Referencing (linking) Knowledge v3 articles - versioning problems

[alexlees]

Hi,

When using the option to link HR Catalog Items to Knowledge Items, if a new version of that article is published, the Catalog Item will still display the old article. This also happens when a reference field points to a specific article.

Is there a correct way to reference Knowledge Articles so that the latest version will be displayed / referenced? This works for workflows (if you update a workflow, you don't need to update any references) so I'm hoping I'm missing something.

Many thanks!

Alex

[mig]

Hi,

If the KB number is not changing then I would use the following link:

https://[your Instance].service-now.com/kb_view_customer_copy.do?sysparm_article=KB[your number]

[Chris D]

This is a quick and easy solution that works. Also works on the Service Portal.

I wonder if this could be made the default for opening links from within Knowledge... this would make it easier for users who are used to copying the address to share KB articles or link them elsewhere.

[mig]

Hello Chris,

we have out of the box at the bottom within each KB article a link called "Copy Link Address". THis copies the same link structure that I gave you above.

I hope this helps also.

Kind regards

Miguel

[Kiel Sanders]

Hi Alex

The preferred way to to link Knowledge articles to HR Catalog Items would be using the steps below.

1. Navigate to the record producer associated to the catalog item.   The easiest way is through the HR Administration > HR Services > Manage HR Catalog path in the nav bar and then clicking the "Edit catalog item" button that appears when hovering over a catalog item.
   
2. Add a new variable to the record producer.
   
3. Create the new variable as Type = Macro with Label.   The order number will determine where the KB Articles will appear on the page in relation to the other variables.   The Widget selected under the Default Value tab will be "HRI Catalog to KB Article Display".
   
4. Navigate back to the Manage HR Catalog module and click the "Manage KB articles" icon that appears when hovering over a catalog item.
   
5. Create new records on this table to assign the necessary Knowledge Articles to their respective Catalog Items.
6. Test your changes by navigating to your catalog item on the portal.   The new widget with the catalog items should appear as shown in the screenshot below.