[277347] in TECHWR-L
Re: Snippets without a HAT
daemon@ATHENA.MIT.EDU (Robert Lauriston)
Wed Mar 5 13:43:47 2025
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From: Robert Lauriston <robert@lauriston.com>
Date: Wed, 5 Mar 2025 10:43:11 -0800
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https://www.w3schools.com/howto/howto_html_include.asp
On Wed, Mar 5, 2025 at 5:39 AM Hanson, Paul R <paul-hanson@uiowa.edu> wrote:
> 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.
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