Knowledge article link in agent assist - need to redirect to portal view
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-01-2023 10:39 AM
Hi,
In the HRSD cases, we have agent assist. In agent assist we link a KB article to the HR case.
We have a URL to KB article to view, when clicked on the link, currently it redirects to backend view of KB form.
Currently:
/now/nav/ui/classic/params/target/%2Fkb_view.do%3Fsys_kb_id%3D3e4470a64761b11061576949736asdads
Ideally:
/esc?id=kb_article&table=kb_knowledge&sys_kb_id=3e4470a64761b11061576949736d1234
Even Better:
/esc?id=kb_article&sysparm_article=KB00XXXXX
Any help / suggestion is much appreciated.
Thanks!
Akila
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-05-2024 08:39 AM
Hi @Akila reddy1 , did you ever get a solution for this problem?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-07-2024 01:41 PM
Hi @Akila reddy1,
Found these two, hopefully some help to your question:
or
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0868501
Markus Nilsson
+46709389974
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-08-2024 01:36 PM
Hi @Markus Nilsson , the links you provided are for "attach" search action but the search action in question is called "add link in email"
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-19-2024 05:26 PM
Having this same issue. Not ideal - seems like an oversight from SNOW. If you are already within the Employee Center portal, why would you want to leave it? Should be esc by default.
