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What Controls the View Answer Display in the Search KnowledgeBase Report on the Incident Workspace?

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edited Sep 28, 2015 5:06PM in Knowledge Management 1 comment

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Hello Everyone!  

I'm migrating one of our sites from Mail Files to Message Templates and I'm trying to get access to see what controls the View Answer page when an internal user selects an answer from the Search Knowledgebase report inside the Incident workspace.  I've included a screen shot of the page that I'm referring to. 

 

I'm not sure if it's a php file in the file manager section, or if it's controlled by our CP files.  I'd like to set up our message templates to match what we have now to avoid confusion for our agents.  

I really appreciate any ideas that anyone has!

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