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,

[Allen Andreas]

Hi,

This may not change things, but please try just this:

nav_to.do?uri=%2F$knowledge.do%3Fbrowse_type%3Dcategories%26sysparm_kb%3D14c5af9fdb0eff40f825341f7c9...

Are you testing with a specific user? Do they have permissions to go to the back-end view?

I just tested this in my personal developer instance...

And it does at least bring me to my back-end view, knowledge area...so it does work:

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Maxwell3]

Thank you Allen,

Same thing happened, but I think there is something happening in the back end with my organization that is not letting me redirect to the back end page.

[Allen Andreas]

Hi,

I don't know what that means as far as "something happening in the back end with your organization". Are you the Sys-Admin for your company? If so, did you set up any redirect options? You'd have to give more information as far as what is or could be set, else, what I showed you does in fact work.

Please mark reply as Helpful/Correct. Thanks!

[Maxwell3]

OOn my personal instance, it redirects me to this blank page.

[Allen Andreas]

My developer instance is set up as default, barely anything changed.

And I too got a blank page for a second, and then it loaded.

So I'm unsure what to do here as I've showed you what happens on mine...and your link is a literal page...so if it's a correct link...it will take you there.

It's all based on the link...so again, if the link is fine (i.e. you paste that in your browser right now and it goes where you want it to...then it's right).

Thanks