Article and Service Templates

Knowledge base article and service catalog description templates are a set of HTML content that you can save, then easily add to articles or service definitions. This article describes how to set up and use templates in both areas. Article templates and Service Definition templates are two separate lists, which are not shared between applications. 

Article and Service Templates are subject to the same HTML sanitization as articles and services. 

Using Templates

Anyone who can create or edit an article or service can easily access the templates that have been defined. The Templates menu will show on the editor toolbar. Within it, you can choose a template from the list, and it will add the template's content wherever your cursor is, without replacing any other text. 

Defining Templates

Templates are defined in the Client Portal, but the user must be granted the "Modify Article Templates" and/or "Modify Service Templates" security roles in TDAdmin in order to access the page. Once those roles are assigned, follow these steps to add templates and template categories. 

  1. Navigate to the Knowledge Base or Service Catalog in the Client Portal. 
  2. Select the Templates page on the lower navigation bar (on the right, next to Search). A list of existing templates will display. 
  3. Click +New Template to define a template. 
  4. Choose a Category for the template.
    1. This will display as the header in the Templates menu.
    2. If no Categories have been added, use the green + to add a new Category. 
    3. Think about the categories in terms of how article and service authors will use them. 
  5. Enter a Name for the template
  6. Optionally, enter a description. This will be available as part of the tooltip when hovering over a template in the templates menu. 
  7. In the Body field, define the template's content. You can use the formatting tools in the editor, or select the Source button to directly edit the HTML. 
  8. When you're done editing, click Save. 

Template Examples

Templates can be used to create a structure for the entire article or service, or can be used as a shortcut to including relevant formatting.

Note: All of the example templates end with the HTML for a new paragraph. This is included because it allows a user to click below the template and start typing with unformatted text outside of the template's content. 

<p>&nbsp;</p>

Bootstrap alert message 

This template will add a Bootstrap alert to the article or service, which can be used to call out attention to important content. 

Template 

<div class="alert alert-danger" role="alert">Alert: </div>

<p>&nbsp;</p>

Content 

Alert: 

Internal Instructions

This template provides an area designed for a link to internal documentation for use on a public article. Authors would be trained to add the template, then double-click the "this article" text to bring up the hyperlink editor and easily add a linked article inline in the text. 

Template

<div class="table-responsive">
<table class="table table-bordered" style="width: 100%;background-color:#f2f2f2">
    <tbody>
        <tr>
            <td>
            <h3>Helpdesk Consultants Only</h3>

            <p>Follow the instructions in <a href="https://www.teamdynamix.com">this article</a>.</p>
            </td>
        </tr>
    </tbody>
</table>
</div>

<p>&nbsp;</p>

Content

Helpdesk Consultants Only

Follow the instructions in this article.

 

KCS Article

This template is an example of a very simple KCS article shell. Depending on the types of articles you have, you may define one or many article format templates. 

Template

<h2>Issue</h2>

<p>&nbsp;</p>

<h2>Environment</h2>

<p>This article applies to&nbsp;</p>

<h2>Resolution</h2>

<p>&nbsp;</p>

<h2>Cause</h2>

<p>&nbsp;</p>

Content

Issue

 

Environment

This article applies to 

Resolution

 

Cause

 

Clickable Buttons

This template creates a clickable button which can be used to link to another area of the client portal or an external site. Once inserted, you can double click the text to edit the hyperlink and can double click the icon to edit the icon.

Template

<div class="row" style="margin: 5px"><a class="btn btn-primary btn-lg btn-block" href="http://status.teamdynamix.com/" target="_blank" title="TeamDynamix Systems Status"><span tabindex="-1"><span class="fa fa-ambulance fa-fw"></span></span>TDX Systems Status</a></div>

<p>&nbsp;</p>

 

Content 

100% helpful - 5 reviews

Details

Article ID: 62598
Created
Wed 9/19/18 5:13 PM
Modified
Wed 8/12/20 10:44 AM