If a customer answers NO in a customer portal question, I need to show or link to a specific knowledge base document that the customers (store) needs to read/perform before creating a ticket.
How do I do this?
Any examples?
thanks
Tony
I have tried using all available options . . . even the HTML
1.Create a label type of variable for this catalog item.
2.The Question of the label variable would be like
<a href="/kb_view.do?sysparm_article=KB0027143" target="blank"><font color="black">Click here to see the knowledge article</font></a>
(modify according to your need.)
3.Create an UI policy so that this label variable is visible when customer answers NO in the customer portal question.
EDIT: Mihir's answer is much better. I was not aware that functionality existed
Create a UI Macro and place this in the xml, adjusting the text/hyperlink as necessary:
<?xml version="1.0" encoding="utf-8" ?>
<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null">
In order for you to submit a work order to PriceBook, you must have performed a little troubleshooting yourself. Click <a title="here" href="https://google.com" target="_blank" rel="nofollow">here</a> to view the article
</j:jelly>
Next, create a variable on your catalog item with the type of Macro. Then, on the catalog item's Type Specifications tab, select the macro you just created.
Finally, create yourself a Catalog UI Policy that will hide/display this macro field when necessary.
Your results should be similar to the following images:
There are a few other ways to accomplish this, but this is the cleanest in my opinion.
As I'm new'ish to ServiceNow, I am trying yours. However I get this in the macro.
With this in the portal:
Any ideas?
