CloseAfterFaq
Freeby Complementocompany
Forces agents to link a FAQ article before a ticket can be closed.
The CloseAfterFaq extension for OTRS-based systems (such as Znuny or Ligero) ensures that agents actively use the knowledge base. The module registers an event handler that checks during state changes whether the ticket is linked to at least one FAQ article. If not, the process is aborted and the agent receives an error message. This is particularly useful in environments where documenting solutions in the FAQ is mandatory.
Features
Force FAQ Linking
Prevents a ticket from being closed if no FAQ article is linked. This encourages the use and maintenance of the knowledge base.
Configurable State Transitions
Allows defining specific ticket states (e.g., 'closed successful') for which the FAQ check should apply.
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