How can you insert a hyperlink to a KB article in a Templated Snippet and have that link be functional in the response?

[kareng]

I have created a Templated Snippets and can insert the hyperlink to a KB article. Choosing the response, you can see the hyperlink and actually click into it as displayed in the Response. But, once you use the Copy Paste button and paste to the HR Case the hyperlink is deactivated. Anyone had success transferring the hyperlink to the case?

The intent is that the link be available via Customer Communication or in a response to the Customer

[Jordanne Halls · Accepted solution]

Hi kareng,

For more information on why this is occurring, please see this SN article.

To resolve this, include the following HTML formatting of the link on the template, replacing the URL and text as preferred. Please note that some of the coding disappears when you save the template, so you may want to trial to ensure this is appearing as you expect -

[code]<a href="https://EXAMPLE.COM" target="_blank">Click here</a>[/code]