Features (AddOns)

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InBox ContextHelp

Version 6.0.2

Data de Criação 05/11/2018

Resources

This module makes it possible to create an icon that is positioned at the top right of the tool, which shows all the FAQs that contain how keyword the module the user is in.

Prerequisites

Framework

The following versions of the OTRS framework are supported:

  • [6.0.x]

Modules

The following modules are required:

  • InBox Core 6.20.7 or superior
  • [FAQ 6.x.x]

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third-party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox ContextHelp-6.0.2.opm

Settings

This module does not need any specific configuration, just install it, remembering that the OTRS Group FAQ module must be installed.

Usage

After installing the module, a new icon will be created for the attendant:

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After clicking on the icon a new window will open showing whether or not there are FAQs for this module, as a first example an example will be shown with the module AgentTicketPhone:

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It will list all FAQs with the keyword “AgentTicketPhone”, and it is possible to access some information from the FAQ by clicking on its name:

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A new screen will appear that will show the name of the FAQ, the problem, Comment, Symptom and Solution, also having a link to go straight to the FAQ item, in the which will have more information and also attachments (if any).

And if there is no FAQ related to the researched module, the following screen:

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