Add KB Article link in notification

[Priya75]

Hi All,

I want to fetch the Kb article number from incident ,So there is a filed on incident form as  u_knowledge which saves trhe kb article number. i want to give the link of that particular KB article in portal view from the notification.

[Ankur Bawiskar]

Hi Priya,

you need to use mail script for this

Name: show_kb_link

Include it in notification like this

${mail_script:show_kb_link}

Script:

Note: Ensure you use valid query based on whether u_knowledge is reference type or string type

(function runMailScript(current, template, email, email_action, event) {

	var KbNumber = current.u_knowledge;
    var kbRecord = new GlideRecord('kb_knowledge');
    kbRecord.addQuery('number', KbNumber); // if KbNumber stores number
	
	// OR
	
	kbRecord.addQuery('sys_id', KbNumber); // if KbNumber stores sys_id
	
    kbRecord.query();
    if(kbRecord.next()) {
	// this would take user to portal
    var url = '/sp?id=kb_article&sys_id=' + kbRecord.sys_id + 'table=kb_knowledge';
    template.print('<a href="' + url + '">' + kbRecord.number + '</a>');
	}
	
})(current, template, email, email_action, event);

Regards
Ankur

[Priya75]

it is not working.i am not getting any link in the notification

[Ankur Bawiskar]

Hi Priya,

u_knowledge is reference to kb_knowledge or string which stores KB number

you need to use proper query accordingly

Regards
Ankur

[Priya75]

 yes i have used the sys_id one, it redirect one but it takes me to the portal but knowledge article record is not displayed .

[Ankur Bawiskar]

Hi Priya,

so to which page it is taking?

Regards
Ankur