Announcements and FAQs

Announcements and FAQs can only be viewed from Self Service when the Alert and Search addins are enabled.

Your administrator might need to make the Search tab available for your role.

1.

From the Search tab, enter a keyword. You can optionally filter the search by FAQ or announcement from the drop-down list.

2.

Click Search. A list of matching titles is displayed.

3.

Click an item from the list to view details.

1.

Log into the Service Desk Console as an administrator and open the Announcement workspace. A list of announcements appears.

2.

Click New Announcement.

3.

Enter information into the fields.

--fields--

Field	Description
Status	Status of the announcement. Choose from the drop-down list. Announcements with a status of published appear in the Self Service module.
Region	The region to which this announcement applies. Select from the drop-down list.
Effective Date	The date when this announcement starts.
Expiration Date	The date when this announcement is no longer valid (and no longer appears to users).
Subject	A subject or title.
Description	Announcement message

4.

Click Save

from the toolbar.

Users automatically see the announcement when they log in.

1.

Log into the Service Desk Console as an administrator and open the FAQ workspace. A list of FAQs appears.

2.

From the toolbar, click New FAQ. A blank FAQ form appears.

3.

Enter information into the fields.

--fields--

Field	Description
Category	The category. Choose from the drop-down list.
Status	The status of the FAQ record. Choose from the drop-down list. Only published FAQs appear to Self Service users.
Question	The main question or title of the FAQ.
Answer	The answer, procedure, or other pertinent information. Use Standard Text Edit Options.