Trying to auto include RTFM article based on tab click

RT Users
1

Hi List,

I believe I have the proper method (or not).

{$RT Host
name}/rt3/Ticket/Update.html?Action=Comment&id={$ticketNumber}&RTFM-Include-Article-Named={$article}

Now when I include the desired article, I have a problem with the way it is
displaying in the FSCK editor Such as Follows:

Hi <Requester Name>,



Your request has been received and assigned to <GroupName>



Thanks,

Service Desk

Is there an extra processing directive that is required to force this to
load first in the “Source” portion of the FSCK editor?

Thanks,
Bill

2

Hi List,

I believe I have the proper method (or not).

{$RT Host
name}/rt3/Ticket/Update.html?Action=Comment&id={$ticketNumber}&RTFM-Include-Article-Named={$article}

Now when I include the desired article, I have a problem with the way it is displaying in the
FSCK editor Such as Follows:

Does it work when using the normal RTFM inclusion method?

You also don’t say what RT version you’re running, and the FCKeditor
has had a number of bugfixes

-kevin

3

Kevin,

Some days I would forget my head if it weren’t bolted to my neck.

Currently testing on RT 3.8.6.

When you type in the article number and hit GO it works as expected, only
when you are wanting to include that article by default (maybe there is a
better way of doing this?) does it look like html source instead of wysiwyg.

Thanks,

BillOn Thu, Dec 3, 2009 at 9:57 AM, Kevin Falcone falcone@bestpractical.comwrote:

On Thu, Dec 03, 2009 at 09:31:13AM -0800, William Graboyes wrote:

Hi List,

I believe I have the proper method (or not).

{$RT Host

name}/rt3/Ticket/Update.html?Action=Comment&id={$ticketNumber}&RTFM-Include-Article-Named={$article}

Now when I include the desired article, I have a problem with the way
it is displaying in the
FSCK editor Such as Follows:

Does it work when using the normal RTFM inclusion method?

You also don’t say what RT version you’re running, and the FCKeditor
has had a number of bugfixes

-kevin

Hi <Requester Name>,



Your request has been received and assigned to <GroupName>



Thanks,

Service Desk

Is there an extra processing directive that is required to force this
to load first in the
“Source” portion of the FSCK editor?

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4

Currently testing on RT 3.8.6.

When you type in the article number and hit GO it works as expected, only when you are
wanting to include that article by default (maybe there is a better way of doing this?) does
it look like html source instead of wysiwyg.

You may need to also pass in FCKeditorEncoded=1 in the URL
We escape quoted replies before the FCKeditor sees them, and the RTFM
include looks like a quoted reply in this instance. If that doesn’t
solve it, I have no idea without digging.

-kevin> On Thu, Dec 3, 2009 at 9:57 AM, Kevin Falcone <[1]falcone@bestpractical.com> wrote:

 On Thu, Dec 03, 2009 at 09:31:13AM -0800, William Graboyes wrote:
 > Hi List,
 >
 > I believe I have the proper method (or not).
 >
 > {$RT Host
 >
 name}/rt3/Ticket/Update.html?Action=Comment&id={$ticketNumber}&RTFM-Include-Article-Named={$article}
 >
 > Now when I include the desired article, I have a problem with the way it is displaying in
 the
 > FSCK editor Such as Follows:

 Does it work when using the normal RTFM inclusion method?

 You also don't say what RT version you're running, and the FCKeditor
 has had a number of bugfixes
 -kevin
 > Hi &lt;Requester Name&gt;,
 > <br />
 > <br />Your request has been received and assigned to &lt;GroupName&gt;
 > <br />
 > <br />Thanks,
 > <br />Service Desk
 > <br />
 >
 > Is there an extra processing directive that is required to force this to load first in the
 > "Source" portion of the FSCK editor?
5

Kevin,

You Da Man,

That worked perfectly.

Thanks for the quick help,

BillOn Thu, Dec 3, 2009 at 10:17 AM, Kevin Falcone falcone@bestpractical.comwrote:

FCKeditorEncoded=1