Alex Kelly wrote:

Hello All, In our organization, the helpdesk is using the FAQ internally for all of their own documentation to help people when they call in with tickets. As such, I would like the defautlt FAQ state to be Internal. I have done a few searches and looked through the Defaults.pm and cannot seem to find a setting for this. Does anyone know how to accomplish this?

Thanks, Alex Kelly _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

You need to just dissalow everyone accept your agents to write to the FAQ queue. Then only your agents can write to it inside your company. I believe that is a way to accomplish it. Hopefully someone will confirm this for me. thanks marshall