[Rt-commit] rt branch, 4.2/articles-doc-updates-plus-fixes, created. rt-4.0.5-282-g09c73bb

Jim Brandt jbrandt at bestpractical.com
Wed Aug 22 08:53:47 EDT 2012


The branch, 4.2/articles-doc-updates-plus-fixes has been created
        at  09c73bb75fef0bec925b9b0704c5c7b988bcd395 (commit)

- Log -----------------------------------------------------------------
commit 09c73bb75fef0bec925b9b0704c5c7b988bcd395
Author: Jim Brandt <jbrandt at bestpractical.com>
Date:   Thu May 3 13:48:00 2012 -0400

    Documentation update plus some minor fixes.
    
    Updated existing doc.
    
    Moved the Modify search link down so it can be clicked. Tested
    in FF, Safari, Chrome, IE8 and it looks OK now.
    
    Added a better error message when you try create a new Article but
    you haven't created a class.

diff --git a/docs/customizing/articles_introduction.pod b/docs/customizing/articles_introduction.pod
index ea49b05..73b5c33 100644
--- a/docs/customizing/articles_introduction.pod
+++ b/docs/customizing/articles_introduction.pod
@@ -11,7 +11,7 @@ RT.  They are organized into classes and topics.
 The user interface to Articles is available from the Tools -> Articles
 menu.  Admin functionality can be found under Tools -> Configuration ->
 Articles.  Once configured, articles will become available for searching
-on the Reply/Comment page on tickets.  There are configuration variables
+on the Reply/Comment page on tickets.  There are L</"Configuration Options">
 to make Articles available on ticket creation.
 
 =head2 Basics
@@ -30,20 +30,24 @@ Classes are equivalent to RT's queues.  They can be created by going
 to Tools -> Configuration -> Articles -> Classes -> New Class.  Articles
 are assigned to one Class.  When you create Custom Fields for use with
 Articles, they will be applied Globally or to a Class, like Custom
-Fields are applied to a Queue in RT.  Each class also controls what
-information is included into a reply (such as the Class header and
-footer) and the Article.
+Fields are applied to a Queue in RT.
 
-Classes need to be Applied, just like a Custom Field by using the
-Applied To link.  You can apply them globally or on a queue-by-queue
-basis.
+A common use for Articles is to store frequently
+used replies for requestors, like troubleshooting steps or how to sign
+up for a new account. When you insert Article text, you may or may not
+want to include the Article name and summary, in addition to the content,
+when inserting the Article in a reply. You can control this behavior on
+the Class configuration page.
 
-hotlist.
+Classes need to be Applied, just like a Custom Field, by using the
+Applies To link on the Modify Class page (Tools -> Configuration ->
+Articles -> Classes, select the class to modify).  You can apply
+them globally or on a queue-by-queue basis.
 
 =head3 Topics
 
 You can also use Topics to organize your Articles.  While editing a
-Class, there is a Topic tab for Class specific Topics.  You can create
+Class, there is a Topics tab for Class-specific Topics.  You can create
 global Topics from the Global tab under Tools -> Configuration.
 
 When editing Topics, type the name (and optionally description) of the
@@ -53,9 +57,9 @@ tree of Topics should show up when creating or modifying articles in
 the class. These can be arbitrarily nested.
 
 Global Topics will be available for all Articles, regardless of their
-Class.  Articles can belong to both global and class-specific Topics.
+Class.  Articles can belong to both global and Class-specific Topics.
 
-Articles topics can be set from the 'Modify' screen for the article --
+Article topics can be set from the Modify screen for the article --
 simply select as many topics as you desire from the list at the bottom
 of the screen.
 
@@ -63,18 +67,20 @@ of the screen.
 
 Articles don't have a single "body" section for each
 article. Everything is a custom field (except for name, summary and
-some other basic metadata). So, you need to create some custom
-fields to hold the Article body and other data.  These Custom Fields
-should have "Applies To" be "RTFM Articles".
+some other basic metadata). So to put information on an
+Article, you need to create some custom fields to hold the Article
+body and other data.  When you create these new Custom Fields, set
+the Applies To field to Articles.
 
-Once you've created your custom fields, go into your classes and click
-on "Custom Fields" and add the Custom Fields you want to each class.
+Once you've created your Custom Fields, go into your Classes, click
+on Custom Fields, and add the Custom Fields you want to each Class.
 Alternatively, use the Applies To link from each Custom Field.
 
