KB Attach to incident

soren_bogvad
Tera Contributor

‎01-10-2018 11:55 PM

We are planning to use contextual search and the option to attach knowledge articles to incidents.

I have configured the attach button to 'embed link to article' but I'm wondering if it is possible to include a standard message when using the 'Attach' button and not just having it put in "Knowledge article KB0012345: [code]<p>Testing</p>[/code]" in the User comments field.

E.g

"Please see attached knowledge article to resolve your issue.
Knowledge article KB0012345: [code]<p>Testing</p>[/code]"

I know that the button is within a UI Macro and thereby read-only but perhaps there is some way around this.

Labels:
0 Helpfuls
  • 2,728 Views
5 REPLIES 5

allumounika
Kilo Contributor
In response to monisaac

‎01-09-2019 02:10 AM

Hi Monisaac,

We are planning to use contextual search and the option to attach knowledge articles to incidents.

I have configured the attach button to 'embed link to article' but I'm wondering if it is possible to include a standard message when using the 'Attach' button and not just having it put in "Knowledge article KB0012345: [code]<p>Testing</p>[/code]" in the User comments field.

 

E.g

"Please see attached knowledge article to resolve your issue.
Knowledge article KB0012345: [code]<p>Testing</p>[/code]"

 

I know that the button is within a UI Macro and thereby read-only but perhaps there is some way around this.  Now also i am facing this issue. Could please help me to solve this issue