Knowledge Article PDFs are not attached to outbound emails

When using the New Comment page, Knowledge Article PDFs for related Articles are not attached as PDFs even though the merge field is present in the email template. When using the standard Send an Email function with the same template (and the same case), the PDFs are included as expected.

May 28, 2020
Knowledge

Symptoms

Solutions

Workarounds are available and they are even advantageous in some ways:

Provide links to the Knowledge Articles in your public knowledge base (PKB), portal or community. "Give someone a fish and you feed them for a day. Teach someone to fish and you feed them for a lifetime." See for Including Knowledge Article Links to your Public Knowledge Base (PKB) in Emails for more information.
Our sample Visualforce email template (for advanced administrators and developers) allows you to precisely format and style PDF output, but development is required. This is not supported by Internet Creations, but we have provide a basic guide and sample code to get you started. Visit: https://ic.my.salesforce.com/sfc/p/300000000T9Bp2AT_AXcYjXWNI8Pqd.ovH2Mwng=

Status

This is a known limitation in Email to Case Premium due to a limitation in the Apex Single Email method.

Additional Information

http://boards.developerforce.com/t5/General-Development/Attaching-Knowledge-Articles-as-PDFs-in-Apex-driven-emails/td-p/208800

Title

Knowledge Article PDFs are not attached to outbound emails