HR Agent Assist Knowledge Link Issue (kb_view.do)

[Courtney Yurt_]

It appears that the OOTB functionality of the "Add link in email" and "Attach" actions within a related knowledge article result, is embedded with the [kb_view.do] page view. This is causing frontend employees to get redirected to the backend view of the article when it should be from the self-service portal [esc_kb_article_view]. 

Is there a way to change these action parameters?

 

[jference25]

Were you able to figure it out? I need to do the same thing. 

[Courtney Yurt_]

Yes, we created a client script under the Agent Workspace for HR Case Management application scope to achieve the redirect. 

Type = onChange

Field name = Additional Comments (Client Visible)

Script = 

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

    if (isLoading || newValue === '') {

        return;

    }

    if (newValue.indexOf("a title")>0)

        {

        g_form.setValue('comments', newValue.replace("a title", "a target='_blank' title"));

        }

    if(newValue.indexOf("kb_view.do?") > 0){

        g_form.setValue('comments', newValue.replace("kb_view.do?", "INSERT INSTANCE PAGE ID"));

    }

}