Hi All,
Currently in the incident form under the contextual search results there is a button at the end of each of the results "Attach"
This generates the following code into the additional comments on the incident.
[code]<a title='Printing CC.02 - the NEW CZ.03' href='kb_view.do?sys_kb_id=6d97e76e1ba2a150df309867b04bcbba' >KB0011825 : Printing CC.02 - the NEW CZ.03</a>[/code]
Once saved it looks like this on the incident form.
Which essentially generates the following hyperlink.
https://myinstance.service-now.com/kb_view.do?sys_kb_id=6d97e76e1ba2a150df309867b04bcbba
and that triggers a notification to the caller. The issue I have is that the url points the user to the ESS view of the KB article like this.
I want to change the URL that is generated so it looks like this
https://myinstance.service-now.com/sp?id=kb_article_view&sys_kb_id=6d97e76e1ba2a150df309867b04bcbba
So that when the caller gets the link it will direct them to the Service Portal View like this.
Would be great to know how or where can I change this and what to do?
As a secondary option I would like to keep the original URL and paste it to work notes as a link for the ITIL user\role and also post the Service Portal URL to the additional comments for the caller.
Whatever help you can provide I would be grateful.
Thanks
Phil
I would like to change the URL/Hyperlink so
