Idea ID: 2829290

Users cannot access online context-sensitive Help for their secure environment

Status : Waiting for Votes
Waiting for Votes
See status update history
8 months ago

Some of our existing Government customers have a secure "Closed" networking environment. Users cannot/are not allowed to access Internet from any PCs in PRODUCTION networking environment.

SMAX 2020.05 and higher version does not support embedded context-sensitive help. It means that this type of users cannot access the online context-sensitive Help from Service Portal or Agent interface.

Is it possible to have an offline context-sensitive Help HTML files and installed in the NFS or master node (same as classic Service Manager application), so those Users can press "help" icon to see the context-sensitive help without accessing Internet?

Thank you for your kind attention.


Danny Tung


  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

  • Incremental updates periodically
  • I recalled the online help fixes these 2 issues:

    1. Implementers needing info from online help on customer site where offline help server was not yet installed.
    2. Offline help server is out of date.

     This idea will need a way to update the offline help server. A question arise which is what will be an acceptable process for government customers to update the offline help server ?