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Solutions Events and Notifications Needed

Related products:Freshservice
  • July 23, 2024
  • 3 replies
  • 76 views
mbutler
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I moved all of our public data from a MediaWiki server to FreshService solutions. For the most part, people love it. However, I have found some issues that I’d like to bring up:

  1. Automatic Expiration of articles - Articles shouldn’t expire. I should have the ability to modify this so it is not an automatic thing that occurs. This has caught us a couple of times already where a page has returned to the Draft status and is no longer publicly available.
  2. E-mail Notifications - I should receive a notification when a solution goes from Published → Draft status. Right now, there is no way for me to know when an article gets unpublished by FreshService.
  3. Workflows - There should be an event “Solutions Article becomes unpublished”, where I can take a custom action if I would like to.
  4. Subscribe to Page/Site - I have customers that want to know when a change occurs. They would like to receive an email when a page they are interested in changes. This was easily done with MediaWiki, but isn’t an option in FreshService

3 replies

kpatterson
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  • kpattersonTop Contributor ⭐
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  • August 1, 2024

We would also love to see more attention added to the editor tool used for solutions.  We moved over from Confluence and deeply miss the ability to have expand/collapse sections.  Where we have a lot of content such as an FAQ page, this leaves us with the choice of a long article (likely will not be fully read) or multiple little articles (easy for staff to miss ones important for them).  In Confluence, we could have the questions listed and staff could reveal, without leaving the page, only those answers they were interested in seeing.  This kept the length and quantity of pages in control.

    mbutler
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    • mbutlerTop Contributor ⭐
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    • August 2, 2024

    We would also love to see more attention added to the editor tool used for solutions.  We moved over from Confluence and deeply miss the ability to have expand/collapse sections.  Where we have a lot of content such as an FAQ page, this leaves us with the choice of a long article (likely will not be fully read) or multiple little articles (easy for staff to miss ones important for them).  In Confluence, we could have the questions listed and staff could reveal, without leaving the page, only those answers they were interested in seeing.  This kept the length and quantity of pages in control.

    Thank you for sharing. I definitely think there is room for maturity within the solutions.

    mbutler
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    • mbutlerTop Contributor ⭐
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    • January 9, 2025

    ​@Ammar KB - How about this one? I have solutions that are automatically changing from Published to Draft which makes them unavailable to my customers.

    Solution articles shouldn’t expire unless I want them to. I don’t want them to.

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