We are currently trying to establish our FAQs so that customers that have (external) logins to OTRS find Answers/Help more quickly.
And for customers that do not have a login, we want to be able to easily paste the FAQs into our replies.
After having setup the firsts FAQ articles, we see the following problems (or at least have open questions):
1)
When setting up the FAQs, we can see that "description" and "article" will stay "internal", no matter if the article is actually public/external (see screenshot 01). Can this be changed? Otherwise our clients that login to OTRS will only be able to see attachments of the FAQ-articles.
2)
When we want to paste FAQ-articles into our replies and use "Insert full FAQ" (see screenshot 02), nothing happens (nothing is inserted), not matter if we filled-in or not filled-in all the available fields, also not when setting it to "public". No errors are visible in the logs.
What could it be? At the beginning I thought it was due to the fact the our OTRS was running "in https", but the internal flag was still set to "http". Changing the flag did not change the behavior.
Any help would be appreciated, thanks in advance
