NAME
Kernel::System::FAQ – FAQ lib
DESCRIPTION
All FAQ functions. E. g. to add FAQs or to get FAQs.
PUBLIC INTERFACE
new()
create an object. Do not use it directly, instead use:
use Kernel::System::ObjectManager;
local $Kernel::OM = Kernel::System::ObjectManager->new();
my $FAQObject = $Kernel::OM->Get('Kernel::System::FAQ');FAQGet()
get an FAQ item
my %FAQ = $FAQObject->FAQGet(
ItemID => 123,
ItemFields => 0, # Optional, default 0. To include the item field content for this
# FAQ item on the return structure.
DynamicFields => 0, # Optional, default 0. To include the faq dynamic fields.
UserID => 1,
);Returns:
%FAQ = (
ID => 32,
ItemID => 32,
FAQID => 32,
Number => 100032,
CategoryID => '2',
CategoryName' => 'CategoryA::CategoryB',
CategoryShortName => 'CategoryB',
LanguageID => 1,
Language => 'en',
Title => 'Article Title',
Approved => 1, # or 0
ValidID => 1,
Valid => 'valid',
Keywords => 'KeyWord1 KeyWord2',
Helpful => 20, # number of votes who thought this article was helpful
NotHelpful => 5, # number of votes who thought this article was not helpful
StateID => 1,
State => 'internal (agent)', # or 'external (customer)' or
# 'public (all)'
StateTypeID => 1,
StateTypeName => 'internal', # or 'external' or 'public'
CreatedBy => 1,
Changed' => '2011-01-05 21:53:50',
ChangedBy => '1',
Created => '2011-01-05 21:53:50',
Name => '1294286030-31.1697297104732', # FAQ Article name or
# systemtime + '-' + random number
);
my %FAQ = $FAQObject->FAQGet(
ItemID => 123,
ItemFields => 1,
UserID => 1,
);Returns:
%FAQ = (
# Compatibility ID names.
ID => 32,
FAQID => 32,
ItemID => 32,
Number => 100032,
CategoryID => '2',
CategoryName => 'CategoryA::CategoryB',
CategoryShortName => 'CategoryB',
LanguageID => 1,
Language => 'en',
Title => 'Article Title',
Field1 => 'The Symptoms',
Field2 => 'The Problem',
Field3 => 'The Solution',
Field4 => undef, # Not active by default
Field5 => undef, # Not active by default
Field6 => 'Comments',
Approved => 1, # or 0
ValidID => 1,
ContentType => 'text/plain', # or 'text/html'
Valid => 'valid',
Keywords => 'KeyWord1 KeyWord2',
Helpful => 20, # number of votes who thought this article was helpful
NotHelpful => 5, # number of votes who thought this article was not helpful
StateID => 1,
State => 'internal (agent)', # or 'external (customer)' or
# 'public (all)'
StateTypeID => 1,
StateTypeName => 'internal', # or 'external' or 'public'
CreatedBy => 1,
Changed => '2011-01-05 21:53:50',
ChangedBy => '1',
Created => '2011-01-05 21:53:50',
Name => '1294286030-31.1697297104732', # FAQ Article name or
# systemtime + '-' + random number
);FAQAdd()
add an article
my $ItemID = $FAQObject->FAQAdd(
Title => 'Some Text',
CategoryID => 1,
StateID => 1,
LanguageID => 1,
Number => '13402', # (optional)
Keywords => 'some keywords', # (optional)
Field1 => 'Symptom...', # (optional)
Field2 => 'Problem...', # (optional)
Field3 => 'Solution...', # (optional)
Field4 => 'Field4...', # (optional)
Field5 => 'Field5...', # (optional)
Field6 => 'Comment...', # (optional)
Approved => 1, # (optional)
ValidID => 1,
ContentType => 'text/plain', # or 'text/html'
UserID => 1,
);Returns:
$ItemID = 34;Events:
FAQCreateFAQUpdate()
update an article
my $Success = $FAQObject->FAQUpdate(
ItemID => 123,
CategoryID => 1,
StateID => 1,
LanguageID => 1,
Approved => 1,
ValidID => 1,
ContentType => 'text/plan', # or 'text/html'
Title => 'Some Text',
Field1 => 'Problem...',
Field2 => 'Solution...',
UserID => 1,
ApprovalOff => 1, # optional, (if set to 1 approval is ignored. This is
# important when called from FAQInlineAttachmentURLUpdate)
);Returns:
$Success = 1 ; # or undef if can't update the FAQ articleEvents:
FAQUpdateAttachmentAdd()
add article attachments, returns the attachment id
my $AttachmentID = $FAQObject->AttachmentAdd(
ItemID => 123,
Content => $Content,
ContentType => 'text/xml',
Filename => 'somename.xml',
