I just finish doing this, use the documentation file @ /opt/rt4/docs/customizing/articles_introduction.pod when you create a CLASS mark the checkbox for "All Articles in this class should be listed in a dropdown of the ticket reply page"
make sure you set the group permissions to allow users to see&use the article in the dropdown menu as well for the custum fields used in each article. *--- Rabin Yasharzadehe* On Mon, May 14, 2012 at 6:46 PM, Max McGrath <mmcgr...@carthage.edu> wrote: > We just upgraded our test environment from 3.8.8 to 4.0.5. In 3.8.8, when > you resolved (or replied to, etc...) a ticket, we had the *Select an > Article to include* drop-down option that would use an Article from RTFM > and drop them right in the ticket. > > In 4.0.5, I am not seeing this option. When I'm resolving a ticket, I see > the *Search for Articles matching* and *Include Article:* options (which > I'm not exactly sure how to use either...), but no drop-downs. In each > Article class I have checked the *All Articles in this class should be > listed in a drop-down of the ticket reply page* option, but I am not > seeing them. > > I've checked in IE, Firefox and Chrome -- but no dropdown. Am I missing > something? I've checked the permissions -- I don't believe they are the > cause. > > Thanks! > -- > Max McGrath > Network Administrator > Carthage College > 262-552-5512 > mmcgr...@carthage.edu >