[rt-users] what are RTFM Topics used for?

[Cassandra Phillips-Sears]

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:

http://github.com/bestpractical/rtfm/blob/1d2d722dec013e3a1e55335a00c21b0ebeb8bed0/lib/RT/FM/Introduction.pod

I know that when I use RTFM I create articles with a topic or topics  
for easier categorization later on.

Though I personally have not used this feature, topics may also be  
used to create a Queue-Specific list of articles.

 From the RTFM intro:
> Queue Specific List of 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
> Topic, create some Topics and then assign Articles to those
> sub-topics.  This creates a hierarchy like this:
>
> Queues
> \-> General
>     \-> Topic 1
>     \-> Topic 2
>
> If you are replying to a Ticket in the General Queue you will be
> 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.
--
Cassandra Phillips-Sears

Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.com

On Jul 30, 2009, at 2:23 PM 7/30/09, Jo Rhett wrote:

> 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?
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>
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