How to Create Internal Links in Knowledge Articles that Work Properly in Now Mobile?

Daniel Vieira
Tera Expert

‎06-30-2025 10:53 AM

Hi,

 

I’m creating Knowledge articles in ServiceNow and including hyperlinks (<a href>) that redirect users to other articles or record producers. These links work perfectly in the Service Portal, where I specify the exact URLs.

However, we also use these articles inside the Now Mobile app. When clicking a link in the mobile app, instead of navigating within the app, the link opens the portal UI externally (like in a browser), which is not the desired behavior.

My question:
How can I create routes or internal links inside the article body so that, when accessed in Now Mobile, the navigation happens inside the app and does not redirect users out to the portal?

Is there a best practice or supported way to link to other articles or record producers within Now Mobile content?

Thanks in advance!

0 Helpfuls
  • 336 Views
2 REPLIES 2

PratikshaKate
Tera Contributor

‎06-30-2025 11:23 AM

@Daniel Vieira This is what I was able to find when I searched. 

Can you try this and let me know if it works?

To make it work seamlessly in Now Mobile, you may need to make some adjustments to the URL as follows:

(Using sysparm_article): Replace the sys_id parameter in the URL with the sysparm_article parameter followed by the article number, as in: https://instance.service-now.com/kb_view.do?sysparm_article=KB0010001. 
 
If you need more dynamic linking, especially for complex scenarios or within widgets, you might need to implement more advanced customizations like UI scripts or UI pages to handle redirection based on the user's device. 
 
 
0 Helpfuls

Daniel Vieira
Tera Expert
In response to PratikshaKate

‎07-01-2025 02:34 AM

Hi @PratikshaKate ,

 

Thanks for your reply!

 

Your solution almost works — I can be redirected to another article, but it opens in a backend view, not in the mobile-native view. I can see the article in Now Mobile, but it's shown as if I'm in the backend (with edit options and the full form), instead of the clean native view you'd see when navigating through the app normally.

Do you know the correct mobile route or URL format to open the native mobile view in Now Mobile? I'd like to use something general that works across different record types — like Knowledge Articles, Record Producers, and other records in ServiceNow — without redirecting to the backend or the portal.

 

Thanks again for your help!

0 Helpfuls