I have tried to mis-use the helpdesk module as a kinda knowledge-tree module, but keep running into some limitations of that use.
The basic idea is that procedures/common errors/etc. are described in items with a certain hierarchy, such as Organisation->Services->Subservice. The item will hold a description or an attached document about the problem and how to resolve it, or the procedure to be carried out.
How do i deal with this? Is starting from the helpdesk module the best way to go, or is there something else I can use?
Patrick.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Agreed, this seems to be a missing functionality, esp for ITIL app. The ability to build a user facing Knowledge Base/FAQ. This should be global (ie all organisations can view) with ability to fine tune specific entries to specific orgs. Nice feature would be to categorise the items (hardware/email/software apps/procedural/policy documentation)
For instance, a set of instructions on how to add shared printers would be global under support category. Service providers SLA would be globally available under a contract/procedures category. Instructions specific to a particular clients software would only be available to that client.
Articles should have an ability to embed custom html/css so that the articles look and feel can be fine tuned (or ckeditor type interface)
Usage:
A user raises ticket, Helpdesk searches KB for article and emails article link or actual article to user - user self resolves.
B Helpdesk does not find article - request to create article as part of problem management
C Link from the dashboard to KB so that user can self resolve without raising ticket
Some of this would depend upon having the ability to email regular updates to a user, which seems to also be an issue.
Daniel
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
I have tried to mis-use the helpdesk module as a kinda knowledge-tree module, but keep running into some limitations of that use.
The basic idea is that procedures/common errors/etc. are described in items with a certain hierarchy, such as Organisation->Services->Subservice. The item will hold a description or an attached document about the problem and how to resolve it, or the procedure to be carried out.
How do i deal with this? Is starting from the helpdesk module the best way to go, or is there something else I can use?
Patrick.
Agreed, this seems to be a missing functionality, esp for ITIL app. The ability to build a user facing Knowledge Base/FAQ. This should be global (ie all organisations can view) with ability to fine tune specific entries to specific orgs. Nice feature would be to categorise the items (hardware/email/software apps/procedural/policy documentation)
For instance, a set of instructions on how to add shared printers would be global under support category. Service providers SLA would be globally available under a contract/procedures category. Instructions specific to a particular clients software would only be available to that client.
Articles should have an ability to embed custom html/css so that the articles look and feel can be fine tuned (or ckeditor type interface)
Usage:
A user raises ticket, Helpdesk searches KB for article and emails article link or actual article to user - user self resolves.
B Helpdesk does not find article - request to create article as part of problem management
C Link from the dashboard to KB so that user can self resolve without raising ticket
Some of this would depend upon having the ability to email regular updates to a user, which seems to also be an issue.
Daniel