Perform a FAQ search before submiting a new ticket

[daniela1611]

Hello all,
I want the user to see if there is anything helpful in the FAQ before they submit a new ticket. My idea was to copy de CustomerFAQSearch and modify it so it would only have one search field. I follow all the documentation and did all this files :
CustomerIntermedio/Kernel/Config/Files/CustomerIntermedio.xml

Code: Select all

<?xml version="1.0" encoding="iso-8859-1" ?>
<otrs_config version="1.0" init="Application">
    <ConfigItem Name="Ticket::CustomerIntermedio" Required="1" Valid="1">
        <Description Translatable="1">Muestra formulario de busqueda en faq</Description>
        <Group>Ticket</Group>
        <SubGroup>Core::Ticket</SubGroup>
        <Setting>
            <String Regex=""></String>
            <Group>users</Group>
        </Setting>
    </ConfigItem>
</otrs_config>

I have this

• CustomerIntermedio/Kernel/Modules/CustomerIntermedio.pm
  CustomerIntermedio/Kernel/System/CustomerIntermedio.pm
  CustomerIntermedio/Kernel/Output/HTML/Standard/CustomerIntermedio.dtl

At the moment these files are a copy of the CustomerFAQSearch.

I changed this Kernel/Config/Files/ZZZAAuto.pm so the Action is now CustomerIntermedio instad of CustomerTicketMessage:

I try to change the CustomerIntermedio/Kernel/Output/HTML/Standard/CustomerIntermedio.dtl so I would have fewer fields but It doesn't take the changes I make, is there another file that I have to change?

Thanks in advance, I'm a OTRS newbie

[artjoms15]

Wouldn't it be more convenient to automatically link already created ticket to the FAQ article, so both Customer and Agent could see helpful notifications how to solve the Incident? Right now I am working on a module that will be able to achieve this functionality (Case-Based-Reasoning Principle). The only thing is that FAQ module shall be filled in and FAQ articles should be made for every ticket which might repeat again (Routine Incidents).
And WHY have you replaced original CustomerTicketMessage and more of that IN zzz_auto??? You won' t have changes after updates
My suggestion on how to add modules:

1) Create an xml file which registers module in OTRS

Code: Select all

 <otrs_config version="1.0" init="Application"> 
	
<ConfigItem Name="CustomerFrontend::Module###CustomerITSMConfigItemEdit" Required="0" Valid="0">
        <Description Translatable="1">Frontend module registration for the customer interface.</Description>
        <Group>ITSM Change Management</Group>
        <SubGroup>Frontend::Customer::ModuleRegistration</SubGroup>
        <Setting>
            <FrontendModuleReg>
                <Description>Change Schedule</Description>
                <NavBarName>Access Rights</NavBarName>
                <Title>Access Rights</Title>
                <NavBar>
                    <Description>Access Rights</Description>
                    <Name>Access Rights</Name>
                    <Block></Block>
                    <Type></Type>
                    <NavBar></NavBar>
                    <Link>Action=CustomerITSMConfigItemEdit</Link>
                    <AccessKey></AccessKey>
                    <Prio>450</Prio>
                </NavBar>
            </FrontendModuleReg>
        </Setting>
    </ConfigItem>
</otrs_config>

2) Build according .pm and .dtl modules and copy them in /Kernel/Output/HTML/Standard and /Kernel/Modules or create a new theme


3) Enable the new module in according SysConfig section

4) check the Customer Interface and see if the module is working properly

5) Hope it helps