How to add articles to a specific queue on Request Tracker

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

1. Go to Admin -> Articles -> Classes -> Create
2. Enter a Class Name and Description and click the Create button
3. Click the Applies to tab on the top right
4. Select the Queues you want this Article Class to apply to
5. Click the Submit button

Edit the queues for an existing Article Class

1. Go To Admin -> Articles -> Classes -> Select
2. Click on the Class you want to edit
3. Click on the Applies to tab on the top right
4. Make changes to which queues the class applies to
5. Click the Submit button

When you create a new Article select the appropriate Class to apply it to the correct queues.