You might encounter an issue where the knowledgebase articles are not displaying correctly in the list view. This article provides information on how to resolve this issue.
Current Behavior: 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 examples shown in the image below.
This scenario usually occurs after an upgrade because custom changes you made in your templates should be restored after you upgrade your Kayako help desk.
Ideally, when you upgrade or reinstall your help desk, 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.
If you wish to upgrade or downgrade your Kayako help desk in the future, please refer to the article on Upgrading or Downgrading Your Kayako Classic Download Helpdesk.
To fix the knowledgebase articles not displaying correctly after an upgrade, follow these steps:
Go to the Admin Control Panel of your Kayako Classic instance.
In the Home tab, navigate to Templates and click on Templates.
Click on Knowledgebase to expand it.
Click on knowledgebaselist to open the template content.
In the template content, replace the following line
Click the Save button at the top to save the changes.