2.1 Use cases for FAQ articles (knowledge)

In Ops I tickets, users can leave [Work Notes] of discussions and investigations they had with each other when responding to tickets. This knowledge can be kept in the OTOBO FAQ articles and shared among agents to improve operations.
This section describes the creation of FAQ articles based on the results of incident response and problem investigation, the association of FAQ articles with related incident tickets, and the use cases for how to verify these articles.

(1) Creating a category for registering FAQ articles
(2) Creating FAQ articles
(3) Checking the FAQ Zoom screen for created FAQ articles
(4) Associating FAQ articles with links to tickets
(5) Verifying tickets linked to FAQ articles

The explanations in this section assume that the “[FAQ] preparation” has been conducted in advance.

(1) Creating a category for registering FAQ articles

1. Open [FAQ] - [Category Management].
2. Click the [Add category] button on the [FAQ Category Management] page.
3. On the [Add FAQ Category] screen, enter the following information in the [Add Category] fields and click the [Submit] button.

(Table) Input details of categories for registering FAQ articles

Field Value
Name Operational know-how
Subcategory of Leave blank.
Permission Specify "faq". This group is used to assign the FAQ articles created during preparation.
Validity Select "valid".
Comment Share the expertise gained from incident response and problem investigation results.

For details on [Category Management], see “[Category Management]”.

(2) Creating FAQ articles

1. Open [FAQ] - [New].
2. On the [Add FAQ Article] screen, enter the following information and click the [Create] button.

(Table) Input details for creating FAQ articles

Field Value
Title Incident response
Category Specify "Operational Know-How". The category created in (1).
State Specify "internal (agent)".
Validity Select "valid".
Language Enter "en". This is the language of the FAQ articles set up during preparation.
3. The FAQ article is created and the user is redirected to the FAQ Zoom screen.

For details on the [New] function, see “[New]”.

(3) Checking the FAQ Zoom screen for created FAQ articles

1. Open [FAQ] - [Explorer].
2. Click on the operational know-how created in (1), as it appears in the [Subcategories] section of the [FAQ Explorer] screen.
3. The FAQ article created in (2) will be displayed in [FAQ Articles:]. Click the FAQ article to display the FAQ Zoom screen.

For details on the FAQ Zoom screen, see “FAQ Zoom screen”.

(4) Associating FAQ articles with links to tickets

1. Click [Link] on the FAQ Zoom screen for the FAQ article "Incident Response" displayed in (3).
2. In the dialog box that appears, click [Create new links] -[Link with] to display a pull-down menu. Select [Ticket] and click the [Start search] button.
3. From the [Search Result], select the checkboxes for the tickets you wish to associate (multiple tickets can be selected), select [Normal] in the selection field at the bottom left of the [Search Result], and then click the [Add links] button.

When you create a standard link from the FAQ to a ticket, a standard link is automatically created from the ticket to the FAQ at the same time. This allows for cross-referencing.

(5) Verifying tickets linked to FAQ articles
1. The ticket linked in (4) will be displayed in the [Linked: Ticket] of the FAQ Zoom screen displayed in (3).
2. Click any ticket to display the Ticket Zoom screen.

For details on the Ticket Zoom screen, see “Ticket Zoom screen”.