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Q&A menu in HR Records Module

Q&A

Purpose

The Q&A module is used to create and manage knowledge base articles, departmental topics, and employee support requests within Thulo HRMS.

The module allows organizations to:

  • Organize knowledge articles by department or topic.

  • Provide employees with self-service access to information.

  • Assign responsible personnel to answer employee questions.

  • Allow employees to submit support requests related to specific topics.

  • Maintain a centralized internal knowledge base.

The Q&A module follows a three-level structure:

Groups → Articles → Support Requests

  • Groups organize articles into categories or departments.

  • Articles contain knowledge, instructions, policies, or frequently asked questions.

  • Support Requests allow employees to request assistance from designated personnel.

Groups

Purpose

Groups are used to organize Articles into categories, departments, or topics.

Each Group can contain multiple Articles.

Examples

Group Example Articles
Human Resources Leave Policy, Employee Benefits
Information Technology Password Reset, VPN Access
Finance Expense Claims, Reimbursements
Operations Attendance Procedures

Create

Method 1: Create from Group Management

  1. Navigate to HR Records → Q&A.

  2. Click Groups.

  3. Select New Group.

  4. Enter the required information.

  5. Click Save.

  6. Alternatively, click Close to cancel the operation.

Method 2: Create While Creating an Article

  1. Navigate to HR Records → Q&A.

  2. Click New Article.

  3. Select the Add Group option.

  4. Enter the required group information.

  5. Click Save.

The new group becomes available immediately for article assignment.

Edit

To edit a group:

  1. Navigate to HR Records → Q&A → Groups.

  2. Locate the group.

  3. Click Edit.

  4. Update the required information.

  5. Click Save.

Delete

To delete a group:

  1. Navigate to HR Records → Q&A → Groups.

  2. Locate the group.

  3. Click Delete.

  4. Review the confirmation message.

  5. Click OK to proceed.

  6. Click Cancel to abort the operation.

Warning

Deleting a group may affect Articles assigned to that group.

Field Descriptions

Field Description
Group Name Name of the department, category, or topic group.
Color Display color used in Kanban view.
Description Additional information about the group.
Order Display priority. Lower numbers appear first.
Disabled Prevents the group from being used for new Articles.

Disabled Group Behavior

When a group is disabled:

  • New articles cannot be assigned to the group.

  • Existing articles within the group become hidden.

  • Historical data remains stored in the system.

Articles

Purpose

Articles are knowledge base entries that belong to a Group.

Articles can contain instructions, procedures, policies, answers to common questions, and departmental support information.

Employees can view articles and request assistance when support is enabled.

Create

To create a new article:

  1. Navigate to HR Records → Q&A.

  2. Click New Article.

  3. Enter the required information.

  4. Assign the article to a Group.

  5. Configure visibility and support settings.

  6. Click Save.

  7. Alternatively, click Go Back to cancel the operation.

View

Method 1: Kanban View

  1. Open the Q&A screen.

  2. Locate the article card.

  3. Click the article name.

The system displays the article details.

Method 2: List View

  1. Open the Q&A screen.

  2. Switch to List View.

  3. Locate the article.

  4. Click View.

The article details will be displayed.

Edit

Method 1: Kanban View

  1. Locate the article card.

  2. Click Edit.

  3. Update the information.

  4. Click Save.

Method 2: List View

  1. Switch to List View.

  2. Locate the article.

  3. Click Edit.

  4. Update the information.

  5. Click Save.

Delete

Method 1: Kanban View

  1. Open the article.

  2. Click Delete.

  3. Confirm the deletion.

Method 2: List View

  1. Locate the article.

  2. Click Delete.

  3. Confirm the deletion.

Warning

Deleting an article permanently removes its content and associated support references.

Field Descriptions

Field Description
Subject Article title or topic name.
Group Category to which the article belongs.
Disabled Marks the article as inactive and displays it as crossed out.
Show to Employee Makes the article visible to employees.
Support Handler Employee responsible for answering support requests related to the article.
Attach File Upload supporting files and documents.
Article Description Detailed content of the article.
Slug SEO-friendly identifier used for search optimization.

Article Visibility Rules

Show to Employee Enabled

  • Employees can view the article.

  • Employees can submit support requests.

  • A support handler can be assigned.

Show to Employee Disabled

  • The article remains visible only to authorized staff.

  • Employees cannot view the article.

No Support Handler Assigned

  • Employees cannot submit support requests.

  • The article functions as a read-only knowledge base article.

Related Files

When attachments are uploaded to an article:

  • Authorized users can download and review the files.

  • Files are displayed within the article details screen.

Employee Feedback

The article details screen may display Yes / No feedback options.

Currently, this functionality is informational and does not affect system processes.

Support Requests

Purpose

The Support feature allows employees to request assistance related to a specific article.

Requests are sent directly to the employee assigned as the article's support handler.

Support requests help organizations manage internal employee inquiries efficiently.

Create

To submit a support request:

  1. Navigate to HR Records → Q&A.

  2. Locate the article requiring assistance.

  3. Click Support.

  4. The Send Mail screen will appear.

  5. Enter the required information.

  6. Click Save to send the request.

  7. Alternatively, click Close to cancel the operation.

The support request is sent to the designated support handler.

Field Descriptions

Field Description
Send To Email address of the assigned support handler.
Subject Summary of the issue or request.
Content Detailed description of the support request.

Important Notes

  • Groups organize Articles into departments or knowledge categories.

  • Articles provide employees with self-service access to information.

  • Articles can optionally allow support requests.

  • Only Articles configured with both Show to Employee and a designated Support Handler can receive employee support requests.

  • Disabled Groups hide associated Articles.

  • Disabled Articles remain stored but are marked as inactive.

  • Support requests are routed directly to the assigned handler.

  • Attached files can be used to provide policies, forms, manuals, and supporting documentation.

  • The Q&A module helps reduce repetitive employee inquiries by providing a centralized internal knowledge base.

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