Using embedded URLs from HR Agent Workspace

Mike Kendhammer
Tera Contributor

‎10-19-2023 10:06 AM

 

Hello, 

Bear with me as this is the first time that I have posted to the Community 🙂 ...

 

We are currently in the midst of migrating from our Service Portal (sp) and HR Service Portal (hrportal) to the Employee Center Portal (esp).  And also going to have our HR agents use the HR Agent Workspace.   

 

We have a number of KB articles and other items such as variables, catalog items, etc. that contain embedded URLs that users can click to access other KB articles.  These embedded URLs contain references to the old portals.  An example URL would be like...

 

href="https://<oursite>.service-now.com/hrportal?id=kb_article_view&amp;sysparm_article=KB0022245"

 

We had been advised that we could alter the embedded link to the following... href="?id=kb_article_view&amp;sysparm_article=KB0033675" which in turn would open the article from the portal or page that you are currently in.

 

After performing a number of different tests, all seem to be working fine until we accessed a KB article that contains an embedded URL, one that has been altered to the format above, from the HR Agent Workspace.

 

Once clicking the embedded link, the system wasn't able to translate it and we were redirected to our homepage.

 

So, my question is, is there a particular format that a URL need to be when accessing within workspace that it would open into a new tab within the workspace itself (not a new browser tab)?  We could modify the href command to be

href="/esc?id=kb_article_view&amp;sysparm_article=KB0033675".  This works but it sends us out of the Workspace.

 

I have attached screenshot of our testing KB article and can provide screenshots or any additional info as necessary.

 

Thanks,
Mike

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Vanderlei
Mega Sage

‎10-19-2023 11:04 AM

Hi @Mike Kendhammer, try this


href="/esc?id=kb_article_view&amp;sysparm_article=KB0033675 target="_blank"

 

If my answer helped you, please mark my answer as helpful.

 

Vanderlei Catione Junior | LinkedIn

Senior ServicePortal Developer / TechLead at The Cloud People

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Mike Kendhammer
Tera Contributor
In response to Vanderlei

‎10-19-2023 11:55 AM

Hi Vanderlei,

I should probably clarify my ask..  We are looking for a 'universal' URL format where if one clicks an embedded link while visiting the Employee Center portal, the article opens in the Employee Center, while if one clicks on a link from the HR Agent Workspace, the article opens in the HR Workspace.

 

We thought we had it when using '?id=kb_article_view&amp;sysparm_article=KB#######', but that doesn't work if the like is clicked from Workspace.   It seems that to work in Workspace, it needs to be in a format like '/now/hr/agent/kb_view/kb_knowledge/...=KB#######'

 

Thanks,

Mike

I hope that helps...

 

Thanks,

Mike

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