Hello,
When i tried to extract an article and get to the page where I should choose which field or transaction to use for the article, there´s only “-” a dash within the dropdown menu.
Have I missed something?
I followed the docs from docs/customizing/articles_introduction.pod
“You can extract the body of a ticket into an article. Within RT, you
should now see an “Extract to article” button in the upper right hand
corner of RT’s UI when working with tickets. When you click that
button, RT will ask you which Class to create your new article in.
Once you click on a class name, the Ticket’s transactions will be
displayed, along with a set of select boxes. For each transaction, you
can pick which Custom Field that transaction should be extracted to.”
Med Vänliga Hälsningar/Best Regards
Martin Petersson
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Hi Martin,
since you are talking about RTFM for RT 4.0.x I am not sure my comment applies since I only have experience with RTFM and RT 3.8.8… It might help if you posted your versions anyway.
However:
I encountered the same problem some time ago until I was told that classes should match your actual queues (e.g. queue-names). That did the trick for me.
Of course you also need to asign at least now custom-field to that class (classes -> basics -> “include custom field X”).
Hope that helps,
best wishes
Gunnar
Hi Martin,
since you are talking about RTFM for RT 4.0.x I am not sure my comment applies since I only have experience with RTFM and RT 3.8.8… It might help if you posted your versions anyway.
However:
I encountered the same problem some time ago until I was told that classes should match your actual queues (e.g. queue-names). That did the trick for me.
Classes don’t need to match your Queue names. In fact, on 4.0, you
can apply Classes globally or per-queue regardless of the name. My
guess is you were using the hack we had in 3.8 which mapped articles
in a Topic to queues named the same as the Topic (this is no longer
required in 4.0 because you can just assign the Class properly).
Of course you also need to asign at least now custom-field to that class (classes → basics → “include custom field X”).
I’m guessing this is his problem. It’s covered earlier in
articles_introduction.pod
-kevin