2.1.1 Associate FAQ articles with tickets
The following describes the creation of FAQ articles (knowledge articles in Ops I) based on the results of incident responses and problem investigations, the association of FAQ articles with related incident tickets, and the use cases for how to verify these articles.
(1) Creating a category for registering FAQ articles
1. From the main menu, open [FAQ] - [Category Management].
2. Click the [Add category] button on the [FAQ Category Management] page.
3. On the [Add FAQ Category] screen, enter the following information in the [Add Category] fields and click the [Submit] button.
(Table) Example of input details for a category for registering FAQ articles
| Field |
Value |
| Name |
Incident response |
| Subcategory of |
Leave blank. |
| Validity |
Select "valid". |
| Comment |
Expertise gained from incident responses and problem investigation results. |
For details on [Category Management], see “[Category Management]”.
(2) Creating FAQ articles
1. Open [FAQ] - [New].
2. On the [Add FAQ Article] screen, enter the following information and click the [Create] button.
(Table) Example of input details for creating an FAQ article
| Field |
Value |
| Title |
How to handle security incidents that occurred in the XXX system |
| Category |
Specify "Incident response". The category created in (1). |
| State |
Specify "internal (agent)". |
| Validity |
Select "valid". |
| Language |
Select "en". |
3. The FAQ article is created and the user is redirected to the FAQ Zoom screen.
For details on the [New] function, see “[New]”.
(3) Checking the FAQ Zoom screen for created FAQ articles
1. Open [FAQ] - [Explorer].
2. Click on the "Incident response" created in (1), as it appears in the [Subcategories] section of the [FAQ Explorer] screen.
3. The FAQ article created in (2) will be displayed in [FAQ Articles:]. Click the FAQ article to display the FAQ Zoom screen.
For details on the FAQ Zoom screen, see “FAQ Zoom screen”.
(4) Associating FAQ articles with links to tickets
1. Click [Link] on the FAQ Zoom screen for the FAQ article "How to handle security incidents that occurred in the XXX system" displayed in (3).
2. In the dialog box that appears, click [Create new links] -[Link with] to display a pull-down menu. Select [Ticket], enter a word for the ticket you want to search for (or "*" if you want to search for all tickets), and then click the [Start search] button.
3. From the [Search Result], select the checkboxes for the tickets you wish to associate (multiple tickets can be checked), select [Normal] in the selection field at the bottom left of the [Search Result], and then click the [Add links] button.
When you create a standard link from the FAQ to a ticket, a standard link is automatically created from the ticket to the FAQ at the same time. This allows for cross-referencing.
(5) Verifying tickets linked to FAQ articles
1. The ticket linked in (4) will be displayed in the [Linked: Ticket] of the FAQ Zoom screen displayed in (3).
2. Click any ticket to display the Ticket Zoom screen.
For details on the Ticket Zoom screen, see “Ticket Zoom screen”.