]>
Commit | Line | Data |
---|---|---|
84fb5b46 MKG |
1 | |
2 | =head1 Articles | |
3 | ||
4 | Articles are a way of managing stock answers or frequently asked | |
5 | questions. Articles are a collection of custom fields whose values can | |
6 | be easily inserted into ticket replies or searched and browsed within | |
7 | RT. They are organized into classes and topics. | |
8 | ||
9 | =head2 UI | |
10 | ||
11 | The user interface to Articles is available from the Tools -> Articles | |
12 | menu. Admin functionality can be found under Tools -> Configuration -> | |
13 | Articles. Once configured, articles will become available for searching | |
403d7b0b | 14 | on the Reply/Comment page on tickets. There are L</"Configuration Options"> |
84fb5b46 MKG |
15 | to make Articles available on ticket creation. |
16 | ||
17 | =head2 Basics | |
18 | ||
19 | You will need to make some decisions about how to organize your | |
20 | articles. Articles will be organized into one Class and multiple | |
21 | Topics. They will use Custom Fields to store their article data. | |
22 | These Custom Fields can be configured on a Class by Class basis. | |
23 | Classes can be made available globally or on a per-Queue basis. | |
24 | ||
25 | =head2 Organization | |
26 | ||
27 | =head3 Classes | |
28 | ||
29 | Classes are equivalent to RT's queues. They can be created by going | |
30 | to Tools -> Configuration -> Articles -> Classes -> New Class. Articles | |
31 | are assigned to one Class. When you create Custom Fields for use with | |
32 | Articles, they will be applied Globally or to a Class, like Custom | |
403d7b0b | 33 | Fields are applied to a Queue in RT. |
84fb5b46 | 34 | |
403d7b0b MKG |
35 | A common use for Articles is to store frequently |
36 | used replies for requestors, like troubleshooting steps or how to sign | |
37 | up for a new account. When you insert Article text, you may or may not | |
38 | want to include the Article name and summary, in addition to the content, | |
39 | when inserting the Article in a reply. You can control this behavior on | |
40 | the Class configuration page. | |
84fb5b46 | 41 | |
403d7b0b MKG |
42 | Classes need to be Applied, just like a Custom Field, by using the |
43 | Applies To link on the Modify Class page (Tools -> Configuration -> | |
44 | Articles -> Classes, select the class to modify). You can apply | |
45 | them globally or on a queue-by-queue basis. | |
84fb5b46 MKG |
46 | |
47 | =head3 Topics | |
48 | ||
49 | You can also use Topics to organize your Articles. While editing a | |
403d7b0b | 50 | Class, there is a Topics tab for Class-specific Topics. You can create |
84fb5b46 MKG |
51 | global Topics from the Global tab under Tools -> Configuration. |
52 | ||
53 | When editing Topics, type the name (and optionally description) of the | |
54 | Topic, and then click the button at the appropriate location in the | |
55 | Topic hierarchy. This should allow you to build a tree of Topics. This | |
56 | tree of Topics should show up when creating or modifying articles in | |
57 | the class. These can be arbitrarily nested. | |
58 | ||
59 | Global Topics will be available for all Articles, regardless of their | |
403d7b0b | 60 | Class. Articles can belong to both global and Class-specific Topics. |
84fb5b46 | 61 | |
403d7b0b | 62 | Article topics can be set from the Modify screen for the article -- |
84fb5b46 MKG |
63 | simply select as many topics as you desire from the list at the bottom |
64 | of the screen. | |
65 | ||
66 | =head2 Custom Fields | |
67 | ||
68 | Articles don't have a single "body" section for each | |
69 | article. Everything is a custom field (except for name, summary and | |
403d7b0b MKG |
70 | some other basic metadata). So to put information on an |
71 | Article, you need to create some custom fields to hold the Article | |
72 | body and other data. When you create these new Custom Fields, set | |
73 | the Applies To field to Articles. | |
84fb5b46 | 74 | |
403d7b0b MKG |
75 | Once you've created your Custom Fields, go into your Classes, click |
76 | on Custom Fields, and add the Custom Fields you want to each Class. | |
84fb5b46 MKG |
77 | Alternatively, use the Applies To link from each Custom Field. |
78 | ||
79 | =head2 Creating Articles | |
80 | ||
403d7b0b | 81 | You can create an Article from scratch by going to Tools -> Articles -> |
