On Thu, Aug 02, 2012 at 01:48:41PM +0200, Gunnar Gorges wrote: > Hi Martin, > > since you are talking about RTFM for RT 4.0.x I am not sure my comment > applies since I only have experience with RTFM and RT 3.8.8… It might help if > you posted your versions anyway. > > However: > I encountered the same problem some time ago until I was told that classes > should match your actual queues (e.g. queue-names). That did the trick for me.
Classes don't need to match your Queue names. In fact, on 4.0, you can apply Classes globally or per-queue regardless of the name. My guess is you were using the hack we had in 3.8 which mapped articles in a Topic to queues named the same as the Topic (this is no longer required in 4.0 because you can just assign the Class properly). > Of course you also need to asign at least now custom-field to that class > (classes -> basics -> "include custom field X"). I'm guessing this is his problem. It's covered earlier in articles_introduction.pod -kevin > > > Hello, > > > > When i tried to extract an article and get to the page where I should > > choose which field or transaction to use for the article, there´s only “–“ > > a dash within the dropdown menu. > > Have I missed something? > > > > I followed the docs from docs/customizing/articles_introduction.pod > > “You can extract the body of a ticket into an article. Within RT, you > > should now see an "Extract to article" button in the upper right hand > > corner of RT's UI when working with tickets. When you click that > > button, RT will ask you which Class to create your new article in. > > Once you click on a class name, the Ticket's transactions will be > > displayed, along with a set of select boxes. For each transaction, you > > can pick which Custom Field that transaction should be extracted to.”
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