Question about the features of Otrs
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? Thanks for your reply D. Franke ------------------------------------------- Abteilung / Department Techn EDV / Technical EDP Tel.: (+49) (0) 2372-54-382 ------------------------------------------- SUNDWIG GmbH - Member of the ANDRITZ Group Stephanopeler Strasse 22, 58675 Hemer, Germany Tel.: (+49) (0) 2372-54-0 Fax: (+49) (0) 2372-54-200 mailto:itservice@sundwig.de http://www.sundwig.de http://www.sundwig.de/
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
------------------------------------------- Abteilung / Department Techn EDV / Technical EDP ------------------------------------------- SUNDWIG GmbH - Member of the ANDRITZ Group
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
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
participants (3)
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Franke Dirk -
Martin Edenhofer -
Tyler Hepworth