How to create a dynamic clickable hyperlink?

[Fatima5]

Hello,

I have been given a story that when a notification is generated it has a link to the knowledge article that was used on the form. How would I go about doing that?

More details:

So it is a resolution email notification and its body is like so:

The Resolution details are as follows

Knowledge Article: ${knowledge_article_used}

they want the knowledge article to be populated by the knowledge article that was in the field "knowledge_article_used" and if it was not used then it should say n/a

Any help please

[ersureshbe]

Hi,

How are identifying the knowledge article used for each ticket? Any field shows the info?

Regards,

Suresh.

[Fatima5]

Hello,

yes there is a field on the form and it is called "Knowledge article used". It is a reference field.

What they want is that when the case is resolved, the notification email that is generated will have that information in it...so once you resolve the case, a notification is made and it has this in its body

---------------------

The Resolution details are as follows

Knowledge Article: ${knowledge_article_used}

---------------------------

What they want is that the article used should show in the email as a clickable hyperlink. Any way to do that?

[ersureshbe]

Hi,

Yes you should use email script to achieve your requirement. You should call the email script in your resolve notification template.

The link should route it to portal not platform view. To understand the link try open the knowledge article in portal view and check the address bar.

The url will be same for all knowledge article except sys'id. Each knowledge article having different sys_id. The sys_id should identify using the email script.

Please mark it correct answer if it helped.

Regards,

Suresh.

[Jorn van Beek]

you can use a mail script. To add link html tag with the correct link.

see here for more information:

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/script/server-scripting/concept/c_ScriptingForEmailNotifications.html