We have a button that points to a knowledge article in our Incident Self Service form instructing on how to complete the form. The button opens in a new browser tab and not a new tab within HEAT. This is what I use:
The difference is the CommandId. Yours says "Open&Tab", mine says "ShowKnowledgeArticle&Id".
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Hi Susan, Thanks for the reply. We have also been able to use a command to open the article in another browser but this isn't the result we are looking for. I think what's more confusing for us is that the Help Files seems to suggest that opening in a tab is supported.
Ah, sorry. I misunderstood your post.
By adding the querystring parameter frameless=true you can avoid having the application frame within the application frame, and the knowledge article will load, but it reuses the service catalog tab, so it doesn't meet your goal. Perhaps your only workaround is to open another tab in the browser. This can also be achieved by adding the target="_blank" attribute to the 'a' tag of your instruction hyperlink.
I think what you really want is the functionality that the command buttons offer you, This would be a great idea for a feature request -- Adding the ability to have command buttons in the request offering's Form Designer Tools toolbox.
This is what we were able to get to work. The only issue is that it will only show articles that are in the Customer Knowledge Collection. Do you know of a way to show other articles as well? We want to be able to send a link to our IT teams in an email and have them open the article from the IT Knowledge Collection.
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It's only showing articles in Customer Knowledge because the URL specifies Self Service.
If you're just looking for a direct link to a knowledge article, then just add the "Bookmark" control to your Form view of the knowledge layout in the Admin UI.
You will then be able to get the URL of any article to email out to whom ever you wish, which will look something like this:
Keep in mind, however, permissions still apply. Even if you send out the link, if all they have access to is SelfService, then they will only be able to see articles published to Customer Knowledge.
Hope that helps!
Thanks Susan. This worked perfectly. I appreciate your help.