Articles, Classes and Article Names

RT Users
1

So we have a large setup here. (Well, for me, anyway.)

I have 86 queues. 45 of them have Article Classes set up for them. The
Classes are only for the queues in which they apply to.

These Classes have Topics in them.

The Topics all were able to have duplicate names. So, say, in the CS-1
(Customer Service queue for a particular client) Class we have Topics
like Shipping, Authorization, Templates, and Updates. In the CS-2 Class
we have the same breakdown.

Now, in CS-1, we create an Article called “No Authorization.” It’s
saved. It’s part of the Topic “Authorization” in the CS-1 Class.

Now in CS-2, we create an Article called “No Authorization.” It’s unable
to be saved, even though it’s part of the CS-2 class, it insists that
there is already an article called “No Authorization.”

Why can I create Topics of the same name, in different Classes, but not
Articles? :-/

We’re currently getting around this by naming them “CS-1 No
Authorization” and such, but that’s a kludge, IMO.

We’re running 4.0.5 on CentOS.

Is this something addressed in 4.0.6+?

Thanks in advance,
–Glenn

2

So we have a large setup here. (Well, for me, anyway.)
Now, in CS-1, we create an Article called “No Authorization.” It’s
saved. It’s part of the Topic “Authorization” in the CS-1 Class.

Now in CS-2, we create an Article called “No Authorization.” It’s unable
to be saved, even though it’s part of the CS-2 class, it insists that
there is already an article called “No Authorization.”

Why can I create Topics of the same name, in different Classes, but not
Articles? :-/

We’re currently getting around this by naming them “CS-1 No
Authorization” and such, but that’s a kludge, IMO.

This looks like a throwback to when Classes were only global, so
having repeated names was confusing.

Please file a bug, I don’t see any reason why we can’t relax this by
either removing the restriction altogether or saying “unique article
names within a class”.

-kevin