Hi Dirk, Franke Dirk wrote:
i am planning to install otrs and i have a question about the features of otrs. Does otrs support a knowledge base functionality? I mean a database saved all problems and all solutions from every user?
OTRS has a faq database. It's similar with an knowledge base. But the different is, that you need to create articles manual. Because the reason is, if you want to write a good knowledge base article you need to rewrite the ticket (customer<->agent communication) to a clear article for your customers. Of course you can search and group this faq articles. There is also a internal, external and public state of each article.
D. Franke
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