How can I use an Icon link to redirect to a ServiceNow page outside of the service portal?

[Maxwell3]

Hello,

I have the requirement to redirect the user to a specific KB category page when they click an icon link. 

I have located the URL of the KB category that I need to redirect to and I have entered it in the URL field of the widget. Unfortunately, when I click the Icon link, I get redirected to the service portal index page and not the KB category. I have verified that the link is correct when enter it in the web browser.

FYI: I am entering the full URL in the URL field of the widget.

I know the Icon link has the ability to redirect the user to an existing Service Portal page, but I want to avoid creating a new page within the Service Portal.

Thank you,

[Maxwell3]

I get the same results in my personal instance. I must be missing something.

[Maxwell3]

Hello,

I just wanted to give a quick update on the issue. The issue was not the link or my organization's set-up. I was in the Service Portal Designer, in preview mode. I had to get out of the Service Now Designer, the widget would not redirect me to the page unless I tested it in real time in the actual service portal. 

Thank you Allen,

[Allen Andreas · Accepted solution]

Hello,

Yea, I'm not sure where my other posts went or if you made another thread or something, but yes, as I had stated, using the URL and directing per the link should have worked.

It's unfortunate that you weren't even testing on the actual page...as I suggested to do, but instead was doing it in designer preview? The preview is just meant to give an outline of how the page would look, not functionality.

Please test in the actual portal going forward.

Thanks

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