Links and Attachments


Inserting and formatting links to other Knowledge Base (KB) articles, external sites, article anchors, and attachments.

Critical Concepts

Steps to Take

There are two ways to get the URL link for a KB article:

  1. Use this link format and add the KB number at the end (replacing the zeros):


  2. On the article where you are adding the link and select the text which will be used as the link text.
    1. Click the Link icon Screenshot: Link Icon on the editing toolbar.
    2. On a separate page/tab:
      1. Open the customer facing Support Portal.
      2. Open KB article to which you wish to link.
        1. You can search by the KB number in the search bar or go into the Service Organization and browse through their catalogue. 
        2. Scroll down to the bottom of the article body and in the right corner click Copy Permalink

          Screenshot: Permalink button at end of KB article

        3. This link will copy the article's permanent link to your clipboard and include a unique 32 character identifier number at the end, which is not required but can be retained in your link. 
    3. Go back to the article you are creating/updating and paste complete permalink in the URL field.
    4. Verify link text is correct.
    5. Set Open Link in... type to Same frame (_self) for displaying article.
  1. Copy the URL of the page you wish to link to.
  2. In the KB, select the text to be used as link text, make sure that surrounding text lets reader know where target link is from and context for link.
  3. Click the Link icon Screenshot: link icon on the editing toolbar.
  4. Paste complete link in the URL field.
  5. Verify link text is correct.
  6. Set Open Link in... type to Top frame (_top) for displaying article.

Jump Links (Bookmark)

Follow these steps to add a link to jump to specific part of article, from within the article. 

  1. Put your cursor on the heading you would like to "jump" to and click Source Code <> icon.
  2. In the Source Code, locate the corresponding opening heading tag and enter an id.  Here are some examples:
    • <h3 id="name">
    • <h2 id="title">Source code showing header title
  3. Now you can make a link pointing to this ID.   Select entirety of text to be used as link text
  4. Click the Link icon Screenshot: Link Icon on the editing toolbar
  5. In the URL field, enter a # followed by the ID name (no spaces).  Here are some examples:
    • #name
    • #title
  6. Keep Target set to None (Use Implicit)

Attachment Download Link

  1. Before getting started, ensure that your source files have a descriptive file name - this should give a brief explanation of the resource 
  2. Select the paperclip / attachment icon on the top toolbar:  Screenshot: Top right toolbar
  3. Choose file(s) you would like to attach and close Attachments
  4. Click the Insert / Modify Link icon Screenshot: link icon on the editing toolbar
  5. Under Link List, select the name of your file
  6. The URL and Text to Display field should autofill
  7. If needed, enter alternative Text to Display giving reader a brief explanation of what will be downloaded 
    • Be sure to follow Link Text guidelines above

If you have any trouble creating or editing a Knowledge Base article, please contact the Service Desk by submitting a ticket or emailing