On Tue, 26 Oct 2004 15:37:30 +0200, Franke Dirk
Hello,
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?
It saves all ticket history (problem and solution) for every customer. It also has an FAQ where you can create problem/solution documents. There is a search engine where you can enter words found in the: from, to, subject, body, tickets in certain queues, ticket owners, ticket state, etc (lots of ways to find tickets) and it will return all possible matches. There is not a search feature that will allow you to enter a problem and it will look through all the tickets for potential matches and give you solutions. I hope that answers the question. Tyler Hepworth