Hi everyone;
can someone please teach/explain me how to use the FAQ Widget ?
Regards
Help to use FAQ Widget
Moderator: crythias
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- Znuny newbie
- Posts: 97
- Joined: 31 Mar 2016, 10:30
- Znuny Version: OTRS 6.0.30
- Real Name: Claude Chelene
Help to use FAQ Widget
OTRS 6
Re: Help to use FAQ Widget
Perhaps more detail on the issue you're encountering?
You add a new one, give it a title, add keywords to make searching easier. Add a category and then fill in the symptoms problem and solution. If you need to add any additional private notes you do so.
You add a new one, give it a title, add keywords to make searching easier. Add a category and then fill in the symptoms problem and solution. If you need to add any additional private notes you do so.
OTRS 5.0.1 w/ ITSM 5.0.22
CentOS 6.9
MySQL
CentOS 6.9
MySQL
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- Znuny newbie
- Posts: 97
- Joined: 31 Mar 2016, 10:30
- Znuny Version: OTRS 6.0.30
- Real Name: Claude Chelene
Re: Help to use FAQ Widget
1- I have created a FAQkiwikrisp wrote:Perhaps more detail on the issue you're encountering?
You add a new one, give it a title, add keywords to make searching easier. Add a category and then fill in the symptoms problem and solution. If you need to add any additional private notes you do so.
2- Added the keywords
Question: How do I separate the keywords ?
3- I added a Category;
When I got to create a ticket, the FAQs are not showing.
Do you have any ideia of what am I missing?
Regards
OTRS 6
Re: Help to use FAQ Widget
I separate my keywords by spaces, I don't know if any grouping capabilities exist.
If you want to link a ticket to a FAQ, you can do so by clicking on the [FAQ] link under the Subject of the ticket. If the [FAQ] link doesn't show up it's likely a permissions issue. This gets into the Agents | Groups | Roles area but suffice it to say that whatever Agent you want to have access to the FAQ needs to be assigned to a Role that has the appropriate permissions to the faq-* groups.
Does that help?
If you want to link a ticket to a FAQ, you can do so by clicking on the [FAQ] link under the Subject of the ticket. If the [FAQ] link doesn't show up it's likely a permissions issue. This gets into the Agents | Groups | Roles area but suffice it to say that whatever Agent you want to have access to the FAQ needs to be assigned to a Role that has the appropriate permissions to the faq-* groups.
Does that help?
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OTRS 5.0.1 w/ ITSM 5.0.22
CentOS 6.9
MySQL
CentOS 6.9
MySQL
-
- Znuny newbie
- Posts: 97
- Joined: 31 Mar 2016, 10:30
- Znuny Version: OTRS 6.0.30
- Real Name: Claude Chelene
Re: Help to use FAQ Widget
This was helpful, but what I really want to know is how to make the FAQs to Show on the Customer Page when they are typing the Subject or Text on a New Ticket.kiwikrisp wrote:I separate my keywords by spaces, I don't know if any grouping capabilities exist.
If you want to link a ticket to a FAQ, you can do so by clicking on the [FAQ] link under the Subject of the ticket. If the [FAQ] link doesn't show up it's likely a permissions issue. This gets into the Agents | Groups | Roles area but suffice it to say that whatever Agent you want to have access to the FAQ needs to be assigned to a Role that has the appropriate permissions to the faq-* groups.
Does that help?
I Saw on this link https://www.otrs.com/release-notes-otrs ... h-level-9/
Regards
OTRS 6