RTFM 2.4.0 Announced

Following the release of RT 3.8.1, Best Practical is happy to announce a new version of RTFM.  This version of RTFM is compatible with RT 3.4, 3.6 and 3.8.1 and higher.  It contains a number of integration fixes for 3.8.   

You can download the release from:

http://download.bestpractical.com/pub/rt/release/RTFM-2.4.0.tar.gz
http://download.bestpractical.com/pub/rt/release/RTFM-2.4.0.tar.gz.siz

Please note that RTFM 2.4 is not compatible with RT 3.8.0. If you are using RT 3.8.0, please upgrade to RT 3.8.1.

Updated Translation Templates

• This release includes newly updated translation templates.
• Patches are welcome to fill these in and update the existing translation for future releases.
• There are directions in po/README.

New Features and Changes

•   SelfService users can search for Articles
•   Global Topics
  • Queue specific article lists using Topics
•   Integration with 3.8
•   RTFM UI is now available during Ticket Creation (in 3.8.1 or higher only)

Corrected Bugs

•   Fixed cases where "Refers To" links were not correctly created when using an Article while Replying to Tickets
•   Better error handling in the display and creation of Links
•   Fixed sorting of Topics in the different views of Articles
•   Fixed display of Topics and Articles in the Topic view of the system
•   Many more cleanups

We're excited to be able to bring you the new features and improvements in this version of RTFM. If you need help deploying or upgrading RTFM, please don't hesitate to contact us at sales@bestpractical.com.

Comments

[Firth Davenport]

Is there a version of RTFM that will run on Windows?

[Cassandra]

@Firth: RTFM is built on RT. There isn't an installable RT 3.8 for Windows, though it runs great on Linux in VMWare.

[vadim]

What's the difference between Classes and Topics? i mean relationship, all i found about RTFM is 'draft' manual from 2003 :/

[Cassandra]

@Vadim: Classes are large categories or units. It's roughly equivalent to a queue in RT.

Topics are basically "what heading does this article fall under?" Your articles may have more than one topic.

For instance, a helpdesk at a university might have classes like "Stock Answers for Students," "Stock Answers for Faculty." Or a call center that got questions about many different computer programs via email might have something like "Program X Answers," "Program Y Answers."

Under a class, you might have various topics and assign these based on the content of the RTFM article.
In the university helpdesk example, perhaps you have topics "printer," "network," "monitor," "scanner," and "notebook" set up. If a question came in about a problem with a network printer, you may want to select the topics "network" and "printer" so that if another helpdesk tech wanted to send another user the answer to the same problem, it would be in both topics when searching.
For the call center, the information coming in might be users asking support questions or wanting to speak to someone in sales, so you'd want to define topics like "sales" or "support" in that case.

Hope the example was useful!