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Scripting Question


Is it possible to use HTML in KB articles to enter data into a comment?

01/22/2020 182 views

We have been taking steps to add HTML formatting to several Knowledge Base (KB) articles in KACE SMA 9.x hoping this will improve readability and also speed up ticket comments for technicians when they are doing frequently performed, standardized updates to tickets (e.g., I used this part, this device was given as a loaner, and we 'X' days until the part comes in for repair, etc.). While I know that 9.x has some big limits in terms of how it handles HTML, but I am wondering if trying to incorporate checklists, radio buttons, or text fields to be saved in the ticket history upon comment submission is a lost cause or whether this endeavor could hold water. I realize that doing this normally requires some scripting (e.g., javascript or PHP, etc.), so is there anyone who has done something like this and if so could you share your best practice approach for doing this? Am I looking at handling this through a 3rd party application or can this be done within KACE SMA through custom ticket rules or else by reference to an outside script that processes this information and returns it to KACE?

Eventually, our goal would be to do something like chaining the submission of the entered data in these KB articles to create form data in a department-shared Google Sheet (or Excel spreadsheet). Also, if there is a more elegant way to bridge KACE ticket updates to an outside source that we are not thinking about, we would also be interested in what others have used for this.

Thanks for the feedback and suggestions!

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