Requirements

You must have osTicket v1.6.RC5 or newer installed.

v1.0 RC3 – Install / Upgrade

1. Download

   the osFaq files here: osFaq Download

2. Extract

   the compressed download and upload the contents of the upload/ folder to your osTicket directory. EG: the same directory you installed osTicket in.

3. Offline mode

   Its recommended to set your osTicket site to offline mode before continuing.
   *** Upgrading from RC2 … skip to step 6.

4. Integrate osFaq into the osTicket staff area.

   The osFaq installer can also guide you through this process.

   Edit: [your-osTicket-installation]/include/staff/header.inc.php
   
   and paste the following text between the ‹head› and ‹/head› tags, preferably below the other stylesheet imports:
   

   Edit [your-osTicket-installation]/include/class.nav.php
   
   and paste the following below the “My Account” tab in the function StaffNav (after line 42 approx.):
   

   $tabs['faq']=array('desc'=>'FAQs','href'=>'faq_admin.php','title'=>'Frequently Asked Questions');
   

   ie:

       function StaffNav($pagetype='staff'){
           global $thisuser;
   
           $this->ptype=$pagetype;
           $tabs=array();
           if($thisuser->isAdmin() && strcasecmp($pagetype,'admin')==0) {
               $tabs['dashboard']=array('desc'=>'Dashboard','href'=>'admin.php?t=dashboard','title'=>'Admin Dashboard');
               $tabs['settings']=array('desc'=>'Settings','href'=>'admin.php?t=settings','title'=>'System Settings');
               $tabs['emails']=array('desc'=>'Emails','href'=>'admin.php?t=email','title'=>'Email Settings');
               $tabs['topics']=array('desc'=>'Help Topics','href'=>'admin.php?t=topics','title'=>'Help Topics');
               $tabs['staff']=array('desc'=>'Staff','href'=>'admin.php?t=staff','title'=>'Staff Members');
               $tabs['depts']=array('desc'=>'Departments','href'=>'admin.php?t=depts','title'=>'Departments');
           }else {
               $tabs['tickets']=array('desc'=>'Tickets','href'=>'tickets.php','title'=>'Ticket Queue');
               if($thisuser && $thisuser->canManageKb()){
                $tabs['kbase']=array('desc'=>'Knowledge Base','href'=>'kb.php','title'=>'Knowledge Base: Premade');
               }
               $tabs['directory']=array('desc'=>'Directory','href'=>'directory.php','title'=>'Staff Directory');
               $tabs['profile']=array('desc'=>'My Account','href'=>'profile.php','title'=>'My Profile');
   			
               $tabs['faq']=array('desc'=>'FAQs','href'=>'faq_admin.php','title'=>'Frequently Asked Questions');
           }
           $this->tabs=$tabs;    
       }
   

5. Integrate osFaq into the osTicket client area.

   The osFaq installer can also guide you through this process.

   Edit [your-osTicket-installation]/include/client/header.inc.php
   
   and paste the following text between the ‹head› and ‹/head› tags, preferably below the other stylesheet imports:
   

   Edit [your-osTicket-installation]/include/client/header.inc.php
   
   and paste the following text between the ‹ul id="nav"› and ‹/ul› tags, preferably directly under the opening ‹ul id="nav"› tag
   
   (the link will appear as the far right header link):
   

   FAQs
   

   ie:

       
   
    
            
   FAQs
    
            isValid()) {?>
            
   Log Out
            
   My Tickets
            
            
   Ticket Status
            
            
   New Ticket
            
   Home
       
   

6. 
   

   Display the featured FAQ area on your osTicket home page

   You can display the featured FAQ area on any osTicket page by using the following line of code. Paste it where you want the featured FAQs to be displayed.
   The installer/upgrader will check for the existance of this line of code in [your-osTicket-directory]/index.php

   This is an example implementation:
   

7. Run the osFaq Installer:

   In a new browser window, goto: http://[your-osTicket-directory]/faq/setup/

   • Choose from Install or Upgrade.
   • The installer will install or upgrade the osFaq database tables in your existing osTicket database to version RC3. Your current osTicket table prefix will be used.
   • Following the database setup the installer will guide you through any incomplete integration steps (listed above).
   • Once finished your new osFaq installation is ready to use.

8. Online mode

   You can turn your osTicket site back online now.

Setup SEO Friendly URLs (optional)

In the upload/ folder you received in the osFAQ download there was an OPTIONAL file included called OPTIONAL.htaccess

It contains some optional apache code and allows the FAQ system to use Search Engine Friendly URLs in client pages.

If you are upgrading osFaq: consider replacing your existing [your-osTicket-directory]/.htaccess file with the one in your new osFaq download.

Check your server to see if it already has a [your-osTicket-directory]/.htaccess file. If it does, copy the contents of OPTIONAL.htaccess and paste it below the existing content in your .htaccess file.

If there is no [your-osTicket-directory]/.htaccess file, rename OPTIONAL.htaccess to .htaccess

IMPORTANT: Make sure you change the RewriteBase to match your installation of osTicket EG: the place you installed osTicket to where your .htaccess file is located (mentioned above).

Where /support/ is the RewriteBase of your osTicket installation.

## apache Rewrite
Options +FollowSymLinks
RewriteEngine On
RewriteBase /support/
RewriteRule ^(.*)-cid-(.*)-p.html$ faq.php?category_id=$2&print=true&%{QUERY_STRING}
RewriteRule ^(.*)-cid-(.*).html$ faq.php?category_id=$2&%{QUERY_STRING}