On Wed, May 16, 2012 at 07:31:08PM -0400, Albertson, William (Rancho Cordova) wrote: > Then I get into article creation. I created a couple of custom fields > called "Body" [wikitext] "IP Address" [ip address] and "Attachment" > [one upload]. > > The problem I run into is that RT doesn't seem to differentiate > between different topic custom fields within a class's sub-topics. I > need to display IP address information for "hosts" articles, but don't > need to see that field for an explanation on our backup system. Am I > putting the cart before the horse for managing different article > formats?
Custom Fields are assigned per-class, not per topic. > It seems that the Articles feature of RT is limited to exactly one > type of article format per class, regardless of how many sub-topics I'm not sure what you mean by "Article Format". > you have underneath that class. From my testing, I would have to > create a class for every single article format type that I wish to use > (host manifest, host warranty, service overview would now all be > classes), which wouldn't work well with having nested topics > underneath. Then, my users would have to search for general keywords, > because now they would not be able to drill down nested topics easily > for topic specific information. Instead of drilling down through "Ops > -> Systems -> Hosts -> Warranties", they would have to know to select > the class "Warranties" to browse for host warranties, or know what > keywords to search for. The last two options aren't very desirable. There are global topics. It sounds like you want several classes and global topics applied across the classes. > Classes make up the root of Article topic trees, but I can't customize > articles in topic sub-trees. That seems very wasteful, so I'm guessing > that I'm missing something here. I looked up templates, but that seems > to be related to ticket fields (see, I'm an RT novice here, really). > > As I've read what few docs there are for the RT4.0.5 Articles feature, > I would appreciate a kind explanation on how article forms, custom > fields and topic nesting are *intended* to work. At this point, I'm > not sure if I need to either completely change how I am structuring > articles in RT, or I if I should instead install a wiki/dms and point > topic related article related items to that as links. Have you read the included article introduction docs? -kevin
pgp9eLjr22fSp.pgp
Description: PGP signature
