Hyperlinks to knowledge articles not working from within Visio correctly

[KSpencer]

We have re-engineered our Major Incident process and I am attempting to hyperlink the corresponding knowledge articles to the specific steps within the Visio process map so that an employee can open the Visio process map and as they follow the process, they can click to the knowledge article on how to perform a specific step.  When you click the hyperlinked box in Visio, it opens the Instance homepage and not the article.  My computer defaults to IE (no Edge yet) when opening the browser.  I have verified that neither copying the browser url address nor the copy url function makes a different.  I also verified that when I put in word either link works correctly.   I'm hoping that someone has an idea on where my issue is and if there is a workaround?    Thanks so much for taking the time to read my issue. 

Kelly

[reginabautista]

Hi Kelly

I wonder if the url for the KB article is set incorrectly? Can you reply with the URL for us to investigate further? 

[KSpencer]

Sure thing, see below. 

IE browser url: 

https://cobankitsm.service-now.com/nav_to.do?uri=%2Fkb_knowledge.do%3Fsys_id%3Db7dd93a7137bef40aa7252722244b0ee%26sysparm_record_target%3Dkb_knowledge%26sysparm_record_row%3D1%26sysparm_record_rows%3D1%26sysparm_record_list%3Dworkflow_state%253Dpublished%255Eshort_descriptionCONTAINSMatrix%255EORDERBYDESCnumber

Copy url from servicenow gray menu bar:

https://cobankitsm.service-now.com/nav_to.do?uri=kb_knowledge.do?sys_id=b7dd93a7137bef40aa7252722244b0ee

Thanks!

[KSpencer · Accepted solution]

I figured it out by using the 'copy shortcut' option when right clicking on the service portal list view of the article I'm attempting to hyperlink to.  All hyperlinks now work correctly.  Hopefully this will help anyone that runs in to the same issue as myself. 

Thanks!