Managing articles in RT

How to use articles?

• Link for ordering articles in your queue

If you have questions or need assistance regarding the questions in the form, please contact us.

It is best to read through the guide here first, so you are somewhat familiar with the functionality before you fill out.

Overview

You can find an overview of articles in the menu Articles -> Overview. 

Here you will get an overview of the most recently created and updated articles that you have access to.

In the upper right field (1) you can perform a quick search on articles in classes you have access to.

In the lower right field (2) you can create new articles in the desired class. See the explanation of classes further up in this guide. 

 Creating an article

1. Navigate to Articles -> Create 

   

    

2. Select the class to which the article should belong in the window that pops up 

   

    

3. Enter the Name of the article (1), check to activate it (2), enter content (3) and optionally associate it with a topic (4). When you're ready, click on Create (5).

   

Editing articles

Normally, editing and deletion will be reserved for case handlers, as it is easy to accidentally delete something. Note that there is no way to recover articles once the accident has happened!

First, you need to find the correct article, there are several ways to do this: 

• You can find the correct article in the overview under Articles -> Overview
• You can search for the article under Articles -> Search
• You can browse to the article via the subject list under Articles -> Topics

Inside the article, you will see the option Modify in the top menu. Click on this, make the necessary changes, and click on Save Changes  at the bottom right of the page.

To delete, you must uncheck Enabled and also click on
Save Changes  at the bottom right of the page.

Organizing articles

Classes

A class can be compared to a queue in RT, where articles are gathered in one place depending on the class they are created in. A class is also assigned a queue, making it available to case handlers during correspondence. 

It is possible to link multiple queues to the same class so that articles become available in multiple queues. 

Topics

When you fill out the order form to use articles, you have the option to specify a list of subjects to be used for sorting different articles into various categories called subjects. When creating an article, you then choose to associate it with a subject/category. 

You can navigate to articles via subjects by clicking on Articles -> Topics.

Then click into the class for which you want to see the subjects. 

Edit topic list

Case handlers have the rights to edit the subject list of a class.

1. Go to Admin -> Articles -> Classes -> Select 

   

    

2. Click into the class the subject list you want to edit is in:

   

    

3. Click on Topics  at the top right of the page:

   

    

4. Now you are in the menu where you can edit topics for the given class.

Using articles in correspondence

When you reply or comment on tickets, or create tickets directly in RT, you will see a field that allows you to search for or include articles in your response. 

• the guide for case handlers here