Linking an FAQ article to a Ticket
Hi @all, is it possible to create a link to an FAQ article when replying to a ticket? Currently the behavior is to past the FAQ content into the reply, but when I do that I'm losing the Pictures from the FAQ article (is that a misconfiguration/bug?). Yours sincerely p.p. Stephan Lang System Administrator OTRS: 2.4.3 (rpm) and FAQ 1.6.4 OS: openSUSE 10.3 no X DB: MySQL 5.0.45 ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRA 11 240 pers. haft. Geschaeftsfuehrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRB 93 10 Geschaeftsfuehrer: Harald Meyer, Klaus Stepper Diese E-Mail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.
Stephan, if your customer has access to the OTRS system you can send the HTML Link of the Public/Customer FAQ Area. regards Christoph Stephan Lang schrieb:
Hi @all,
is it possible to create a link to an FAQ article when replying to a ticket?
Currently the behavior is to past the FAQ content into the reply, but when I do that I'm losing the Pictures from the FAQ article (is that a misconfiguration/bug?).
Yours sincerely
*p.p. Stephan Lang* System Administrator
OTRS: 2.4.3 (rpm) and FAQ 1.6.4
OS: openSUSE 10.3 no X
DB: MySQL 5.0.45
------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng
Sitz: Postbauer-Heng Amtsgericht Nürnberg, HRA 11 240 pers. haft. Geschäftsführer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht Nürnberg, HRB 93 10 Geschäftsführer: Harald Meyer, Klaus Stepper
Diese E-Mail enthält möglicherweise vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet.
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Hi Christoph, The customer has access to the FAQs. Adding the link via copy and paste would be the manual way to do it. I'd would be great to have another button 'Paste Link' next to the 'Done' button when searching FAQs which would add something like 'This is the FAQ Article Title' with the Link to the FAQ article. If it's currently not implemented, could someone point out where to start making the required changes? Yours sincerely p.p. Stephan Lang System Administrator OTRS: 2.4.3 (rpm) and FAQ 1.6.4 OS: openSUSE 10.3 no X DB: MySQL 5.0.45 From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christoph Ohliger Sent: Donnerstag, 27. August 2009 14:10 To: User questions and discussions about OTRS. Subject: Re: [otrs] Linking an FAQ article to a Ticket Stephan, if your customer has access to the OTRS system you can send the HTML Link of the Public/Customer FAQ Area. regards Christoph Stephan Lang schrieb: Hi @all, is it possible to create a link to an FAQ article when replying to a ticket? Currently the behavior is to past the FAQ content into the reply, but when I do that I'm losing the Pictures from the FAQ article (is that a misconfiguration/bug?). Yours sincerely p.p. Stephan Lang System Administrator OTRS: 2.4.3 (rpm) and FAQ 1.6.4 OS: openSUSE 10.3 no X DB: MySQL 5.0.45 ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRA 11 240 pers. haft. Geschaeftsfuehrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRB 93 10 Geschaeftsfuehrer: Harald Meyer, Klaus Stepper Diese E-Mail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden. ________________________________ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ Click here https://www.mailcontrol.com/sr/vWnNKziIt4!TndxI!oX7UtTXwRoU2H8XrJTMKyaFjxOO1... to report this email as spam. ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRA 11 240 pers. haft. Geschaeftsfuehrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRB 93 10 Geschaeftsfuehrer: Harald Meyer, Klaus Stepper Diese E-Mail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.
Hi Christopher, On 27.08.2009, at 14:40, Stephan Lang wrote:
Hi Christoph,
The customer has access to the FAQs.
Adding the link via copy and paste would be the manual way to do it.
I’d would be great to have another button ‘Paste Link’ next to the ‘Done’ button when searching FAQs which would add something like ‘This is the FAQ Article Title’ with the Link to the FAQ article.
If it’s currently not implemented, could someone point out where to start making the required changes?
This is a development or enhancement request. Look to the guys at enjoy@otrs.com (http://www.otrs.com/)for more hellp -- Shawn Beasley shawn@otrs.org Computers make work that one would not have without them go faster!
participants (3)
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Christoph Ohliger -
Shawn Beasley -
Stephan Lang