitting a service record, as the FAQ can often provide you with an immediate solution for your issue without having to involve your IT team.

 

KB Main Page

 

How do I find the FAQ that I need?

 

To get the most out of the FAQ, you need to know how to find the item that best describes the problem you're facing.

To find the right FAQ (known as a Knowledge Base article):

Sorting


The middle column displays the titles of all the articles from a specified category. You can sort the articles that appear in this list with the drop-down menu at the top. Sorting allows you to choose only the articles that:

When you've located the desired article, click the title to view it (see Viewing).

 

Viewing
Viewing articles is done directly in the Viewing Pane.

Viewing

 

Top bar:
At the very top-left corner of the Viewing Pane, there is a voting feature, which can help you determine which articles are most valuable. For more information, see Voting for articles.

 

Next to the voting feature is the Views counter, which shows you how many times the article has been viewed.

 

In the top-right corner, there is a Print button . Click this button to open a print preview screen from which you can easily print the FAQ article.

 

Article content:
Here you see the breadcrumbs at the top—showing your exact location within the FAQ tree, followed by the article's title in large letters, followed by the question and then the answer in the main content section. If the article contains an oversize image, SysAid compresses it and you will notice a big plus sign over the image. To view the image in its original size, simply click the image and it will open. To return to viewing the article, you must close the window by clicking the Close icon at the top right corner of the image.


If an article has any attachments, you will see these as clickable buttons at the bottom of the article.

 

To see all the extra article information, such as when the article was created, how many people viewed it, tags, etc., scroll down to the bottom of the Viewing Pane.

 

article information

 

Voting for articles

 

At the top of each article (in the Viewing Pane) is the voting feature.

Voting

Here, you can vote positively or negatively for the selected article, by clicking the thumbs up or thumbs down icon, respectively. You can then find the articles that have the highest positive ratings, by sorting them by Votes in your search (see Sorting).