Inline => 1, (0|1, default 0)
UserID => 1,
);Returns:
$AttachmentID = 123 ; # or undef if can't add the attachmentAttachmentGet()
get attachment of article
my %File = $FAQObject->AttachmentGet(
ItemID => 123,
FileID => 1,
UserID => 1,
);Returns:
%File = (
Filesize => '540286', # file size in bytes
ContentType => 'image/jpeg',
Filename => 'Error.jpg',
Content => '...' # file binary content
);AttachmentDelete()
delete attachment of article
my $Success = $FAQObject->AttachmentDelete(
ItemID => 123,
FileID => 1,
UserID => 1,
);Returns:
$Success = 1 ; # or undef if attachment could not be deletedAttachmentIndex()
return an attachment index of an article
my @Index = $FAQObject->AttachmentIndex(
ItemID => 123,
ShowInline => 0, ( 0|1, default 1)
UserID => 1,
);Returns:
@Index = (
{
Filesize => '527.6 KBytes',
ContentType => 'image/jpeg',
Filename => 'Error.jpg',
FilesizeRaw => 540286,
FileID => 6,
Inline => 0,
CreateTime => '1977-12-12 12:00:00',
CreateBy => 123,
ChangeTime => '1977-12-12 12:00:00',
ChangeBy => 123,
},
{,
Filesize => '430.0 KBytes',
ContentType => 'image/jpeg',
Filename => 'Solution.jpg',
FilesizeRaw => 440286,
FileID => 5,
Inline => 1,
CreateTime => '1977-12-12 12:00:00',
CreateBy => 123,
ChangeTime => '1977-12-12 12:00:00',
ChangeBy => 123,
},
{
Filesize => '296 Bytes',
ContentType => 'text/plain',
Filename => 'AdditionalComments.txt',
FilesizeRaw => 296,
FileID => 7,
Inline => 0,
CreateTime => '1977-12-12 12:00:00',
CreateBy => 123,
ChangeTime => '1977-12-12 12:00:00',
ChangeBy => 123,
},
);FAQCount()
Count the number of articles for a defined category. Only valid FAQ articles will be counted.
my $ArticleCount = $FAQObject->FAQCount(
CategoryIDs => [1,2,3,4],
ItemStates => {
1 => 'internal',
2 => 'external',
3 => 'public',
},
OnlyApproved => 1, # optional (default 0)
Valid => 1, # optional (default 0)
UserID => 1,
);Returns:
$ArticleCount = 3;FAQDelete()
Delete an article.
my $DeleteSuccess = $FAQObject->FAQDelete(
ItemID => 1,
UserID => 123,
);Returns:
$DeleteSuccess = 1; # or undef if article could not be deletedEvents:
FAQDeleteFAQHistoryAdd()
add an history to an article
my $AddSuccess = $FAQObject->FAQHistoryAdd(
ItemID => 1,
Name => 'Updated Article.',
UserID => 1,
);Returns:
$AddSuccess = 1; # or undef if article history could not be addedFAQHistoryGet()
get an array with hash reference with the history of an article
my $HistoryDataArrayRef = $FAQObject->FAQHistoryGet(
ItemID => 1,
UserID => 1,
);Returns:
$HistoryDataArrayRef = [
{
CreatedBy => 1,
Created => '2010-11-02 07:45:15',
Name => 'Created',
},
{
CreatedBy => 1,
Created => '2011-06-14 12:53:55',
Name => 'Updated',
},
];FAQHistoryDelete()
delete the history of an article
my $DeleteSuccess = $FAQObject->FAQHistoryDelete(
ItemID => 1,
UserID => 1,
);Returns:
$DeleteDuccess = 1; # or undef if history could not be deletedFAQJournalGet()
get the system journal
my $HistoryDataArrayRef = $FAQObject->FAQJournalGet(
UserID => 1,
);Returns:
$JournalDataArrayRef = [
{
ItemID => '32',
Number => '10004',
Category => 'My Category',
Subject => 'New Article',
Action => 'Created',
CreatedBy => '1',
Created => '2011-01-05 21:53:50',
},
{
ItemID => '4',
Number => '10004',
Category => 'My Category',
Subject => "New Article",
Action => 'Updated',
CreatedBy => '1',
Created => '2011-01-05 21:55:32',
}
];KeywordList()
get a list of keywords as a hash, with their count as the value:
my %Keywords = $FAQObject->KeywordList(
Valid => 1,
UserID => 1,
);Returns:
%Keywords = (
'macosx' => 8,
'ubuntu' => 1,
'outlook' => 2,
'windows' => 3,
'exchange' => 1,
);FAQKeywordArticleList()
Get a keyword and related faq articles lookup list (optional only for the given languages). You can build a list for a agent or customer. If you give only a UserID the result is for the given UserID, with a additional CustomerUser the list is only for the given CustomerUser.
