Does anyone know why the copy permalink link doesn’t take me to the latest published version of a KB article?

JBrown · ‎02-10-2021

Apologies if this has been asked already.

Is there a solution to this problem?

Thanks in advance for looking at this.

Maik Skoddow · ‎02-11-2021

Hi JBrown,

I find the solution for the "Copy Permalink" problem.

First of all explanation regarding the correct linking to the latest version of an article: https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/knowledge-management/refer...

You have to use the following format: https://yourbusiness.service-now.com/kb_view.do?sysparm_article=KB0010044

The problem is not the "Copy permalink" link, because it just takes the URL from browser. The problem is the "View article" UI Action, that generates the wrong link.

The UI Action leads you to the Script Include "KnowledgeUIActionSNC" which builds the wrong URL:

But the good news is, that you can overwrite the function viewArticle() at Script Include "KnowledgeUIAction" to build the correct URL.

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

View solution in original post

Maik Skoddow · ‎02-16-2021

Hi @JBrown ,

Did my reply answer your question?

If so, please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing!

Kind regards
Maik

Jeff137 · ‎05-02-2021

Hi Maik.

Could you elaborate how one could use KnowledgeUIAction to build the correct URL?

In my instance, I am trying to cause permalinks to always refer to the latest published version of an article unless there are only drafts, in which case to refer to the latest draft.

Kindest regards,

Jeff