Overview
You might encounter an issue where the knowledgebase articles are not displaying correctly in the list view after a software upgrade.
When you click on a category in your knowledgebase, articles are displayed in full like the examples shown in the image below.
Expected Behavior: Articles should only display with their title and short excerpt like the example shown in the image below.
This scenario usually occurs if templates from your old installation were not restored to the new installation after an upgrade. Custom changes you made in your templates should be restored after you upgrade your Kayako Classic helpdesk.
In the future, please refer to the Upgrading or Downgrading Your Kayako Classic Download Helpdesk article for information on how to properly perform an upgrade.
Solution
You have two options to solve this issue - restore your old templates or manually configure the 'knowledgebaselist' template.
A. Restore your old templates
Ideally, when you upgrade or reinstall your helpdesk, you need to back up and reinstall any template modifications you have made. Please visit the Managing Your Template Modifications article to learn more about this topic.
B. Configure the 'knowledgebaselist' template
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Go to the Admin Control Panel of your Kayako Classic instance.
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In the Home tab, navigate to Templates and click on Templates.
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Click on Knowledgebase to expand it.
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Click on knowledgebaselist to open the template content.
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In the template content, replace the following line
<div class="kbarticletext"><{$_knowledgebaseArticle[contents]}></div>with
<div class="kbarticletext"><{$_knowledgebaseArticle[contentstext]}></div>.
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Click the Save button at the top to save the changes.
