[rt-users] Auto-reply contains FAQ search results

[Ruslan Zakirov]

On Thu, Dec 8, 2011 at 19:12, Steve Huston <huston at astro.princeton.edu> wrote:
> I've looked through the wiki and mailing list and didn't find mention of
> something like this.  My auto-reply has a line to direct users to our
> FAQ (not RTFM, it predated RTFM and I've found no compelling reason to
> port it all now).  However, as one might guess, people still do not go
> search for their problem there and will happily wait for the rest of the
> weekend to pass before getting a quick response which occasionally
> directs them to one of the entries they would have found searching for
> the exact subject they used in their email.
>
> I've seen some systems where when you send a message to a support
> address, you get back a list of possible FAQ entries based on a search
> of some keywords in your email or subject line.  I wonder if something
> like that could be done in a scrip?  I realize it might require a bit
> more than some simple scripting, but something that can pass some
> keywords to a search function and return some links that might be
> relevant could be quite useful - at the very least, there's that slim
> chance that seeing an article that mentions a user's exact problem will
> prompt them to click the link when they can't be bothered to type it in
> a search box, being an extra step and all...

Use Web::Scraper [1].

http://search.cpan.org/~miyagawa/Web-Scraper-0.36/lib/Web/Scraper.pm

Implementation depends on how FAQ is organized and if it's searchable or not.

> --
> Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences
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-- 
Best regards, Ruslan.