Make FAQ linking mandatory

[harift]

Dear Team,

Is there any way to make FAQ linking to a ticket mandatory before closing the ticket?
We are here to follow an FAQ-driven approach. So the people must link FAQ to all tickets before closing it. Now it's hard to track.
Urgent requirement, please help.

Thanks in advance

[root]

Hi,

There is no way to achieve this with an existing setting or functionality. It will probably require custom development.

- Roy

P.S.: If this is such an urgent requirement, I recommend consulting the vendor or any other companies providing support for Znuny.

[alexus]

Hi,

You need custom development

[hkais]

Is there any way to make FAQ linking to a ticket mandatory before closing the ticket?
We are here to follow an FAQ-driven approach. So the people must link FAQ to all tickets before closing it. Now it's hard to track.

Can you elaborate your need more specifically?
E.g. at what time do you want to link a FAQ?
Do you require to link multiple FAQs?
Do you require to have no FAQ option at all?
Do you require to mandatory enforce a agent to write a FAQ if it is missing? How to identify if missing?
Do you require to limit the FAQ addition to specific agents/roles only?
Do you require to limit the FAQ addition to specific state, queues and so on?
lots of questions...

We have a similar need and are thinking about to implement a module maybe with your contributions into open source?

[harift]

Can you elaborate on your needs more specifically?
At what time do you want to link an FAQ? 
I want to link the SOP before closing any ticket. Which means the agents need to link an FAQ to the ticket before closing it. We are planning to set the requirement that if the FAQ is linked, then only the agent will be able to close the ticket.

Do you need to link multiple FAQs?
Yes, sometimes. Most of the time, it is a single FAQ.

Do you require having no FAQ option at all?
Yes, I do. We are running our operations using an FAQ-driven method.

Do you require mandatory enforcement of an agent to write an FAQ if it is missing? How do you identify if the FAQ is missing?
We are planning to set the requirement that if the FAQ is linked, then only the agent will be able to close the ticket. If the FAQ is missing, then the ticket will be escalated to the senior team. They will create the FAQ and close the ticket.

Do you require that you limit the FAQ addition to specific agents/roles only?
No

Do you require to limit the FAQ addition to specific state, queues and so on?
No

lots of questions...
What ever the questions, i'll answer it

[harift]

Ensure every ticket closed by support agents is linked to an FAQ for consistent documentation and to track outdated FAQs efficiently.

Mandatory Requirement: Agents must link an appropriate FAQ to a ticket before closing it. This ensures that every resolved issue has a documented solution for future reference.
System Enforcement: Implement a system check that prevents ticket closure unless an FAQ is linked. This automated check will ensure compliance with the new procedure.
Non Existing FAQ: If the ticket is urgent or complex and no relevant FAQ exists, the ticket should be escalated to the senior team.
Senior Team Action: The senior team will resolve the case, create the necessary FAQ, and close the ticket.
Agent Action for Non-Urgent Tickets: For less urgent tickets without an FAQ, the assigned agent will conduct the required research, resolve the issue, create the new FAQ, and then close the ticket by linking the newly created FAQ.
Notification: Set up notifications for FAQs that have not been updated in a while.

[root]

Hi,

If you need a quote for this you should

a) contact companies that offer such a service for Znuny or/and
b) post a request for this at the Marketplace

- Roy