ServiceDesk

We would like to add documents (docx, pdf etc.) into the knowledgebase so that the user can open them.

It would also be great to add informational videos in the KB.

Anyone done this?

Anyone that can advise on how to create the best experience?

Do you mean inline/embedded into the actual KB article as an icon?

I agree this would be handy, but I suspect that it would be difficult to maintain in terms of version control.  For example if the document was updated you'll need to update the KB as well.  This might not sound too bad but if you have 100 KB articles then it becomes a nightmare.

You can embed videos using HTML.  If your video file is stored somewhere accessible as a URL then just drop this into the HTML for the KB entry - note this didn't work for me as the main article, only the KB entries underneath.

 You need to add some text...<BR><BR><EMBED type=video/wmv src=http://yourvideo.wmv autostart="false"> 

That gives you a nice little player inside the KB entry.  You have to have text in the entry or it won't save, hence the wording in the example.

 I just tried it, and it worked when the text is rendered as html but not as text.

It seems that ServiceDesk KB uses a mix of HTML and text viewers to show the KB articles!

Any other suggestions?

Hi,

I was able to add a youtube code using HTML code and a normal text, but there is a trick here.

1- Past your HTML code into the html tab

2- Save the article

3- Open the article and then edit it

4- Add your text

5- Save the article

If you added text and html code on the first time, for unknown reason the text will not save!!