To View FAQs

FAQs (Frequently Asked Questions) are a component within the Knowledge Bank that represents information on common problems and suggested solutions. Entries within FAQs are administered by your System Administrator. FAQs can be useful to provide a prompt solution to an issue and to avoid logging Incidents of the same nature.

To view FAQs, follow these steps:

1.       Select FAQ from the menu options. The FAQ page is displayed.

2.       Type the word or words you are searching for in the Search Text field. The text may be a form of the word or words, or a regular expression depending on the Search Type selection.

3.       Select an option from All Words and Any Words.

·         Selecting All Words will instruct the system to search FAQ entries containing all the words you typed into the Search Text field. However, this option does not take into account the sequence of the words specified. To search for an exact phrase, the words for which you are searching must be specified within quotation marks.

·         Selecting Any Words will instruct the system to search on any of the words you typed into the Search Text field. Knowledge entries with one or more words that match the text specified will be returned in this search.

Example: Network Problems

All Words: This option will instruct the system to search for “Network Problems” and return results that contain the phrase “Network Problems”

Any Words: This option will instruct the system to search for “Network” and “Problems”. This search will return results that contain the word “Network” or “Problem”.

4.       Select a Search Type. The search type options are:

·         Exact: Selecting Exact will retrieve FAQs containing exactly the words entered in Search Text. It will not retrieve FAQs that have another form of the word or a synonym of the word. For example, if you specify “Join” in text box, the search will not retrieve “Joined” as a match. Note that this type of search is not an exact phrase search. To search for an exact phrase, the words for which you are searching must be specified within quotation marks.

·         Related: FAQs that contain synonyms or words that are similar to the text entered in the Search Text field will be returned in the search. For example, if you specify the search text as “Cloning”, the search will locate FAQs that have any form of the search text, such as “clone” and “cloned”.

·         Regular Expressions: Select this option to search for FAQs using the regular expression specified in the Search Text field. Regular expressions include wildcard characters such as an underscore (_) to represent one character or percentage (%) to represent zero or more characters. Usage of regular expressions is specific to the database engine you are using: SQL Server or Oracle. Regular expressions are limited to searching for individual words and therefore exclude any punctuation and white space specified in the search text. The following wild card characters are supported for SQL Server and Oracle:

o        % - To search for any string of zero or more characters.

o        _ - To search for any single character.

o        [] – Any single character within the specified range. For example, the range [a-f] or the set [abcdef].

o        [^] – Any single character not within the specified range. For example, not in the range [^a-f] or not in the set [^abcdef].

5.       Click in the Profile field and select an article profile type from the list. If sub-profiles are defined for the profile selected, a list is displayed below the Profile list. Select a sub-profile from the list. Further sub-profiles may appear if they are defined for the selected sub-profile.

6.       To search the FAQs for entries related to a CMBD Item, type a CMDB item name or reference number in the CMDB Item field or click to display the Review CMDB Items page. After selecting an item, you will return to the FAQ page.

7.       Click in the Type field and select a Problem type from the list. If a sub-type is defined for the type selected, a list is displayed from which to select. Select a sub-type from the list. Further sub-types may appear if they are defined for the selected sub-type.

8.       Click Search. Your search results are displayed in a summary format.

If your search does not yield any results, the following message is displayed “No Results Matching Criteria”. Click the Back button to return to the FAQ page. Your previous field entries are retained. Modify them and try your search again.

9.       Click the View link to view the details on the specific entry.

 

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