84fb5b46 | 82 | New Article and then picking which Class to create the Article under. |
403d7b0b | 83 | You must have a Class to assign the new Article to. |
84fb5b46 MKG |
84 | The Summary, Description and Custom Fields will all be searchable when |
85 | including an Article and you can control what Custom Fields end up in | |
86 | your Ticket from the Class configuration page. | |
87 | ||
88 | =head3 Extracting an Article | |
89 | ||
90 | You can extract the body of a ticket into an article. Within RT, you | |
91 | should now see an "Extract to article" button in the upper right hand | |
92 | corner of RT's UI when working with tickets. When you click that | |
403d7b0b MKG |
93 | button, RT will ask you which Class to create your new Article in. |
94 | Once you click on a Class name, the Ticket's transactions will be | |
84fb5b46 MKG |
95 | displayed, along with a set of select boxes. For each transaction, you |
96 | can pick which Custom Field that transaction should be extracted to. | |
403d7b0b | 97 | From there on in, it's just regular Article creation. |
84fb5b46 MKG |
98 | |
99 | =head2 Including an Article | |
100 | ||
101 | When replying to or commenting on tickets or creating tickets, there | |
102 | is a UI widget that lets you search for and include Articles in | |
103 | your reply. (They're editable, of course). | |
104 | ||
105 | Articles can be included by searching for them, knowing the Id of the | |
403d7b0b | 106 | article, using the Article Hotlist and using the Queue-specific |
84fb5b46 MKG |
107 | dropdown. |
108 | ||
403d7b0b | 109 | =head2 Queue-Specific List of Articles |
84fb5b46 | 110 | |
403d7b0b | 111 | You can use Topics to organize a set of Queue-specific Articles. |
84fb5b46 | 112 | Simply create a global Topic called 'Queues' and then create Topics |
403d7b0b | 113 | under Queues named after each of your Queues. Within each Queue-named |
84fb5b46 MKG |
114 | Topic, create some Topics and then assign Articles to those |
115 | sub-topics. This creates a hierarchy like this: | |
116 | ||
117 | Queues | |
118 | \-> General | |
119 | \-> Topic 1 | |
120 | \-> Topic 2 | |
121 | ||
122 | If you are replying to a Ticket in the General Queue you will be | |
123 | offered a choice of Topic 1 and Topic 2 along with the searching. | |
124 | After choosing Topic 1 or Topic 2, you will be given a list of | |
125 | relevant articles to choose. | |
126 | ||
403d7b0b MKG |
127 | Alternately, you can now implement this by applying a single Class to |
128 | your Queue and using the L</"Article Hotlist"> feature described below. | |
84fb5b46 MKG |
129 | |
130 | =head2 Article Hotlist | |
131 | ||
403d7b0b MKG |
132 | The Modify Class page has a checkbox labelled "All Articles in this |
133 | class should be listed in a dropdown of the ticket reply page". | |
134 | If you select this for a Class, a dropdown will be available on the | |
135 | Ticket Create or Update page which allows users to quickly include | |
136 | Articles in this Class. | |
137 | ||
138 | The Class needs to be set up and Applied for the dropdown to appear | |
139 | (see L</"Classes">). | |
84fb5b46 MKG |
140 | |
141 | =head2 SelfService Interface | |
142 | ||
143 | If you grant the Unprivileged user group the right ShowArticle, they | |
144 | will get a Search box at the top of their interface. This allows users | |
403d7b0b MKG |
145 | to look through your Articles for answers to questions before creating |
146 | a Ticket. | |
84fb5b46 | 147 | |
403d7b0b | 148 | =head1 Configuration Options |
84fb5b46 MKG |
149 | |
150 | =head2 ArticleOnTicketCreate | |
151 | ||
152 | Set this to a true value to display the Article include interface on the | |
153 | Ticket Create page in addition to the Reply/Comment page (Create.html | |
403d7b0b | 154 | in addition to Update.html). |
84fb5b46 MKG |
155 | |
156 | =head2 HideArticleSearchOnReplyCreate | |
157 | ||
158 | On Ticket Reply (and Create if you set the above config var) | |
403d7b0b MKG |
159 | RT's Article system normally displays a search box and an include box |
160 | (for inputting an article id) and configurable dropdowns | |
161 | of Articles. These can be configured using Global Topics or | |
84fb5b46 MKG |
162 | on the Class page. |
163 | ||
403d7b0b MKG |
164 | If you set this to a true value, RT will only display |
165 | dropdowns and hide the search boxes. | |
84fb5b46 MKG |
166 | |
167 | =cut |