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Best Practices Question


Can you use variables in Knowledge Base articles?

04/08/2016 889 views
Is there a way to use fields from the K1000 service tickets in knowledge base articles? 

I've created a couple of simple knowledge base articles that I use when I notify H.R. that the A/D user account has been created. Since there are several people in the H.R. Department, I would like to use a variable for the requesting user's name in those articles. Something like:

"$Submitter, 
The new account you requested is complete. " 

Nothing fancy, just something a little more personal than "Occupant". And since I create a number of these on a daily basis, it would be a time saver for me. 

Any thoughts would be appreciated. 
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I don't think this works because the variables are only available as part of a ticket rule that sends emails. We had a similar situation and I created an asset type to store message templates. A custom ticket field shows the titles of the message templates. If a message template is selected then a custom rule emails the template to the user.

Answered 04/11/2016 by: chucksteel
Red Belt

 
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