Knowledgebase Tickets -> Option to link to knowledgebase article rather than insert contents

[EAGER]

Hi,

would like to have a "Attach File" Option within the "Add. Notes" for a ticket.

For example I want to add a screenshot or a script to the ticket which only staff members can see as with the notes.

Thanks
Ed

[Intrepid_Soul]

I have seen several threads dealing with the fact the system doesn't translate the WYSIWYG knowledgebase articles into tickets well. I have seen it and infact it's not good on several of our older articles that were heavily coded in HTML.

Also we have solutions with pictures, the links to pictures don't come through then, so its even more confusing.

Instead of posting the KB article, what if it simply said:]

"The solution to your issue can be found here: <%KBID#>"

Where it would send a link that the user could then see the way nature intended it?

[internut33]

I like this idea instead of pasting in the actual knowledgebase article

[eiden]

Yeah, so do I. This way, the customer perhaps "discover" our knowlegdebase, and this could save us from future unecessary questions from the customer.

[shed49]

I agree, this would be great!

[cthorpe]

I would like to be able to attached a file to Add Notes for the staff to view/open in the Ticket without the general users viewing or opening the file attachment.

Thanks,
Christopher

[Brent]

Is there an answer to this by chance I need to be able to add attachments via NOTES so the end user/client does not see the attachment but the staff can view them...

Also is there no way to select multiple Staff members in the VISIBLE TO selection?

I really need to be able to send notes to specific staff but that is more than one staff member or ALL staff members..

[richm]

Whether through notes or some other functionality, adding attachments to users and groups would be a huge help in our environment. We have detailed documents (visio, excel etc.), on client environments that are currently saved on network drives so it would be great to open up directly from the an user in a group!

Rich

[Brent]

I placed this in a ticket to support today and have been told there is no way to do this at all..

This is a major issue for us as we cannot reply to tickets with the attachments because we do not want the ticket to go back to the end user with the revisions made..

This would be a HUGE HUGE plus if this could be implemented...

I would even pay for this option

Are their any plans for this in the next version?

Also I have to say the other feature that needs to be looked at is assigning notes to multiple staff members and then as the creator actually being able to see the note you created and sent it a huge issue... at least for us.. why you cannot see the note you sent to a specific is beyond me as to why only that staff member can see it....

[Jamie Edwards]

Requests merged together.

[gmessler]

I would like to be able to easily add a link to a kb article instead of slopping the text into the ticket reply.

Upon clicking the add kb in the reply section of a ticket you should have the option of attaching the article(s) as a pdf or including a link. The link should be inserted as the article name (clickable).

The way I currently do this is:
1) open client support center
2) find the article
3) copy the url
4) go back to SCP
5) click paste to put the link into the reply (however, the link is sloppy looking)

[Jamie Edwards]

Will be implemented in Version 4.