my %FAQKeywordArticleList = $FAQObject->FAQKeywordArticleList(
UserID => 1,
CustomerUser => 'tt', # optional (with this the result is only customer faq article)
Languages => [ 'en', 'de' ], # optional
);Returns
my %FAQKeywordArticleList = (
'ExampleKeyword' => [
12,
13,
],
'TestKeyword' => [
876,
],
);FAQPathListGet()
returns a category array reference
my $CategoryIDArrayRef = $FAQObject->FAQPathListGet(
CategoryID => 150,
UserID => 1,
);Returns:
$CategoryIDArrayRef = [
{
CategoryID => '2',
ParentID => '0',
Name => 'My Category',
Comment => 'My First Category',
ValidID => '1',
},
{
CategoryID => '4',
ParentID => '2',
Name => 'Sub Category A',
Comment => 'This Is Category A',
ValidID => '1',
},
];FAQLogAdd()
adds accessed FAQ article to the access log table
my $Success = $FAQObject->FAQLogAdd(
ItemID => '123456',
Interface => 'internal',
RemoteAddress => '192.168.0.1', # optional
UserAgent => 'Some user agent', # optional
UserID => 1,
);Returns:
$Success =1; # or undef if FAQLog could not be addedFAQTop10Get()
Returns an array with the top 10 FAQ article ids.
my $Top10IDsRef = $FAQObject->FAQTop10Get(
Interface => 'public',
CategoryIDs => [ 1, 2, 3 ], # (optional) Only show the Top-10 articles from these categories
Limit => 10, # (optional, default 10)
UserID => 1,
);Returns:
$Top10IDsRef = [
{
'ItemID' => 13,
'Count' => 159, # number of visits
'Interface' => 'public',
},
{
'ItemID' => 6,
'Count' => 78,
'Interface' => 'public',
},
{
'ItemID' => 4,
'Count' => 59,
'Interface' => 'internal',
},
{
'ItemID' => 20,
'Count' => 29,
'Interface' => 'public',
},
{
'ItemID' => 1,
'Count' => 24,
'Interface' => 'external',
},
{
'ItemID' => 11,
'Count' => 24,
'Interface' => 'internal',
},
{
'ItemID' => 5,
'Count' => 18,
'Interface' => 'internal',
},
{
'ItemID' => 9,
'Count' => 16,
'Interface' => 'external',
},
{
'ItemID' => 2,
'Count' => 14,
'Interface' => 'internal'
},
{
'ItemID' => 14,
'Count' => 6,
'Interface' => 'public',
}
];FAQInlineAttachmentURLUpdate()
Updates the URLs of uploaded inline attachments.
my $Success = $FAQObject->FAQInlineAttachmentURLUpdate(
ItemID => 12,
FormID => 456,
FileID => 5,
Attachment => \%Attachment,
UserID => 1,
);Returns:
$Success = 1; # of undef if attachment URL could not be updatedFAQArticleTitleClean()
strip/clean up a FAQ article title
my $NewTitle = $FAQObject->FAQArticleTitleClean(
Title => $OldTitle,
Size => $TitleSizeToBeDisplayed # optional, if 0 do not cut title
);FAQContentTypeSet()
Sets the content type of 1, some or all FAQ items, by a given parameter or determined by the FAQ item content
my $Success = $FAQObject->FAQContentTypeSet(
FAQItemIDs => [ 1, 2, 3 ], # optional,
ContentType => 'some content type', # optional,
);DEPRECATED FUNCTIONS
HistoryGet()
Deprecated, use FAQJournalGet() instead.
PRIVATE FUNCTIONS
_FAQApprovalUpdate()
update the approval state of an article
my $Success = $FAQObject->_FAQApprovalUpdate(
ItemID => 123,
Approved => 1, # 0|1 (default 0)
UserID => 1,
);_FAQApprovalTicketCreate()
creates an approval ticket
my $Success = $FAQObject->_FAQApprovalTicketCreate(
ItemID => 123,
CategoryID => 2,
LanguageID => 1,
FAQNumber => 10211,
Title => 'Some Title',
StateID => 1,
UserID => 1,
);