Search FAQ before opening new ticket

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robcar
Znuny newbie
Posts: 40
Joined: 23 Oct 2015, 15:41
Znuny Version: 5.0.3
Real Name: Roberto Carraro
Company: FAIV

Search FAQ before opening new ticket

Post by robcar »

It would be super cool if I could implement the following scenario.

A customer creates a new ticket in the frontend and before he/she presses 'Send', a search in the FAQ explorer is made to see if there are articles that could help him/her based on the words in the ticket subject, instead of bothering us :)

Can it be done?
thank you

--
rob
OTRS 5 on Linux with MySQL and LDAP A.D. backend.
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reneeb
Znuny guru
Posts: 5018
Joined: 13 Mar 2011, 09:54
Znuny Version: 6.0.x
Real Name: Renée Bäcker
Company: Perl-Services.de
Contact:
Contact reneeb

Re: Search FAQ before opening new ticket

Post by reneeb »

That's not possible with stock OTRS, but if you want, I can set up a demo instance for you. I've written an addon that does exactly what you want to achieve...
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
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