Generate FAQs based on available tickets

[vaishali_dolas]

Hello,
Is there way to generated FAQ based on kind of request coming to OTRS.. that is dynamically create FAQ based on kind of issue coming in OTRS?
If it is having any kind of work around at code level i'm ready to do so.but before development i want feasibility study.So is it possible to do so?
Please any king of feedback our suggestion is welcome.

[vaishali_dolas]

No 1 has face such issue till now?????
Is there any body who can help me out???

[jojo]

Copy & Paste is the option

[BIG_jan]

it is possible.
look at the Cape-Module and try and extract it.

https://support.cape-it.de/helpdesk/pub ... Q&ItemID=8
=> extensions for a FAQ Workflow:
- creating FAQ items from articles
- the new FAQ item will be put in category "FAQ Editorial"
- group faq_editors gets information via ticket about a new FAQ item
- group faq_editors reviews, edits, categorizes and publishes the new FAQ item

[vaishali_dolas]

Hi,
Thanks for reply..
I have tried to download OTRS::CiCS module,but it seems that it is in German language.
So is that module support English language module 2???

Please suggest me correct way of doing so,

[BIG_jan]

I found my Changedoku, so here are the things to change:
- DL http://www.cape-it.de/tl_files/cape-it_ ... -3.3.5.opm
- open with editor
- take http://www.motobit.com/util/base64-decoder-encoder.asp to encode the 3 files (Kernel/Config/Files/FAQWorkflow.xml, Kernel/System/Ticket/Event/CreateFAQEntry.pm, kernel\language\de_FAQWorkflow.pm)
- copy this 3 files into your system

- Create group 'faq_editorial'
- Create the FAQ-Category 'FAQ-Editorial' -> commentary: 'for not yet published FAQ-articles' -> rights: faq_editorial
- Sysconfig Changes:

Code: Select all

Core::ArticleFreeText
ArticleFreeKey3 - Create FAQ-Entry
ArticleFreeText3 - {-, yes}

activate ArticleFreeText3 in SysConfigsettings

Code: Select all

Frontend::Agent::Ticket::ViewPhoneOutbound
Ticket::Frontend::AgentTicketPhoneOutbound###ArticleFreeText - {3, 1}

Frontend::Agent::Ticket::ViewCompose
Ticket::Frontend::AgentTicketCompose###ArticleFreeText - {3, 1}

Frontend::Agent::Ticket::ViewNote
Ticket::Frontend::AgentTicketNote###ArticleFreeText - {3, 1}

Frontend::Agent::Ticket::ViewPending
Ticket::Frontend::AgentTicketPending###ArticleFreeText - {3, 1}

Frontend::Agent::Ticket::ViewClose
Ticket::Frontend::AgentTicketClose###ArticleFreeText - {3, 1}

I hope you know what I mean

[vaishali_dolas]

Hi BIG_jan,
Thanks for your help..
Your solution work at my end....
Thanks a lot... u r gr8.....