FAQ-Plugin: SysConfig Reference for Znuny

In this document, you will find a complete overview of all SysConfig parameters of the FAQ-Plugin along with a brief explanation.

Core Settings

Key	Description
FAQ::CacheTTL	Validity duration of the FAQ cache in seconds (0 = disabled).
FAQ::DefaultState	Default state for new FAQ entries (e.g., Valid, Invalid).
FAQ::MultiLanguage	Enables multi-language FAQ entries (Bool).
FAQ::SortBy	Default sorting in the explorer (Title, LastChange, Top10).
FAQ::ExplorerItemsPerPage	Number of entries per page in the FAQ explorer (Integer).

Dynamic Fields

Key	Description
DynamicFields::DriverRegistration###FAQ	Registers the FAQ driver for dynamic fields.
DynamicFields::ObjectTypeRegistration###FAQID	Sets ObjectType FAQID for links (LinkObject).

Approval Workflow

Key	Description
FAQ::ApprovalRequired	Enables the approval process for FAQ entries (Bool).
FAQ::ApprovalGroup	Group(s) allowed to approve FAQs (Array).
FAQ::ApprovalQueue	Queue(s) where new FAQs land until they are approved (Array).
FAQ::NotificationOnApproval	Notification template for approval notifications.

Explorer Configuration

Key	Description
FAQ::ExplorerPath	Breadcrumb path in the explorer (String).
FAQ::QuickSearch	Enables free-text search in the explorer (Bool).
FAQ::Top10Items	Number of entries in the Top 10 view (Integer).
FAQ::ShowLastChange	Shows the change date in the explorer (Bool).
FAQ::ShowCreateDate	Shows the creation date in the explorer (Bool).

FAQ Items

Key	Description
FAQ::Item::MaxBodyLength	Maximum length of the body text in zoom (chars).
FAQ::Item::HTMLAllowTags	List of allowed HTML tags in the body (Array).
FAQ::Item::CategoryRequired	Makes category mandatory during creation (Bool).

Voting & Feedback

Key	Description
FAQ::Voting::Enable	Enables like/dislike rating (Bool).
FAQ::Voting::LimitPerUser	Max. ratings per user and day (Integer).
FAQ::Voting::NotificationOnVote	Notification template for new feedback.

Related Articles & Service Assignment

Key	Description
FAQ::RelatedArticles::Enable	Enables linking of related FAQs (Bool).
FAQ::RelatedArticles::MaxItems	Max. number of related entries in zoom (Integer).
FAQ::RelatedArticles::ServiceList	Services for which related articles are displayed (Array).

Ticket Embedding

Key	Description
FAQ::TicketCompose::InsertMode	Insert mode in the ticket (Text, Link, Button).
FAQ::TicketCompose::ButtonLabel	Label of the insert button in the ticket dialog.
FAQ::TicketCompose::LinkText	Link text for inserting as a hyperlink.

Object Links (LinkObject)

Key	Description
LinkObject::PossibleLink###FAQ2FAQ	Allows linking FAQ ↔ FAQ (Bool).
LinkObject::PossibleLink###FAQ2Ticket	Allows linking FAQ ↔ Ticket (Bool).

Frontend Module Registrations (Agent)

Key	Description
Frontend::Agent::ModuleRegistration###FAQExplorer	Enable module in the agent FAQ explorer.
Frontend::Agent::ModuleRegistration###FAQZoom	Enable module in the agent FAQ zoom.
Frontend::Agent::ModuleRegistration###FAQSearch	Module for search function in agent interface.
Frontend::Agent::ModuleRegistration###FAQPrint	Module for printing in agent FAQ mode.

Frontend Module Registrations (Customer/Public)

Key	Description
Frontend::Customer::ModuleRegistration###FAQExplorer	Enable module in the customer portal explorer.
Frontend::Customer::ModuleRegistration###FAQZoom	Enable module in the customer portal FAQ zoom.
Frontend::Public::ModuleRegistration###FAQSearch	Module for public search (anonymous users).
Frontend::Public::ModuleRegistration###FAQPrint	Module for printing in public FAQ area.

Frequently asked questions

Where do I configure the Znuny FAQ plugin?

The Znuny FAQ plugin is primarily configured within the SysConfig interface, accessible via Admin → System Administration → SysConfig in your Znuny instance. The settings are logically grouped into several modules to streamline management. You'll find core functionalities under "Core Settings," options for the FAQ explorer under "Explorer Configuration," and specific settings for voting and feedback under "Voting & Feedback." Additionally, there are dedicated sections for "Approval Workflow," "Ticket Embedding," and "Frontend Module Registrations" for both agent and customer interfaces. This structured approach allows administrators to precisely control various aspects of the FAQ system, from caching and default states to multi-language support and dynamic field integration.Quellen- FAQ-Plugin: SysConfig Reference for Znuny | Znuny Community Docs- Znuny Documentation — Manuals, API & Developer Guides

Can I require approval before FAQ entries go live?

