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To clarify, we have a series of older KB articles which we use for quick responses to tickets.  These still work fine in tickets.  However, we wanted to add a new one the other day and, though it appears to be correctly formatted inside the KB admin page, when you go to add them to tickets, they show the HTML code rather than the proper formatting.

We've also discovered that our previous announcements are showing HTML code in them, where the same announcements didn't before.  Something seems to have changed.  We've tried taking one of the old quick responses and duplicating it, without altering it in any other way, and it also displays the HTML code.  But the original still inserts into the ticket normally.

We don't even want HTML.  We just want a basic statement, a line space, and then a "Sincerely, The Help Desk Team" as a signature on the next line.  But even writing the single word "test" will pull up a <p>test</p>.  In scouring this site, I've seen plenty of references to "just check the Markdown box and it'll work" type of thing.  But in all my investigation, I've never seen any such box.

What gives?
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Comments

  • Were you able to find a resolution to this? We are noticing the same behavior using the knowledge base similarly for template responses in tickets.
  • Nope. I can't get anyone to help with this. Our System Admin who's supposed to be managing Kace hasn't spent too much time on it, but he also couldn't figure it out. It's really annoying.
  • Same Here. All i see is something about the markdown box but have never seen it
  • was this issue resolved?
  • I have the same problem as atoss here. The "Use markdown" box has been removed (I'm on version 8.1.108). Kace changed the knowledgebase editor to include an HTML formatting widget - there's no longer a choice. The outgoing emails don't respect the format at all. Looks terrible and makes using the knowledgebase to insert answers into tickets unusable. I have to send separate emails (outside of Kace) in order for my users to be able to read the KB information. Kace: can you please have a look?
  • The easiest solution would be to just make the Ticketing system HTML markdown as well. I am not sure if KACE has separate teams working on the knowledge base portion and the ticketing portion, but making sure that you don't make a change to one that breaks functionality to another seems like a huge no-brainer... but this apparently was not the case.

    KACE - Just let me send tickets as HTML and insert Knowledge Base articles into tickets without losing all of the formatting!
  • Did you ever get an answer to this (no wonder I cant find the Use Markdown box if it has been removed). Trying to retain the formatting from KB article into the ticket

There are no answers at this time