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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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)
Section titled “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)
Section titled “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)
Section titled “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
How can I configure the OTOBO FAQ plugin for multi-language support, caching, and default states?
To configure the OTOBO FAQ plugin for optimal performance and internationalization, several SysConfig parameters are crucial. For multi-language support, enable FAQ::MultiLanguage (a boolean setting) to allow FAQ entries to be created and displayed in various languages, catering to a diverse user base. Caching can significantly improve performance; set FAQ::CacheTTL to define the validity period of the FAQ cache in seconds. A value of 0 disables caching, which might be useful for development but is generally not recommended for production environments. Furthermore, you can define the default state for new FAQ entries using FAQ::DefaultState. Common values include Valid for immediate publication or Invalid if new entries require an initial review before becoming publicly accessible. This helps streamline the content creation and publication workflow.
What are the steps to enable and manage an approval workflow for new or updated FAQ articles in OTOBO?
Implementing an approval workflow for FAQ articles ensures quality control and adherence to content guidelines before publication. To enable this, set FAQ::ApprovalRequired to true. Once enabled, you must specify which agent groups are responsible for approving FAQs by configuring FAQ::ApprovalGroup. This parameter accepts an array of group names, allowing multiple teams to participate in the review process. Additionally, FAQ::ApprovalQueue defines the queue(s) where new or modified FAQ entries will land, awaiting review. This helps organize the approval tasks within the ticket system. Finally, FAQ::NotificationOnApproval allows you to specify a notification template that will be used to inform relevant parties (e.g., the author or approvers) about the approval status or when an FAQ is awaiting review. This comprehensive setup ensures that all FAQ content undergoes necessary scrutiny before being made available to users.
How can I integrate Dynamic Fields with OTOBO FAQ articles and control their appearance in the explorer?
Dynamic Fields provide a flexible way to add custom data to FAQ articles. To integrate them, you need to register the FAQ driver for dynamic fields using DynamicFields::DriverRegistration###FAQ. This tells OTOBO that FAQs can utilize dynamic fields. Subsequently, DynamicFields::ObjectTypeRegistration###FAQID sets the ObjectType to FAQID for links, which is crucial for linking dynamic fields specifically to FAQ items. Once dynamic fields are active, you can control how FAQs appear in the explorer. FAQ::QuickSearch enables a free-text search functionality, allowing users to find articles quickly. The default sorting order can be set via FAQ::SortBy, with options like Title, LastChange, or Top10. To manage the number of entries displayed per page, adjust FAQ::ExplorerItemsPerPage. Furthermore, you can enhance visibility by enabling FAQ::ShowLastChange and FAQ::ShowCreateDate to display the modification and creation timestamps, respectively, providing users with context about the article's currency.
How do I enable customer-facing FAQ access and voting functionality in the OTOBO portal?
To make FAQs accessible to customers and allow them to provide feedback, you need to configure specific frontend modules and voting settings. For customer access, register the necessary modules under Frontend::Customer::ModuleRegistration. Key modules include FAQExplorer for browsing categories, FAQZoom for viewing individual articles, and FAQSearch for searching. For public (anonymous) access, similar modules like FAQSearch and FAQPrint can be registered under Frontend::Public::ModuleRegistration. Once FAQs are visible, you can enable user feedback by setting FAQ::Voting::Enable to true. This activates the like/dislike rating system. To prevent abuse or excessive voting, FAQ::Voting::LimitPerUser allows you to cap the maximum number of ratings a single user can submit per day. Additionally, FAQ::Voting::NotificationOnVote can be configured with a notification template to alert agents or administrators about new feedback, helping to monitor article quality and user satisfaction.
What configurations are available for linking related FAQ articles, assigning them to services, and embedding them into OTOBO tickets?
OTOBO offers robust features for interlinking FAQs, associating them with services, and integrating them directly into tickets. To enable linking between related FAQ articles, set FAQ::RelatedArticles::Enable to true. You can then control the maximum number of related entries displayed in the zoom view using FAQ::RelatedArticles::MaxItems. For service-specific FAQs, FAQ::RelatedArticles::ServiceList allows you to define an array of services for which related articles will be displayed, ensuring relevance for customers. When working with tickets, FAQs can be embedded using FAQ::TicketCompose::InsertMode, which offers options like Text (inserts the FAQ body), Link (inserts a hyperlink), or Button (provides a button to insert). Customize the button's text with FAQ::TicketCompose::ButtonLabel and the hyperlink's text with FAQ::TicketCompose::LinkText. Finally, LinkObject::PossibleLink###FAQ2FAQ and LinkObject::PossibleLink###FAQ2Ticket are boolean settings that enable or disable the ability to link FAQs to other FAQs and FAQs to tickets, respectively, enhancing the interconnectedness of your knowledge base and support system.