No drop-down for Articles in 4.0.5

RT Users
1

We just upgraded our test environment from 3.8.8 to 4.0.5. In 3.8.8, when
you resolved (or replied to, etc…) a ticket, we had the Select an
Article to include drop-down option that would use an Article from RTFM
and drop them right in the ticket.

In 4.0.5, I am not seeing this option. When I’m resolving a ticket, I see
the Search for Articles matching and Include Article: options (which
I’m not exactly sure how to use either…), but no drop-downs. In each
Article class I have checked the All Articles in this class should be
listed in a drop-down of the ticket reply page option, but I am not seeing
them.

I’ve checked in IE, Firefox and Chrome – but no dropdown. Am I missing
something? I’ve checked the permissions – I don’t believe they are the
cause.

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

2

I just finish doing this,

use the documentation file
@ /opt/rt4/docs/customizing/articles_introduction.pod
when you create a CLASS mark the checkbox for “All Articles in this class
should be listed in a dropdown of the ticket reply page”

make sure you set the group permissions to allow users to see&use
the article in the dropdown menu
as well for the custum fields used in each article.

Rabin Yasharzadehe*On Mon, May 14, 2012 at 6:46 PM, Max McGrath mmcgrath@carthage.edu wrote:

We just upgraded our test environment from 3.8.8 to 4.0.5. In 3.8.8, when
you resolved (or replied to, etc…) a ticket, we had the Select an
Article to include drop-down option that would use an Article from RTFM
and drop them right in the ticket.

In 4.0.5, I am not seeing this option. When I’m resolving a ticket, I see
the Search for Articles matching and Include Article: options (which
I’m not exactly sure how to use either…), but no drop-downs. In each
Article class I have checked the All Articles in this class should be
listed in a drop-down of the ticket reply page option, but I am not
seeing them.

I’ve checked in IE, Firefox and Chrome – but no dropdown. Am I missing
something? I’ve checked the permissions – I don’t believe they are the
cause.

Thanks!

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