Knowledge One "share article link" action switches case feed's email publisher from text to HTML and resets cursor location
Trailblazer Community

Knowledge One "share article link" action switches case feed's email publisher from text to HTML and resets cursor location

Activities , Sites , Knowledge , User Interface , Service Cloud Console , Summer 15

Last updated 2016-12-08 ·Reference W-2766040 ·Reported By 1 users

Fixed - Summer '16

When composing a text only email via the email publisher action within a case's feed in the console for service, selecting the Knowledge One widget's "Share article link" action causes the email publisher to unexpectedly switch to HTML and inputs the article link at the beginning of the email's body instead of the cursor's current location.

If composing a plain text only email, selecting "Share article link" should maintain the user's selection of text only and not automatically switch to HTML type. The desired result would be the input of a plain text version of the article's title and link at the cursors current location:

Public Knowledge Article Title Here - <Text URL address to public knowledge article here>

1. Setup and configure Knowledge One in the Console for Service and publish a Knowledge article to a site


2. Set your case feed page layout's feed view option, "Enable Rich Text Editor"

3. From a case's Chatter feed select the Email publisher and toggle it to text-only mode

4. Search for a locate the article created in 3. and click the article's action picker in the Knowlegde One widget and select the option to "Share article link"

Actual Results: The email message type is automatically changes to HTML and the URL for the article link is placed at the beginning for the email message instead of the cursor's last location.

Expected Results: The "Share article link" action should not switch the publisher to a HTML email and the text-only version of the article's URL should be input at the cursor's current location.

In the case page layout's feed view options, select the "Require Use of Rich Text Editor" to prevent the use of text mode emails where the behavior occurs.

Or deselect, "Enable Rich Text Editor" to only allow composing messages in text-only format.

Alternatively, if users need to compose test emails instruct instruct them to use HTML mode when planning to include article links and switch the email mode to text-only once they are done composing the message.

Reported By (1)

Is it Fixed?

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