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Topic

    Robert Chesches
    View Answer TemplateAnswered
    Topic posted September 5, 2019 by Robert CheschesGreen Ribbon: 100+ Points, tagged Knowledge Foundation 
    49 Views, 6 Comments
    Title:
    View Answer Template
    Summary:
    What is the template used by View Answer
    Content:

    Hi,

    I am using a .NET version of OSvC and Knowledge Base for answer (not using Customer Portal) and I need to customize the View Answer Template (attached print screen).

    What I mean by View Answer Template is the Template used to see the answer details when opening an answer (for example from Smart Assistant, when double clicking one of the answer, a template is opened (named View Answer) with all the Answer details (Id, Summary, Type, etc). Does anybody know where I can find this template? It is not a workspace nor a report (at least I did not find any).

    And while we're at it, does anybody know the template used for SmartAssistant and the report used when results of the SmartAssistant are returned?

    Thank you,

    Robert

    Version:
    19B
    Image:

    Best Comment

    Gursimran Singh Saini

    Easy. This is actually the "Answer Print" Message Template under "Print Pages".

    Comment

     

    • Mary Gilbert

      Hi Robert.
      Unfortunately, the ability to change that template doesn't exist.  I've seen some customers get creative and use a browser window in the workspace to access the KB/Answers, and others with agents that have both accounts and contact records--they use the contact records to access restricted KB info on the end user pages--so they essentially work both in the console and on with the end user pages at the same time.
      As for the Smart Assistant report, I don't believe it can be accessed or modified either.

      Both are good ideas for enhancements, so I would encourage you to submit them to Oracle for future consideration.

      --Mary

    • Christian Linke

      Hi Robert, unless there is a reason you don't have Message Templates enabled you should be able to edit that preview. Have a have a look at the instructions at https://cx.rightnow.com/app/answers/detail/a_id/5491

    • Gursimran Singh Saini

      Easy. This is actually the "Answer Print" Message Template under "Print Pages".

    • Robert Chesches

      Hi,

      Thanks for your answers, we have one thing solved, one still pending: where is the " ...template used for SmartAssistant and the report used when results of the SmartAssistant are returned?"

      Thank you,

      Robert

      • Gursimran Singh Saini

        You cannot access/change the SmartAssistant Report.

        Not sure what you mean by template used for SmartAssistant.
        Do you mean, the content which is copied over to a new Response Thread with 5 SmartAssistant Suggesstions?

    • Robert Chesches

      It seems there is no template for SmartAssistant, just the report that, it seems, cannot be edited.

      Thank you for your answers.

      Robert