6.1 [FAQ] preparation
In order to use the FAQ, the following settings must be made in advance.
- Create permission groups to assign to FAQ articles
- Category permission settings
- FAQ article language settings
The following shows how to set each of these settings. The preparatory work is performed by the OTOBO administrator.
[Create permission groups to assign to FAQ articles]
In order to create a FAQ article, create a permission group to assign to the FAQ article.
1. From the main menu, select [Admin] and open [Users, Groups & Roles] - [Groups].
2. Click the [Add Group] button.
3. On the [Add Group] screen, enter the following in the [Add Group] fields and click the [Save] button.
(Table) Input fields on the Add Group screen
| Field |
Required |
Description |
| Name |
Yes |
Specify "faq". |
| Validity |
Yes |
Select "valid". |
| Comment |
No |
Leave blank. Do not input anything. |
4. You will be redirected to the "Change Agent Relations for Group 'faq'" screen. Click [Cancel] to redirect to the "Manage Agent-Group Relations" screen.
5. From the main menu, select [Admin] and open [Users, Groups & Roles] - [Roles - Groups].
6. Click "faq" under [Overview] - [GROUPS].
7. Under [Change Role Relations for Group faq], select the checkboxes as shown in the following table and click the [Save and finish] button.
(Table) Input fields for [Change Role Relations for Group faq]
| Role |
Required |
Columns to check |
| admin |
Yes |
rw |
| manager |
Yes |
rw |
| role_none |
No |
Is not checked. |
| user |
Yes |
rw |
| viewer |
Yes |
ro |
By setting "faq" as the permission for the category of the FAQ article to be created, the Primitive roles "itsm_admin", "itsm_manager", and "itsm_user" in Ops I can create, edit, view, and delete the FAQ article, and the Primitive role "itsm_viewer" can view the FAQ article.
[Category permission settings]
Set the permissions of the “faq” group created in the preceding step to the “Misc” category that exists by default. The following tasks are performed by a user assigned the Primitive role “itsm_admin” in Ops I.
1. From the main menu, open [FAQ] - [Category Management].
2. Click "Misc" under [List] to go to the [Edit FAQ Category: Misc] screen.
3. Delete "admin" and "users" from the [Permission] field, add "faq" and click the [Submit] button.
[FAQ article language settings]
Set up the FAQ article to clearly state that it is written in English. The following tasks are performed by a user assigned the Primitive role “itsm_admin” in Ops I.
1. From the main menu, open [FAQ] - [Language Management].
2. On the [FAQ Language Management] screen, click the [Add language] button.
3. On the [Add FAQ Language] screen, enter "en" in the [Name] field under [Add Language] and click the [Submit] button.