How to add articles to response

Hello -

Running rt 4.0.16 – and this used to work when I was on 4.0.6.

When replying to a ticket I see the Search for Articles matching and
the Include
Article
boxes, but neither of them are working for me (I’ve tried
different browsers).

In 4.0.6 there was a drop-down of all the available articles. In 4.0.16
there is a Go button that does nothing when I click it.

Am I missing something?
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath@carthage.edu

Running rt 4.0.16 – and this used to work when I was on 4.0.6.
When replying to a ticket I see the Search for Articles matching and the Include Article
boxes, but neither of them are working for me (I’ve tried different browsers).
In 4.0.6 there was a drop-down of all the available articles. In 4.0.16 there is a Go button
that does nothing when I click it.
Am I missing something?

This is working for us on a production 4.0.17 instance, so I’d suspect
some local change.

What kind of local modifications do you have?
Can you see the Articles you expect to see if you browse around?
Check other permissions and whether or not Classes apply to the right
Queues.

-kevin

Was a permissions thing. From what I saw, the Article in question was
applied to appropriate queue, but I still was not seeing it. I ended up
clicking the *check this box to apply this Class globally to all Queues *and
that fixed it.

Not sure why it didn’t work with how it was originally set up.

Thanks Kevin!

Max

Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Mon, Aug 12, 2013 at 3:18 PM, Kevin Falcone falcone@bestpractical.comwrote:

On Mon, Aug 12, 2013 at 02:45:21PM -0500, Max McGrath wrote:

Running rt 4.0.16 – and this used to work when I was on 4.0.6.
When replying to a ticket I see the Search for Articles matching and
the Include Article
boxes, but neither of them are working for me (I’ve tried different
browsers).
In 4.0.6 there was a drop-down of all the available articles. In
4.0.16 there is a Go button
that does nothing when I click it.
Am I missing something?

This is working for us on a production 4.0.17 instance, so I’d suspect
some local change.

What kind of local modifications do you have?
Can you see the Articles you expect to see if you browse around?
Check other permissions and whether or not Classes apply to the right
Queues.

-kevin

Nevermind! My mistake…

It is working as it is suppose to. It had permissions for a specific
queue, and the ticket I was working on was not in that queue.

Disregard!

Max

Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Tue, Aug 13, 2013 at 8:36 AM, Max McGrath mmcgrath@carthage.edu wrote:

Was a permissions thing. From what I saw, the Article in question was
applied to appropriate queue, but I still was not seeing it. I ended up
clicking the *check this box to apply this Class globally to all Queues *and
that fixed it.

Not sure why it didn’t work with how it was originally set up.

Thanks Kevin!

Max


Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath@carthage.edu

On Mon, Aug 12, 2013 at 3:18 PM, Kevin Falcone falcone@bestpractical.comwrote:

On Mon, Aug 12, 2013 at 02:45:21PM -0500, Max McGrath wrote:

Running rt 4.0.16 – and this used to work when I was on 4.0.6.
When replying to a ticket I see the Search for Articles matching and
the Include Article
boxes, but neither of them are working for me (I’ve tried different
browsers).
In 4.0.6 there was a drop-down of all the available articles. In
4.0.16 there is a Go button
that does nothing when I click it.
Am I missing something?

This is working for us on a production 4.0.17 instance, so I’d suspect
some local change.

What kind of local modifications do you have?
Can you see the Articles you expect to see if you browse around?
Check other permissions and whether or not Classes apply to the right
Queues.

-kevin