Permanent links on Knowledge Articles in Service Portal

[ingebrigt]

When using the Knowledge Management Advanced Plugin in Kingston articles are published in the Service Portal with an unique URL for each new version pubished. The /sp?id=kb_article&sys_id=<sys_id> changes accordingly.

My question is: How can I for one article, let's say Article A, link to another, Article B, without having to update the URL in Article A each time Article B gets updated to a new version?

I am aware that this can be done in the "admin-portal" using "sysparm_article=<kb_numer>", but this does not work in the Service Portal

[Chuck Tomasi]

Hello,

I'm not sure about this, but here's something to try... Look at Article "B" from within the standard UI. Go to Knowledge> Articles> All. Open the article, click the Related link labeled "View article" and at the bottom you should have another link called "Copy Permalink". This one uses a reference by article number.

This is based on the assumption that the number of the article does not change it even though the society does between versions. I don't know if that's the case, please try and let me know.

[ingebrigt]

Hi Chuck,

Thanks for the response! I've tried this and it is as you say a way of referencing the newest version. The problem is that this leads users over from the Service Portal the Standard UI.

Do you suppose there are a similar way of referencing articles within the Service Portal?

[Chuck Tomasi · Accepted solution]

That I don't know, but you always have the option of creating a custom widget to do what ever you want. 🙂

Docs: Service Portal Widgets

[ingebrigt]

Thanks for the help. 

I cloned the default widget and made logic that, based on existing (expired) sys_id, found the KB-number. And then again looked the number up for the most recent sys_id. This sys_id combined with a static prefix gave me the URL.

I also added some logic in the Widget for displaying custom fields from KB-templates. 

Have a good day! 🙂