Managed Documents in Knowledge Base - how can I add to an Incident?

[Mickey_Cegon]

We want to upload Recovery Procedures to KB using Managed Documents, but it doesn't appear to give the same options as a regular KB article. The process we need to follow is to have all our Batch Recovery Procedures in Managed Documents create a KB article. Then, when the night operators have an event on a batch process, and create an Incident, they search the KB for the batch job name, and find the procedures. But, they want that article to attach to the Incident like the other KB articles do. When they search, all it does is find the doc, and open it in Word or Adobe, etc. Then, they have to save the doc to their PC, and attach it as an attachment manually. Is this how it's supposed to work? There's no ability for anyone to Flag the article as something to review from the KB either. I read all the wiki articles about setting up Managed Docs and KB, etc, and I didn't see anything regarding this.

Thanks,

Mickey Cegon

FBL Financial Group, Inc.

[Tony Collins]

If a knowledge article has multiple attachments, can we control/configure which attachment is 'used' when 'attachment link' is true?

[tltoulson]

Hi Anthony,

I am not 100% sure of this but the Attachment Link appears to download the "first" attached item.   If you remove the first item and reattach it, then it moves to the end of the line because it was attached more recently.   The second attached item becomes the "first" and will be downloaded.   In that way, you can control which one is downloaded by Attachment Link.   There may be a more direct way by manipulating the Attachment table / related list directly but you'd have to experiment with that to make sure you aren't introducing bigger problems.