FAQ ApprovalΒΆ
OTRS has an FAQ approval feature. If you activate the approval feature all newly created FAQs also create a new ticket in a predefined queue. The persons who need to approve the FAQ entries can then act on these tickets and approve the FAQ articles if they see fit. As long as the article has not been approved the article will not be visible in the external interface.
The approval function can be activated via the FAQ::ApprovalRequired system configuration setting. The following system configuration settings may be useful to set this feature properly:
FAQ::ApprovalGroup
FAQ::ApprovalRequired
FAQ::ApprovalTicketBody
FAQ::ApprovalTicketDefaultState
FAQ::ApprovalTicketPriority
FAQ::ApprovalTicketSubject
FAQ::ApprovalTicketType
The approval message can be defined in the FAQ::ApprovalTicketBody setting. You can modify the text if you need, and you can also use OTRS smart tags that will be substituted with their actual values when the approval note is generated. The available OTRS smart tags are listed in the table below.
| Name | Description |
|---|---|
<OTRS_FAQ_CATEGORY> |
Category name of the FAQ article. |
<OTRS_FAQ_CATEGORYID> |
Category ID of the FAQ article. |
<OTRS_FAQ_LANGUAGE> |
Language of the FAQ article. |
<OTRS_FAQ_ITEMID> |
Item ID of the FAQ article. |
<OTRS_FAQ_NUMBER> |
FAQ number of the FAQ article. |
<OTRS_FAQ_TITLE> |
Title of the FAQ article. |
<OTRS_FAQ_AUTHOR> |
Author name of the FAQ article. |
<OTRS_FAQ_STATE> |
State (visibility) of the FAQ article. |