[MOD] FAQ System

eagle00789

I am in the midst of creating a much requested feature for OST. The FAQ/Knowledge system.

These are the current ideas i am working with:

Unlimited categories

Unlimited sub-categories

each category will have the option to show it for the public or not.

Use a FAQ/KB item as an answer

search the kb using fulltext search

complete html inside an item possible (exception of iframe because of possible dangers)

If you have any more ideas, please let me know by posting a repley to this thread.

Currently i'm working on: The admin section

clarityproductions

Hi,

I wrote a mod to integrate phpMyFAQ into osticket perhaps you may want to start with an exisitng FAQ/Kb and integrate it in like I did.

I did not fully integrate phpMyFAQ but I did set it up where it retrieves certain kb articles as answers allowing the user to consider those as answers before submitting their trouble ticket.

You can view my full mod here:

http://www.osticket.com/forums/showthread.php?t=2359(http://www.osticket.com/forums/showthread.php?t=2359)

eagle00789

the main problem with that approach is that you have to install another piece of software that you have to externally manage. My approach is to completely integrate it into OST, manage and control all from within OST. this approach also has the benefit that you don't need to add that many tables to the database....

clarityproductions

i agree. but i didnt have the time to write a whole faq system.

i like the idea though. let me know when its ready to go i would like to test it out.:)

torchta

One thing I would like to see is ability to attach information to it. Say an example would be a screnshot (PNG of course) of the error or a file that will fix the issues such as MS has for fixing their pritner issues in Vista that someone can view or download

shopfullstop

How's this progressing people?

I am in the midst of creating a much requested feature for OST. The FAQ/Knowledge system.
These are the current ideas i am working with:
Unlimited categories
Unlimited sub-categories
each category will have the option to show it for the public or not.
Use a FAQ/KB item as an answer
search the kb using fulltext search
complete html inside an item possible (exception of iframe because of possible dangers)
If you have any more ideas, please let me know by posting a repley to this thread.
Currently i'm working on: The admin section

Hi There,

I have used osTicket in the past and with my new site, an e-store I wanted to return and use the latest osTicket but I truly hoped it had the only true big thing it was missing and yep you guessed it...

Knowledge Base that once a client asks admin a question, admin replies with the answer and has the ability to push the reply live to client side.

Therefore over the course of time, one's knowledge base is vast enough to more often than not make most but the most serious Support Requests able to be served via KB.

The other kind of functions that you've mentioned would be so useful indeed.

I am truly very interested in seeing how far this MOD that's being designed has come?

Is it far away from becoming an available version, if so what kind of time scale would we be looking at etc?

Keep up the good work and I hope you can update us as to the above soon.

Regards,

Rob

shopfullstop

One thing I would like to see is ability to attach information to it. Say an example would be a screnshot (PNG of course) of the error or a file that will fix the issues such as MS has for fixing their pritner issues in Vista that someone can view or download

Would it be possible to have some kind of js tooltip/help that can contain images too, that enables easy insertion within any KB article that ends client side?

Just a thought, I'm no coder... I'm only self taught and only play with code that I understand which isn't anywhere near as much as I'd like but time never permits enough these days but just thought that i'd mention the above in case it could be done, would add to the KB mod etc.

Regards,

Rob

shaiss

Any updates on this MOD?

ukracer

Any updates on this MOD?

Good question how did it get on??