[otrs] Thank you, typos, and a question.

[Munzir Taha ( منذر طه )]

Hi,
I am looking for an open source ticket request system with an integrated 
knowledge base and google magically suggested otrs.org. It seems to be a nice 
software. Thus, accept a big thank you for the developers.

However, I am still not sure whether it satisfies my needs; hence the 
question.

To begin with, I noticed some (may be) typos on this page:
http://doc.otrs.org/2.1/en/html/x682.html

<quote>
To explain it more practically, remember Max's company describe in the section 
about a example of a ticket system ...

with filter rules or if tow different mail addresses are used Sandra only ...
</quote>



Shouldn't this read "description" instead of describe and "an example" instead 
of a example and "two" instead of tow with a comma before Sandra?

Please, notice I am not a native speaker and I haven't read all my grammar 
books yet ;)

Now, I am still not sure whether otrs satisfies my needs; hence the question:
I want to sort tickets into categories (I guess this is what you call queues) 
and when I answer a ticket, I have a checkbox that is labeled something like 
public or published which would allow me to publish the answer to the public 
in a public knowledge base. My first impression is that the articles of the 
knowledge base is not integrated with the answers of the tickets. Can you 
please clarify?

-- 
Munzir Taha
Telecommunications and Electronics Engineer
Maintainer of Fedora Arabic Translation Project
https://listman.redhat.com/mailman/listinfo/fedora-trans-ar
Maintainer of the OpenBugs project page at
http://www.arabic-fedora.org/munzir/OpenBugs.html
Master CIW Designer, ICDL, MOUS, Linux+, LPI 101
Riyadh, SA