 =head2 Creating Articles
 
-You can create an article from scratch by going to Tools -> Articles ->
+You can create an Article from scratch by going to Tools -> Articles ->
 New Article and then picking which Class to create the Article under.
+You must have a Class to assign the new Article to.
 The Summary, Description and Custom Fields will all be searchable when
 including an Article and you can control what Custom Fields end up in
 your Ticket from the Class configuration page.
@@ -84,11 +90,11 @@ your Ticket from the Class configuration page.
 You can extract the body of a ticket into an article. Within RT, you
 should now see an "Extract to article" button in the upper right hand
 corner of RT's UI when working with tickets. When you click that
-button, RT will ask you which Class to create your new article in.
-Once you click on a class name, the Ticket's transactions will be
+button, RT will ask you which Class to create your new Article in.
+Once you click on a Class name, the Ticket's transactions will be
 displayed, along with a set of select boxes. For each transaction, you
 can pick which Custom Field that transaction should be extracted to.
-From there on in, it's just regular article creation.
+From there on in, it's just regular Article creation.
 
 =head2 Including an Article
 
@@ -97,14 +103,14 @@ is a UI widget that lets you search for and include Articles in
 your reply.  (They're editable, of course).  
 
 Articles can be included by searching for them, knowing the Id of the
-article, using the Article Hotlist and using the Queue specific
+article, using the Article Hotlist and using the Queue-specific
 dropdown.
 
-=head2 Queue Specific List of Articles 
+=head2 Queue-Specific List of Articles 
 
-You can use Topics to organize a set of Queue specific Articles.
+You can use Topics to organize a set of Queue-specific Articles.
 Simply create a global Topic called 'Queues' and then create Topics
-under Queues named after each of your Queues.  Within each Queue named
+under Queues named after each of your Queues.  Within each Queue-named
 Topic, create some Topics and then assign Articles to those
 sub-topics.  This creates a hierarchy like this:
 
@@ -118,38 +124,44 @@ offered a choice of Topic 1 and Topic 2 along with the searching.
 After choosing Topic 1 or Topic 2, you will be given a list of
 relevant articles to choose.
 
-Alternately, you can now implement this by applying a single class to
-your queue and using the L<Article Hotlist> feature described below.
+Alternately, you can now implement this by applying a single Class to
+your Queue and using the L</"Article Hotlist"> feature described below.
 
 =head2 Article Hotlist
 
-If you enable "All articles in this class are on dropdown on ticket
-reply page" option, there will be a dropdown on the Create or Update
-page which allows users to quickly include Articles.
+The Modify Class page has a checkbox labelled "All Articles in this
+class should be listed in a dropdown of the ticket reply page".
+If you select this for a Class, a dropdown will be available on the
+Ticket Create or Update page which allows users to quickly include
+Articles in this Class.
+
+The Class needs to be set up and Applied for the dropdown to appear
+(see L</"Classes">).
 
 =head2 SelfService Interface
 
 If you grant the Unprivileged user group the right ShowArticle, they
 will get a Search box at the top of their interface.  This allows users
-to look for answer to questions before creating a Ticket.
+to look through your Articles for answers to questions before creating
+a Ticket.
 
-=head1 Configuration options
+=head1 Configuration Options
 
 =head2 ArticleOnTicketCreate
 
 Set this to a true value to display the Article include interface on the
 Ticket Create page in addition to the Reply/Comment page (Create.html
-in addition to Update.html)
+in addition to Update.html).
 
 =head2 HideArticleSearchOnReplyCreate
 
 On Ticket Reply (and Create if you set the above config var)
-RTFM normally displays a search box and an include box (for
-inputting an article id) and configurable dropdowns
-of articles.  These can be configured using Global Topics or
+RT's Article system normally displays a search box and an include box
+(for inputting an article id) and configurable dropdowns
+of Articles.  These can be configured using Global Topics or
 on the Class page.
 
-If you set this to a true value, RTFM will only display
-dropdowns and hide the search boxes
+If you set this to a true value, RT will only display
+dropdowns and hide the search boxes.
 
 =cut
diff --git a/share/html/Articles/Article/PreCreate.html b/share/html/Articles/Article/PreCreate.html
index 49507d4..4a60f5f 100644
--- a/share/html/Articles/Article/PreCreate.html
+++ b/share/html/Articles/Article/PreCreate.html
@@ -59,4 +59,5 @@
 </ul>
 % unless ( $have_classes ) {
 <span><&|/l&>Permission Denied</&></span>
+<p><span><&|/l&>To create an Article, you must first create a Class and have access to that Class.</&></span></p>
 % }
diff --git a/share/html/Articles/Article/Search.html b/share/html/Articles/Article/Search.html
index f995d41..472a3e0 100644
--- a/share/html/Articles/Article/Search.html
+++ b/share/html/Articles/Article/Search.html
@@ -75,7 +75,7 @@
 % }
 
 <& /Elements/ListActions, actions => \@results &>
-<div style="float: right"><a href="#criteria"><&|/l&>Modify this search...</&></a></div>
+<div style="float:right;margin-top:15px"><a href="#criteria"><&|/l&>Modify this search...</&></a></div>
 
 % if ($articles->BuildSelectCountQuery =~ /WHERE/i) {
 <h2><&|/l&>Search results</&></h2>

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