Hello - Firstly, RT rocks. "Nice work!" to the fine folks at Best Practical. I have a workflow question related to RTFM articles and resolving RT tickets. I have googled and poked through the mailing list archives and haven't seen what I am looking for.
Can someone tell me what is the best practice to tie tickets to RTFM articles (mostly for later reporting)? I realize the "refers to" field offers this functionality (like doing "a:###"), but in terms of a good work flow, you'd have to keep a printed list of RTFM article IDs to make using that convenient unless I am missing something (which I fully acknowledge I could be). Is there an easier/better way to tie RT tickets to RTFM articles? I suppose I could always alter the resolve ticket screen to include the "refers to" field -- maybe this is the way to go? And maybe have this field populated when an RTFM article is chosen as the response. Again, the goal here would be that you could easily see how may tickets are related to a given problem (which was defined in an RTFM article in some fashion) by querying or looking in RTFM at a given article. Running: RT 3.6.6 RTFM 2.2.1 on CentOS 5.1 Apache 2.2.3 Thanks for any tips and I apologize in advance if I have overlooked something. Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com