[rt-users] refer users to an FAQ/KB?

[Jerrad Pierce]

On Thu, Mar 26, 2009 at 15:50, Roedel, Mark <MarkRoedel at letu.edu> wrote:
> Our helpdesk guys would like to insert a step into the ticket creation
> process that directs a user to a knowledge base or FAQ (bonus points if
> it can select some likely articles based on keywords in the request)
> before creating a ticket that would take any staff time.  (Or, as a Plan
> B, using the ticket creation autoresponse to suggest some self-service
> troubleshooting links selected from a knowledge base using keywords
> taken from the request.)

First inclination would be to play with remote/ajaxy custom fields as the
basis for setting the "subject" of the ticket...

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