| Key: |
CHD-1643
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| Type: |
New Feature
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| Status: |
Resolved
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| Resolution: |
Fixed
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| Assignee: |
Unassigned
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| Reporter: |
Anders Wilson
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| Votes: |
0
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| Watchers: |
0
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Clone this issue
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If you were logged in you would be able to see more operations.
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Original Estimate:
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Unknown
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Remaining Estimate:
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Unknown
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Time Spent:
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Unknown
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| Value: |
2 - Significant Value
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| Marquee: |
Knowledgebase, Support Center
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Reintroduce permalinks and/or IDs for KB articles:
Background: We want customers to go to the KB, and look answers up themselves to get familiar with this way of working, instead of us pasting the contents in the ticket. We also want to be able to easily point to KB articles internally.
As I know the KB is quite different in 4.x vs 3.6 (where we used this), one idea is to reintroduce a visible article ID as a generic KB reference, ie a number.
In 3.x I could Skype my colleagues, "look at KB00567", and they could find it easily by using:
http://domain.com/cerb/knowledgebase...entry&kbid=567
I got the number in 3.6 by looking at the javascript link javascript:PopupResource(###), not this is gone.
My suggestion is to add a human readable ID to each article, show it in the article listing in the agent GUI, in the KB editor, in the KB search in "Reply" and also implement a "Go to article#" in the support center. If the ID is unique, it should work in any instance of the KB or support center. This way the permalink would not need to be a full URL.
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Comment by Joe Geck [03/Feb/10 09:46 AM]
Implemented in 5.0 RC2
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Permalink ID functionality for KB articles