[277346] in TECHWR-L
Snippets without a HAT
daemon@ATHENA.MIT.EDU (Hanson, Paul R)
Wed Mar 5 08:39:31 2025
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From: "Hanson, Paul R" <paul-hanson@uiowa.edu>
To: TECHWR-L <techwr-l@techwr-l.com>
Date: Wed, 5 Mar 2025 13:32:04 +0000
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I'm curious if anyone has been successful implementing snippets with HTML pages without using a traditional HAT such as RoboHelp or Flare. It seems the new ITSM tool we are going to be using for our Knowledge Base allows me to write the Knowledge Article using HTML code. However, the tool doesn't have a way to create a snippet and then reference that snippet in each KA. The use case for this is that after we have added 100 KAs to our Knowledge Base with the contact info for the Help Desk at the bottom of every KA and (for some unknown reason) "Help Desk" is renamed to "Service Desk" or if the phone number changes, the way to update those 100 KAs would be to change the info in the snippet and then all 100 KAs would be updated. The alternative, without a snippet, is that someone would have to edit the contact info for each of those 100 KAs manually.
Thanks you for any tips / ideas / suggestions (other than don't use that ITSM tool <grin>)
Paul Hanson
Senior Technical Writer
University of Iowa Health Care Information Systems
Coralville, IA 52241
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