RTFM
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RTFM
RT uses a system called RTFM to create and store standard responses to Frequently Asked questions. These are called 'Articles' in RT. An article can be used when replying to or resolving a ticket.
Classes of Articles
Articles are grouped into 'classes' - a class broadly corresponds to a Queue. Classes are defined to organize and categorize tickets. Examples of classes - say for the computing department - could be:
- it-accountrequests
- it-podcasting
- it-videostreaming
- it-formletters
Creating a new Article
From the left hand menu click the RTFM link:
- Click Articles
- Click New Article - available 'classes' that you have permission to alter will be displayed.
- Click the class in which you wish to create a new article.
- Add the Article name, summary and text in the appropriate boxes.
- Click Save Changes
Creating a new Article by 'extracting' from ticket correspondence
It is possible to create new articles from existing ticket correspondence. This could be useful if you have a 'new' question to which you've written a response that you feel is worth saving to use again.
- Against the ticket that has the correspondence you wish to save, click 'Extract Article' from the top menu.
- Click the 'class' in which you wish to create the new article.
- Use the drop-down menus to select those transactions you want to extract into a new RTFM article - select FAQ from the drop-down menu for the transaction that you wish to save.
- Click 'Create'.
- Now add a Name for the Article, and amend the summary and body of the article as required.
- Click 'Save Changes' when you are happy with the new article.
Updating an existing article
- From the RTFM menu on the left hand side, click 'Articles'.
- To find the article to update either:
- Click 'Overview' from the left hand menu. Overview listed most recently created and updated articles. If your article is listed, click Update, or click the ticket, then 'modify' from the left hand menu. If the article is not listed in the Overview, use one of the Quick search options on the right hand side to list all articles within a Class.
Or:
- "Search" for the article - clicking the Admissions class and Submitting Query will return all Admissions tickets. When you have found the article, click on the article you wish to amend.
- Click 'Modify' from the left hand menu.
- Make your changes and click 'Save Changes'.
Note: each article has a 'History' - so all changes made that article can be viewed
Searching for articles
RTFM has an advanced Search Interface similar to that for searching tickets. Search the name of the article, the body of the article, or using date criteria.
