osFAQ v1.0.RC4 integaration guide for osTicket 1.6.RC5

INDEX:
Requirements
Install
Setup SEO Friendly URLs (optional)

Requirements

You must have osTicket v1.6.RC5 installed.

v1.0 RC4 – Install / Upgrade

1. Download

   the osFaq files here: osFaq Download

2. Offline mode

   Its recommended to set your osTicket site to offline mode before continuing.

3. Extract

   the compressed download and upload the contents of the upload/ folder to your osTicket directory. EG: the same directory you installed osTicket in.
   *** Upgrading from RC3 to RC4 … skip to step 7.
   *** Upgrading from RC2 to RC4 … 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/

   • The install wizard will choose the most suitable install or upgrade option for you.
   • Next the installer will install or upgrade the osFaq database tables in your existing osTicket database to version 1.0 RC4.
   • Then the installer will guide you through any incomplete integration steps (as listed above).
   • Once finished your new osFaq installation is ready to use.

8. Online mode

   You should turn your osTicket site back online now.

Setup SEO Friendly URLs (optional)

In the upload/ folder you received in the osFAQ download there was a .htaccess file. It contains some apache code that allows the FAQ system to use Search Engine Friendly URLs in client pages when SEO-URLs is enabled on the osFaq settings page. You can turn the option on or off at any time from the osFaq settings page.

IMPORTANT: Make sure you change the RewriteBase location in [your-osTicket-directory]/.htaccess to match your installation of osTicket.
EG: the path where you installed osTicket, in relation to your servers public root directory “/“
The example below is for an osTicket installation installed in a folder called support

ie:

Options +FollowSymLinks
RewriteEngine On
RewriteBase /support/
 
RewriteCond %{REQUEST_FILENAME} !-d
RewriteCond %{REQUEST_FILENAME} !-f
 
RewriteRule ^(.*)-c([0-9]+)-a([0-9]+)-p.html$ faq.php?cid=$2&answer=$3&print=true&%{QUERY_STRING}
RewriteRule ^(.*)-c([0-9]+)-a([0-9]+).html$ faq.php?cid=$2&answer=$3&%{QUERY_STRING}
RewriteRule ^(.*)-c([0-9]+)-a([0-9]+)-(pg|i)([0-9]+)-p.html$ faq.php?cid=$2&answer=$3&$4=$5&print=true&%{QUERY_STRING}
RewriteRule ^(.*)-c([0-9]+)-a([0-9]+)-(pg|i)([0-9]+).html$ faq.php?cid=$2&answer=$3&$4=$5&%{QUERY_STRING}
RewriteRule ^(.*)-c([0-9]+)-(pg|i)([0-9]+)-p.html$ faq.php?cid=$2&$3=$4&print=true&%{QUERY_STRING}
RewriteRule ^(.*)-c([0-9]+)-(pg|i)([0-9]+).html$ faq.php?cid=$2&$3=$4&%{QUERY_STRING}
RewriteRule ^(.*)-c([0-9]+)-p.html$ faq.php?cid=$2&print=true&%{QUERY_STRING}
RewriteRule ^(.*)-c([0-9]+).html$ faq.php?cid=$2&%{QUERY_STRING}