URL link in a Knowledge article

[PatriceL]

I have a list (preconfigure report) that I want to use as a link in a Knowledge Article.

Here is the link :

- https://investpsp.service-now.com/nav_to.do?uri=%2Fincident_list.do%3Fsysparm_clear_stack%3Dtrue%26s...

I am able to enter the whole link in the URL edit box and save it but ... When I edit the field again, nothing has been saved. The result is that I am not able to save that link in my Knowledge article.

Does anyone have any ideas on what is the problem?

[Tanushree Maiti]

Hi @PatriceL 

If you are editing a published Knowledge article and the versioning feature is turned on, you cannot save changes directly to it.

Click Checkout on the published article form to create a working copy, make your changes, and then click Publish.

Refer: Knowledge Management FAQ

Edit a knowledge article 

[vaishali231]

Hey @PatriceL 

This is typically caused by the Knowledge editor sanitizing the URL before it is saved. The nav_to.do link contains an encoded uri parameter, which some editor versions or HTML sanitizer configurations may strip when the article is saved.

Instead of using the nav_to.do URL, try using the direct list or report URL, for example:

https://<instance>.service-now.com/incident_list.do?sysparm_query=...

A few things to check:

1. Copy the URL after the list/report has fully loaded, rather than the nav_to.do link.
2. Test with a simple URL (e.g.,  https://www.google.com). If that saves correctly, the issue is specific to the nav_to.do URL.
3. If you have access to the HTML source, verify whether the href attribute is being removed after saving, which would indicate HTML sanitization.

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If this response helps, please mark it as Accept as Solution and Helpful.

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Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb