Ok, so I answered some of my own question. After much testing, I have determined that:
If you are on the "Resolve ticket" screen (i.e. Update.html?Action=Respond&DefaultStatus=resolved&id=X), the page includes a hidden form field named aptly "<Ticket ID />-RefersTo". * If you choose an RTFM article from the drop-down menu, click the "Go" button, the text box does get populated with the text of your RTFM custom article, but the value of the hidden field does not change, NOT establishing a relationship from this ticket to the RTFM article. * If you search in the field labeled "Search for RTFM articles matching" and click the "Go" button, then click the "Go" button next to the subject of a matching RTFM article, the hidden field DOES get populated, with text looking something like: "fsck.com-rtfm://mydomain.com/article/<article id />", which, of course, establishes the relationship between the ticket and the RTFM article when you post your response using the "Update Ticket" button. * For completeness, if you use the "Include RTFM article:" field, it also does NOT populate the hidden RefersTo field. Not sure if this qualifies as a bug, but it sure seems like one, since the middle process ends in what I would expect (and hope for!) so that we could report out on numbers of tickets resolved with the same canned response -- another easy way of seeing how frequently a given problem is causing our team a headache. I would expect that using an RTFM by any of the three means would end in tying the response to the RTFM article via the RefersTo field. Along these same lines -- can someone point me to something that would allow me to change the formatting of responses such that RTFM articles aren't always included at the top of the response? This is especially important when there is the initial user inquiry and respondant's signature below. Thanks for any insights here. I am happy to document any improvements/changes we end up making for the next person. 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