Knowledge Articles Aren't Opening in Playbook on a Custom Workspace | Vancouver Release

[JamieNow]

Hi!

Thank you for helping me look into this.

Issue: I made a playbook and configured it to appear in my custom Workspace using UIB, but the knowledge article activities I configured aren't opening when I click on the "View Article" UI action.

Take a look at the screenshot below:

I've tried every configuration possible on Process Automation Designer, but nothing seems to work. Does anyone know where else I should go from here? Again, thanks for the hand!

[JamieNow]

Nothing yet. I've moved on with another implementation. This looks like it's a gap in ServiceNow's design.

[Trena Fritsche]

Hi, this reply is long after your original post, but I am having a similar issue with using the Show Knowledge Article Activity in Playbook activities.  It is displaying the Knowledge Article from a Definition form, where as I want it to display the user view of a Knowledge Article.  According to the information about that activity, it talks about being used from an Agent perspective, but I really need it to show the page kb_view.do and not the definition page of the Knowledge Article.  Anyone reading this have any resolution that I can use to show a page from an Activity inside of Playbooks?  Maybe I can create a custom activity to show the kb_view.do page using it's sys_id, but don't know how to begin doing this?  Any help for this out there?

[JamieNow]

I think ServiceNow slept on this one. In other words, it's not something that's possible.

[Trena Fritsche · Accepted solution]

Hello JamieNow,

I was able to utilize the IFrame Activity by duplicating it and calling it Custom Iframe and display a knowledge article in it.  It seems to be a quick workaround that will at least show the knowledge article and I added the Mark Complete action on the activity.  It would be much better to have an OOB activity that doesn't display all the functionality visible on a KB Article, but just the information in the Knowledge Article, but at least I was able to continue with the playbook.

[JamieNow]

I wish they had thought this through though. Creative circumvention!