How do I add a knowledge base document link in the customer portal?

Tony98 · ‎10-25-2017

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

Mihir Mohanta · ‎10-30-2017

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.

View solution in original post

jmiskey · ‎09-21-2018

Is there some trick to getting this to render as HTML mode? Try as I might, it simply returns the HTML code as a string.

Here is my variable:

And here is how it appears in the Service Portal:

jmiskey · ‎09-21-2018

I figured out a different way to do this.

I still am using a "Label" variable, but I check the "Show Help" button, and then just use "Insert/Edit Link" button in the "Instructions" section. There I can edit the URL and easily tell it to open in a new window.

Regarding why the other way wasn't working for me, I came across some other threads that mentioned updating some System property (some "escape_ui" setting, or something like that). So perhaps that is what you would need in order to use that method, but I really do not want to start messing with System properties anyhow, as that could have unintended consequences.

nm13 · ‎04-30-2019

This does not work. the entire HTML tag appears as it is.

jmiskey · ‎04-30-2019

[quote]This does not work. the entire HTML tag appears as it is.[/quote]

You must be doing something wrong. It works perfectly fine for me (see below):