FAQ-Plugin: SysConfig Reference for OTOBO

In this document, you will find a complete overview of all SysConfig parameters of the FAQ-Plugin along with a brief explanation.

Core Settings

Key	Description
FAQ::CacheTTL	Validity period of the FAQ cache in seconds (0 = disabled).
FAQ::DefaultState	Default state for new FAQ entries (e.g., Valid, Invalid).
FAQ::MultiLanguage	Enables multi-language FAQ entries (Bool).
FAQ::SortBy	Default sorting in the explorer (Title, LastChange, Top10).
FAQ::ExplorerItemsPerPage	Number of entries per page in the FAQ explorer (Integer).

Dynamic Fields

Key	Description
DynamicFields::DriverRegistration###FAQ	Registers the FAQ driver for dynamic fields.
DynamicFields::ObjectTypeRegistration###FAQID	Sets ObjectType FAQID for links (LinkObject).

Approval Workflow

Key	Description
FAQ::ApprovalRequired	Enables the approval process for FAQ entries (Bool).
FAQ::ApprovalGroup	Group(s) allowed to approve FAQs (Array).
FAQ::ApprovalQueue	Queue(s) where new FAQs land until they are approved (Array).
FAQ::NotificationOnApproval	Notification template for approval notifications.

Explorer Configuration

Key	Description
FAQ::ExplorerPath	Breadcrumb path in the explorer (String).
FAQ::QuickSearch	Enables free-text search in the explorer (Bool).
FAQ::Top10Items	Number of entries in the Top 10 view (Integer).
FAQ::ShowLastChange	Shows the change date in the explorer (Bool).
FAQ::ShowCreateDate	Shows the creation date in the explorer (Bool).

FAQ Items

Key	Description
FAQ::Item::MaxBodyLength	Maximum length of the body text in zoom (chars).
FAQ::Item::HTMLAllowTags	List of allowed HTML tags in the body (Array).
FAQ::Item::CategoryRequired	Makes category mandatory during creation (Bool).

Voting & Feedback

Key	Description
FAQ::Voting::Enable	Enables like/dislike rating (Bool).
FAQ::Voting::LimitPerUser	Max. ratings per user and day (Integer).
FAQ::Voting::NotificationOnVote	Notification template for new feedback.

Related Articles & Service Assignment

Key	Description
FAQ::RelatedArticles::Enable	Enables linking of related FAQs (Bool).
FAQ::RelatedArticles::MaxItems	Max. number of related entries in zoom (Integer).
FAQ::RelatedArticles::ServiceList	Services for which related articles are displayed (Array).

Ticket Embedding

Key	Description
FAQ::TicketCompose::InsertMode	Insert mode in the ticket (Text, Link, Button).
FAQ::TicketCompose::ButtonLabel	Label of the insert button in the ticket dialog.
FAQ::TicketCompose::LinkText	Link text for inserting as a hyperlink.

Object Links (LinkObject)

Key	Description
LinkObject::PossibleLink###FAQ2FAQ	Allows linking FAQ ↔ FAQ (Bool).
LinkObject::PossibleLink###FAQ2Ticket	Allows linking FAQ ↔ Ticket (Bool).

Frontend Module Registrations (Agent)

Key	Description
Frontend::Agent::ModuleRegistration###FAQExplorer	Activate module in the Agent FAQ explorer.
Frontend::Agent::ModuleRegistration###FAQZoom	Activate module in the Agent FAQ zoom.
Frontend::Agent::ModuleRegistration###FAQSearch	Module for search function in Agent interface.
Frontend::Agent::ModuleRegistration###FAQPrint	Module for printing in Agent FAQ mode.

Frontend Module Registrations (Customer/Public)

Key	Description
Frontend::Customer::ModuleRegistration###FAQExplorer	Activate module in the Customer portal explorer.
Frontend::Customer::ModuleRegistration###FAQZoom	Activate module in the Customer portal FAQ zoom.
Frontend::Public::ModuleRegistration###FAQSearch	Module for public search (anonymous users).
Frontend::Public::ModuleRegistration###FAQPrint	Module for printing in the public FAQ area.

Frequently asked questions

Where do you configure the OTOBO FAQ plugin?

Most FAQ plugin options are set in SysConfig, including core settings, explorer behavior, voting, and related-article options.

Does the FAQ plugin support an approval workflow?

Yes. SysConfig includes approval-workflow settings so FAQ changes can require review before they go live.

Can FAQ items use Dynamic Fields?

Yes. The FAQ plugin SysConfig reference covers Dynamic Fields and other parameters for structuring FAQ content.