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Removing sections appended from 'add as text' link from search knowledgebase report

Received Response
edited Aug 4, 2015 7:19AM in Agent Desktop 12 comments


Hi Guys,

Does any one know how to remove sections listed below from the answer details getting appended in message thread?

***** Summary *****

***** Question *****

***** Answer *****



  • Open/Create an incident
  • Click on search knowledgebase on messages tab
  • Search for any answer
  • Click on add as text

The answer now gets appended to the message thread. The answer contains the above mentioned sections which are of now use to me. I just want the answer text to be displayed. This is working as expected in one of our demo instance [Aug 2013] but not in production instance [may 2015].

Is there any setting/message template/message lookup which needs to be changed to achieve this?

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