Adding a KB article with a template

wizi · ‎11-23-2016

Hey guys,

I've been playing around with templates for repetitive incidents and I ran into an issue when applying templates.

Attaching a KB article is more or less a necessity for each resolved ticket, but templates don't seem to allow me to do this.

I've been using the "KB Articles used" field and while the template applies successfully and displays:

Set KB Articles Used to 345edc6adb8e62c40...

The article doesn't appear under attached knowledge and overall doesn't show in the incident.

Is there a different field that I should be using to basically replicate the "Attach to Incident" straight from a KB article?

Thank you in advance for your help,

darius_koohmare · ‎11-23-2016

You should do

Set KB Articles Used to 345edc6adb8e62c40...

but also in the additional comments of the template add the actual KB article content, e.g.:

[code]What is Spam? Spam has increasingly become a problem on the Internet. While every Internet user receives some spam, email addresses posted to web sites or in newsgroups and chat rooms attract the most spam.' <h2>Definitions</h2> The term "spam" is Internet slang that refers to unsolicited commercial email (UCE) or unsolicited bulk email (UBE). Some people refer to this kind of communication as junk email to equate it with the paper junk mail that comes through the US Mail. Unsolicited email most often contains advertisements for services or products, but very few reputable marketers use UCE to advertise. The most commonly seen spam includes the following: <ul><li>Phishing scams, a very popular and dangerous form of email fraud</li><li>Foreign bank scams or advance fee fraud schemes</li><li>Pyramid schemes, including multilevel marketing (MLM)</li><li>Other "Get Rich Quick" or "Make Money Fast" (MMF) schemes</li><li>Quack health products and remedies</li><li>Ads for pornographic web sites</li><li>Offers of software for collecting email addresses and sending UCE</li><li>Offers of bulk emailing services for sending UCE</li><li>Chain letters (see About chain mail)</li><li>Illegally pirated software ("Warez")</li></ul> To reduce the amount of spam you receive: <ul><li>Don't reply to spam</li><li>Be careful releasing your email address, and know how it will be used</li></ul>[/code]

When you use the [code] start and end tags it will take in HTML and render.

wizi · ‎11-23-2016

Thanks for the reply,

this renders the KB in the incident, but doesn't seem to display it under "Attached knowledge"

I've also noticed that even searching for it by "KB Articles Used" doesn't actually display the incident.

While searching for a KB article attaching it to incident, it seems to copy the HTML code in work notes and display in the ticket automatically, but even deleting these work notes and saving the ticket afterwards will make the KB article appear under "Attached knowledge" within the incident, despite it not appearing in the ticket.

I'd also note that I'm simply an IT Helpdesk agent and unfortunately do not have the access to create global templates, as well as admin access in general, if that helps troubleshoot the issue.

wizi · ‎11-25-2016

Still got the same issue, see image above. The KB Articles Used field doesn't seem to populate correctly, even after running the template, the ticket shows no KBs attached.

Also note that running the template changes the key to a hex number, not sure if this is intended or causing the issue.

wizi · ‎12-01-2016

Bump..

Is it not possible to attach KB articles with templates?

I thought this would be a simple question.