<html><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">Hello, Jo. Topics can be very useful for organizing your articles. On the RTFM Documentation Intro there is a section on using topics to organize and group your articles:<div><br></div><div><a href="http://github.com/bestpractical/rtfm/blob/1d2d722dec013e3a1e55335a00c21b0ebeb8bed0/lib/RT/FM/Introduction.pod">http://github.com/bestpractical/rtfm/blob/1d2d722dec013e3a1e55335a00c21b0ebeb8bed0/lib/RT/FM/Introduction.pod</a></div><div><br></div><div>I know that when I use RTFM I create articles with a topic or topics for easier categorization later on.</div><div><br></div><div>Though I personally have not used this feature, topics may also be used to create a Queue-Specific list of articles. </div><div><div><div><div><br></div><div>From the RTFM intro:</div><div></div><blockquote type="cite"><div><span class="Apple-style-span" style="font-family: monospace; white-space: pre; ">Queue Specific List of Articles </span></div><div><pre><div class="line" id="LC85"> </div><div class="line" id="LC86">You can use Topics to organize a set of Queue specific Articles.</div><div class="line" id="LC87">Simply create a global Topic called 'Queues' and then create Topics</div><div class="line" id="LC88">under Queues named after each of your Queues. Within each Queue named</div><div class="line" id="LC89">Topic, create some Topics and then assign Articles to those</div><div class="line" id="LC90">sub-topics. This creates a hierarchy like this:</div><div class="line" id="LC91"> </div><div class="line" id="LC92">Queues</div><div class="line" id="LC93">\-> General</div><div class="line" id="LC94"> \-> Topic 1</div><div class="line" id="LC95"> \-> Topic 2</div><div class="line" id="LC96"> </div><div class="line" id="LC97">If you are replying to a Ticket in the General Queue you will be</div><div class="line" id="LC98">offered a choice of Topic 1 and Topic 2 along with the searching.</div><div class="line" id="LC99">After choosing Topic 1 or Topic 2, you will be given a list of</div><div class="line" id="LC100">relevant articles to choose.</div></pre></div></blockquote><div><div apple-content-edited="true"> <span class="Apple-style-span" style="font-size: 12px; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div><div>--</div><div>Cassandra Phillips-Sears</div><div><br></div><div>Office Manager</div><div>Best Practical Solutions, LLC</div><div><a href="http://www.bestpractical.com">http://www.bestpractical.com</a></div></div></div></span></div></span></div></span> </div><br><div><div>On Jul 30, 2009, at 2:23 PM 7/30/09, Jo Rhett wrote:</div><br class="Apple-interchange-newline"><blockquote type="cite"><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">So I've read the RTFM manual and I'm no clearer really on what purpose Topics provide. They don't see to add anything to the privileged user interface. Is this something that is used in the self-service interface?<div><br><div> <span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: medium; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: medium; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; "><font face="Helvetica" size="3" style="font: normal normal normal 12px/normal Helvetica; ">-- </font></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; "><font face="Helvetica" size="3" style="font: normal normal normal 12px/normal Helvetica; ">Jo Rhett</font></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; "><font face="Helvetica" size="3" style="font: normal normal normal 12px/normal Helvetica; ">Net Consonance : consonant endings by net philanthropy, open source and other randomness</font></div></div></div></span></div></span></div></span> </div><br></div></div>_______________________________________________<br><a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br><br>Community help: http://wiki.bestpractical.com<br>Commercial support: sales@bestpractical.com<br><br><br>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. <br>Buy a copy at http://rtbook.bestpractical.com</blockquote></div><br></div></div></div></div></body></html>