Service Desk - Knowledge Module - Linking to a Knowledge Article

[Anon Anon]

Is there a way to link to a knowledge article from inside a catalog form? Example: In my catalog form, we are asking the requestor to supply their full computer name. We have a knowledge article (in Service Desk) that explains how to find the computer name. Can we link to that article?

[Kyle_R]

rhonda1020 wrote:

Is there a way to link to a knowledge article from inside a catalog form? Example: In my catalog form, we are asking the requestor to supply their full computer name. We have a knowledge article (in Service Desk) that explains how to find the computer name. Can we link to that article?

Hello rhonda1020,

Do you mean that you wish to know the URL of a Knowledge Document, so that you may point to it from other applications/web pages?

If so, at the top right of each knowledge document is an "Email" option where you may email a "Link" to yourself, and then use that link as the basis in the other application.

Or from a Service Desk 12.1 example of using PERSID as a link:

-----------------------
A sample of the URL used to access a KT document directly is:
http://<<SERVER>>/CAisd/pdmweb.exe?OP=SHOW_DETAIL+PERSID=KD:******+HTMPL=kt_document_view.htmpl+open_mode=2

Eg http://ServiceDesk/CAisd/pdmweb.exe?OP=SHOW_DETAIL+PERSID=KD:400001+HTMPL=kt_document_view.htmpl+open_mode=2
-----------------------

Let us know how you go. Also the version of Service Desk Manager.

Thanks, Kyle.

[Anon Anon]

That worked! Thanks Kyle!!

[peterbechlutzka]

CA SDM 12.6

Hi
I am trying to figure out a variable URL code to include along with the notification send to an "Affected End User", when his/her ticket has a linked knowledge solution (Type: KT Solution Linked).

I'll try to explain the scenario:
1. Analyst opens a ticket and searches knowledge
2. Analyst accepts a KB article as solution
3. An e-mail is send to the "Affected End User"
4. KB description is inserted along with a summary of the solution in the e-mail

BUT: There is no direct link to the KB article/solution... - only to the ticket.

I WOULD LIKE TO: Present a direct link to the KB article/solution for the "Affected End User"
I've tried to use the same code present in the notification for published KB documents (Link: @{DOC_ID.web_url_view}), but it doesn't seem to work in an Incident/Request notification.

The htm(p)l code I've used is:
<FONT color=#000000 face=arial,helvetica,sans-serif>@{DOC_ID.web_url_view}</FONT>

I am looking forward to Your replies.


Thans in advance
Peter Bech-Lutzka

[System]

Thanks for all your help on the board Kyle!