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Knowledge Base: Documents and External documents?

Hi, 

we got a question from a customer regarding Documents and External documents under the Knowledge Base meny. It's not very intuitive what these are for.

What is the main purpose of these? How are they supposed to be used?

As far as I can see there is no way to add these documents when replying to a customer from a ticket. Is the idea here that "Documents" are for uploading internal documents, and "External Documents" are for documents that will get a publicly available URL?

RE: Knowledge Base: Documents and External documents?

Hi,

Yes, external documents are available externally with a URL. For instance, all images that you include in mailings are stored as external documents. It is not frequently used directly. But neither is Documents, which I guess was our early attempt for something similar to Sharepoint :-)

Sverre 

Af: Sverre Hjelm 18. nov 2019

RE: Knowledge Base: Documents and External documents?

Just a short input: 
You could use it to e.g. upload bootstrap/javascript-files if you create your own customer center, as these need to be available everywhere. 


//Eivind

Af: Eivind Johan Fasting 18. nov 2019

RE: Knowledge Base: Documents and External documents?

How to get URL for these external documents ?

Af: Ummair Tahir 3. jun 2021

RE: Knowledge Base: Documents and External documents?

The easiest way is probably to right-click the "download" button - and choose "copy URL". 

Af: Frode Berntsen 4. jun 2021

RE: Knowledge Base: Documents and External documents?

Programmatically they could be fetched like this:

SearchEngine seDocument;
seDocument.bypassNetServer(true);
seDocument.addField("external_document.attachment_id");
seDocument.addCriteria("external_document.deleted", "Equals", "0", "And", 0);
for(seDocument.select(); !seDocument.eof(); seDocument.next())
{
  String attachmentId = seDocument.getField("external_document.attachment_id");
  
  Attachment att;
  att.load(attachmentId.toInteger());

  printLine(att.getValue("name") + ": " + att.getDownloadUrl(true, false));
}
Af: Simen Mostuen Iversen 1. jul 2021

RE: Knowledge Base: Documents and External documents?

KB/External files are overdue for a Redesign

Af: Christian Mogensen 1. jul 2021