The Parent Article Displays the Actual Article Template Structure When the Article is Viewed.
about 13 years ago
| Article no. 3760
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THIS ARTICLE APPLIES TO:
Knowledgebase 8.3.2 HF4
ISSUE DESCRIPTION:
The formatting or style applied in the article content shows different when viewed in Customer portal.
ROOT CAUSE:
This is due to an incorrect template structure format.
SOLUTION OR WORK AROUND:
1. Download the parent template being used.
2. Open the template in a Notepad.
3. View in notepad that the format is [[ArticleBody]] when it should be in the following correct format to display properly [[articleBody]]. i.e., change the letter A to lowercase.
4. Re-upload the template in place of the current template which is displaying incorrectly in the Admin & Customer Portal..
5. Initiate the Article Template transfer
6. Run the KBTemplateTransfer task.
7. Create a new version of the Parent article which was not displaying the content properly in the previous template. This issue will not occur again for all the articles utilizing this new uploaded corrected template.
2. Open the template in a Notepad.
3. View in notepad that the format is [[ArticleBody]] when it should be in the following correct format to display properly [[articleBody]]. i.e., change the letter A to lowercase.
4. Re-upload the template in place of the current template which is displaying incorrectly in the Admin & Customer Portal..
5. Initiate the Article Template transfer
6. Run the KBTemplateTransfer task.
7. Create a new version of the Parent article which was not displaying the content properly in the previous template. This issue will not occur again for all the articles utilizing this new uploaded corrected template.
AFFECTED SYSTEMS & USERS:
Knowledgebase 8.3.2 Hotfix 4 users
ADDITIONAL INFORMATION:
ESCALATION PROCEDURE:
If you have additional questions, please contact our Support team at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.