How to add articles to a specific queue on Request Tracker
Revision as of 10:05, 2 June 2023 by Ronaldo (talk | contribs) (Created page with "If you want to use articles as canned responses per queue, or even have a Knowledge Base per Queue, you can do that with the help of Article Classes. To add articles to a specific queue you need to create an Article Class and then apply it to the Queues that you want articles in that class to apply to. == Create an Article Class == # Go to Admin -> Articles -> Classes -> Create # Enter a Class Name and Description and click the Create button # Click the Applies to ta...")
If you want to use articles as canned responses per queue, or even have a Knowledge Base per Queue, you can do that with the help of Article Classes.
To add articles to a specific queue you need to create an Article Class and then apply it to the Queues that you want articles in that class to apply to.
Create an Article Class
- Go to Admin -> Articles -> Classes -> Create
- Enter a Class Name and Description and click the Create button
- Click the Applies to tab on the top right
- Select the Queues you want this Article Class to apply to
- Click the Submit button
Edit the queues for an existing Article Class
- Go To Admin -> Articles -> Classes -> Select
- Click on the Class you want to edit
- Click on the Applies to tab on the top right
- Make changes to which queues the class applies to
- Click the Submit button
- When you create a new Article select the appropriate Class to apply it to the correct queues.