Peter de Bock1
Mega Guru

The current "Embed link" option in ServiceNow results in having a link which does not use the Portal look & feel which is somewhat dissapointing as portals are branded, styled and optimized at most customers. 

The embed functionality is configured in below "Search Action configuration (cxs_ui_action_config)", notice the "Attachement type" attribute:

find_real_file.png

 

 

The link however is defined in the script include "cxs_Knowledge" which is unfortunately protected.However there is a way to override this by creating a custom "cxs_Knowledge" script include. Below see the one I have created, which works perfect. The queryParameter is amended.

Recommended; Make a note in the Description field with a clear explanation. 

find_real_file.png

 

The result link is now a truly portal link:

https://xxxxx.service-now.com/esc?id=kb_article&table=kb_knowledge&sys_kb_id=xxxx

Out of the box a classic link is generated, which is somehing like:

https://xxxxx.service-now.com/kb_view.do?sys_kb_id=xxxx

 

Please mark Helpful when you believe it is worthfull!

regards, Peter 

#Attach #Knowledge #ContextualSearch #cxs_Knowledge #cxs_ui_action_config

Comments
George B_
Tera Explorer

Hi @Peter de Bock1 

 

I've tried implementing this in a non-prod instance and also in a PDI. I copied the oob script include, and updated the query parameter and the inserted article link is still pointing to kb_view.do. Can you tell me were there any additional steps required for the embed link action to utilize the custom script include rather than the oob script include? 

 

Thanks, 

George

josePinho
Tera Contributor

When you need to override a script include you need to extend it.
Here is the link with the how to:
https://developer.servicenow.com/dev.do#!/learn/courses/xanadu/app_store_learnv2_scripting_xanadu_sc...

jference25
Tera Contributor

Upvote the fix in the idea portal: This should not have to be a customization, rather a configuration: https://support.servicenow.com/ideas?id=view_idea&sysparm_idea_id=856bc22093df5610c2513f986cba10a5&s...

 

Version history
Last update:
‎08-08-2022 01:06 AM
Updated by: