Greetings!

I just installed Otobo 11.0 and have added ITSM, Change Management, Configuration Management, FAQ, and a couple of other packages.

From what I see, the only way to „categorize“ a ticket is by assigning it to a specific queue. For example, I have a ticket concerning a problem with a particular software. It will be handled by a specific team (SysAdmin)  so I would put it in that queue. However, I want to keep track of the fact that a ticket was opened for this particular software, so I want to assign it the category for this software. (for example) I see no way of categoring tickets like this.

Creating individual queues for all of the categories is impracticle as our taxonomy is already close to 400 entries and it will increase substantially in the near future. Is there an easy way to assign categories to tickets?

Since there is an obvious relationship between tickets and the FAQ, it makes sense that the taxonomy is the same. However, I do not see any way to add categories to FAQ articles. What am I missing?

Thanks in advance.