6.2 [New]

The new “FAQ” function allows you to register FAQ articles (knowledge articles in Ops I).

Note Note

It is not possible to create an FAQ article without any existing categories.
For details on categories, see "[Category Management]".
The attachment size limit is a total of 40 MB, including images attached to [Symptom], [Problem], [Solution], and [Comment].

The procedure for creating an FAQ article is shown as follows.

1. From the main menu, select [FAQ] - [New].

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

Tips
If you are entering information while referring to the content of the Ops I ticket, we recommend that you open the Ops I ticket screen in a separate window.

(Table) Input details for creating an FAQ article

Field	Description
Title^*1	Title of the FAQ article You can enter a maximum of 200 characters in total, regardless of whether they are single-byte or double-byte characters.
Keywords	Keywords to make FAQ articles easier to find You can enter a maximum of 200 characters in total, regardless of whether they are single-byte or double-byte characters.
Category^*1	FAQ article category Select one from the registered categories. You cannot register an article in multiple categories.
State	Specify "internal (agent)" or "public (all)". The default value is "internal (agent)". If you want to make it visible to requester users and customer users, select "public (all)".
Validity	Specify "valid".
Language	Language of the FAQ article Select "ja" or "en".
Attachment	To select a file, click the file or drag it to the field.
Symptom^*2	Describe the situation. You can change the format or attach images. There is no limit on the number of characters that can be entered.
Problem^*2	Describe the problem in detail. You can change the format or attach images. There is no limit on the number of characters that can be entered.
Solution^*2	Describe the solution. You can change the format or attach images. There is no limit on the number of characters that can be entered.
Comment^*2	Enter any comments for internal use. You can change the format or attach images. There is no limit on the number of characters that can be entered. These are not displayed in the knowledge application.

*1: Required item

*2: If you attach images, use unique file names in the FAQ article. The attached images are saved in the database by using HTML tags as follows.

3. The FAQ article is created and the user is redirected to the FAQ Zoom screen. You can view the created content.
If you want to edit or delete the created FAQ article, use the FAQ Zoom screen. For details, see "FAQ Zoom screen"

For details on the new FAQ function, see the OTOBO manual.
https://doc.otobo.org/manual/user/11.0/en/content/agent/faq/new.html