Yes, the Znuny FAQ plugin supports an approval workflow to ensure quality and compliance before FAQ entries are published. To enable this, you must activate the FAQ::ApprovalRequired SysConfig parameter by setting it to true. Once enabled, new or modified FAQ articles will enter a pending state, awaiting review. You then need to define which agent group(s) are authorized to approve these entries using the FAQ::ApprovalGroup parameter, which accepts an array of group names. Furthermore, you can specify FAQ::ApprovalQueue to direct these pending FAQs into particular queues for easier management and assignment to approvers. The system can also send notifications upon approval, configurable via FAQ::NotificationOnApproval, ensuring relevant parties are informed. This workflow is crucial for maintaining a controlled and high-standard knowledge base.Quellen- FAQ-Plugin: SysConfig Reference for Znuny | Znuny Community Docs- Znuny Agent Quickstart Guide

How do agents insert FAQs into tickets?

Agents can efficiently insert FAQ articles into tickets using the "Ticket Embedding" features configured in SysConfig. The primary parameter for this is FAQ::TicketCompose::InsertMode, which determines how the FAQ content is presented in the ticket. You can choose from three modes:- Text: Inserts the full FAQ body directly into the ticket as plain text.- Link: Inserts a hyperlink to the FAQ article within the ticket.- Button: Provides a button that, when clicked, allows the agent to insert the FAQ.If you opt for the Button mode, you can customize the button's display text using FAQ::TicketCompose::ButtonLabel. Similarly, for the Link mode, the text of the hyperlink can be defined via FAQ::TicketCompose::LinkText. These options provide flexibility for agents to integrate relevant knowledge base articles into their ticket responses, improving efficiency and consistency.Quellen- FAQ-Plugin: SysConfig Reference for Znuny | Znuny Community Docs- Znuny Documentation — Manuals, API & Developer Guides

How can I customize the FAQ explorer's behavior and appearance?

The FAQ explorer's behavior and appearance can be extensively customized through various SysConfig parameters. For search functionality, FAQ::QuickSearch enables a free-text search field, allowing users to find articles quickly. The default sorting order of articles can be set using FAQ::SortBy, with options like Title, LastChange, or Top10 (based on popularity). To manage the display density, FAQ::ExplorerItemsPerPage controls the number of FAQ entries shown per page.Furthermore, you can enhance the visual information presented in the explorer. FAQ::ShowLastChange displays the date an article was last modified, while FAQ::ShowCreateDate shows its initial creation date. The breadcrumb navigation path can be customized with FAQ::ExplorerPath, and the number of articles featured in the "Top 10" view is controlled by FAQ::Top10Items. These settings collectively allow you to tailor the explorer to best suit your users' needs and your organization's presentation standards.Quellen- FAQ-Plugin: SysConfig Reference for Znuny | Znuny Community Docs- Znuny Agent Quickstart Guide

How do I make FAQ articles available to customers in the self-service portal?

To make FAQ articles accessible to customers through the self-service portal or public interfaces, you need to register the relevant frontend modules in SysConfig. This is done under the "Frontend Module Registrations (Customer/Public)" section. Specifically, you'll need to enable modules such as:- Frontend::Customer::ModuleRegistration###FAQExplorer: This module allows customers to browse FAQ categories and articles in an explorer view within their logged-in portal session.- Frontend::Customer::ModuleRegistration###FAQZoom: This enables customers to view the detailed content of individual FAQ articles.- Frontend::Public::ModuleRegistration###FAQSearch: This provides a search function for anonymous users on the public interface, allowing them to find FAQs without logging in.- Frontend::Public::ModuleRegistration###FAQPrint: This module enables printing functionality for FAQ articles in the public area.By registering these modules, you ensure that your knowledge base is fully integrated into the customer experience, empowering users to find answers independently and reducing support ticket volume.Quellen- FAQ-Plugin: SysConfig Reference for Znuny | Znuny Community Docs- Znuny Documentation — Manuals, API & Developer Guides

Can users provide feedback or rate FAQ articles, and how is this configured?

Yes, the Znuny FAQ plugin includes a "Voting & Feedback" mechanism that allows users to rate articles, providing valuable insights into the helpfulness of your knowledge base. To enable this feature, you must set the FAQ::Voting::Enable SysConfig parameter to true. Once activated, users will see options to provide feedback, typically in the form of "like" or "dislike" ratings.To prevent abuse or excessive voting, you can limit the number of ratings a single user can submit within a day by configuring FAQ::Voting::LimitPerUser with an integer value. For instance, setting it to 1 would allow each user only one vote per article per day. Additionally, you can configure FAQ::Voting::NotificationOnVote to specify a notification template. This ensures that relevant agents or administrators are alerted when new feedback is submitted, allowing them to monitor article quality and identify areas for improvement. This feedback loop is essential for maintaining an effective and user-centric FAQ system.Quellen- FAQ-Plugin: SysConfig Reference for Znuny | Znuny Community Docs- Znuny Agent Quickstart Guide