Agent Workspace - Insert Link in Knowledge Article (Link List Missing)

[Andrew Twist]

In classic view (see attachment) our users were able to link to an attached document and had a link list field where the could select the specific attachment on the article that they wanted to link to.   In Agent workspace (see Workspace View Attachment) there is no link list field, users are only able to enter the URL which is not found by our article owners.   Is there a way to either a) have this link list visible in the workspace like it is in classic view or b) quickly find the attachment url in workspace

[Amit Gujarathi · Accepted solution]

HI @Andrew Twist ,
I trust you are doing great.

ou have two options to address this problem:

a) Display the link list field in the Agent workspace: To make the link list field visible in the Agent workspace, we can customize the workspace view by adding the required field. Here is an example of how you can achieve this:

1. Open the Agent workspace view configuration.
2. Locate the form section where the attachment is displayed.
3. Add a link list field to the form section, similar to the one present in the classic view.
4. Save the changes and publish the updated Agent workspace view.

With this solution, users will be able to see and select the specific attachment they want to link to, just like in the classic view.

b) Quickly find the attachment URL in the Agent workspace: If you prefer not to modify the workspace view, we can provide an alternative method to quickly find the attachment URL. You can use a script to retrieve the attachment URL based on the attachment's name or any other relevant criteria.

[Andrew Twist]

Thank you @Amit Gujarathi this is the solution.  We need do a patch first, but option A will work.  Thanks again!