I am trying to setup queue specific articles in RTFM/RT, but not having
much luck.
My RTFM structure looks like this:
Queues
Sale Info
Generic Replies
The queue is called Sale Info. I have tried putting the articles under
Sales Info and Generic Replies.
The problem is, they show up in every queue on every ticket, rather than
being queue specific.
Anyone know where I might be going wrong?
Just found they are showing up correctly in the correct queue, but are
being listed in every other queue under “Select an Article to include”.
Is that expected behaviour? It doesnt show any other articles in the
drop down other than the ones that should be queue specific.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Alex
Young
Sent: 18 November 2008 20:30
To: RT Users
Subject: [rt-users] Queue specific RTFM articles
I am trying to setup queue specific articles in RTFM/RT, but not having
much luck.
My RTFM structure looks like this:
Queues
Sale Info
Generic Replies
The queue is called Sale Info. I have tried putting the articles under
Sales Info and Generic Replies.
The problem is, they show up in every queue on every ticket, rather than
being queue specific.
Anyone know where I might be going wrong?
Just found they are showing up correctly in the correct queue, but
are being listed in every other queue under “Select an Article to
include”.Is that expected behaviour? It doesnt show any other articles in the
drop down other than the ones that should be queue specific.
Go look at the class these articles are part of.
Did you check the box for “All articles in this class are on dropdown
on ticket reply page”?
-kevin