Viewing a knowledge article in chatbot disables buttons
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Viewing a knowledge article in chatbot disables buttons


Article ID: 247662


Updated On:


CA Service Management - Service Desk Manager CA Service Desk Manager


When a given search within Aria will return knowledge search results, there will be four buttons presented along with the knowledge article icons and links. "Refine my search" "I want to talk to an Analyst", "I want to create a ticket" and "Thanks, I'm Done".

Initially, the buttons are live and accessible.  However, if the end user clicks on a presented knowledge article first to view the article content, then close the article, the aforementioned buttons grey out and become inaccessible without further options given.


Release : 17.3

Component : SDM - xFlow


the given functionality that was reported with the chatbot functionality and KB handling will be addressed in the forthcoming 17.3 RU17 update