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

[chrisc_]

For anyone else that runs into this: 

The author uncovered that the default SP page (kb_article) that comes with a default portal and the associated widget ("KB Article Page") does not get updated to account for Knowledge Management Advanced when you enable that plugin. 

The newer Service Portal content for Knowledge Management (plugin "Knowledge Management - Service Portal") includes updated widgets ("Knowledge Article Content") and pages that account for versioning and have properties that allow you to turn on whether you show a notice about the article being out of date and a link to the more recent one. 

Please try the newer content in your portal pages if you are using the KM Advanced plugin. 

[chuckn]

Just adding my own two cents: it's a big miss that the standard service portal doesn't handle links to knowledge articles using the KB number instead of the sys_id out of box, especially since the Knowledge Management Advanced plugin is provided by ServiceNow and the Service Portal is such a key end user-facing feature.

[michal29]

Hello,

If anyone still need a solution in NewYork for the change of Knowledge article on Service Portal,

Where the permalinks were :

https://instance.service-now.com/hrportal?id=kb_article&number=KBXXXXXX

And that stopped working, but another one :

https://instance.service-now.com/hrportal?id=kb_article&sys_id=01994444444340919e7aaaaaa55555

is working.

The fix is to do a little change in the widget responsible for displaying articles: Knowledge Article Content

In the line of populateParameters you need to change the line:

data.params.sysparm_article = $sp.getParameter('sysparm_article') -> into ->

data.params.sysparm_article = $sp.getParameter('sysparm_article') || $sp.getParameter('number');

Regards,

[Bog1]

Hi Michal,

I was checking that widget in my instance but is not the same.

I have: data.params.sys_kb_id = kbViewModel.versioningInfo.history[0].sysId;

Not the same as yours. Can you please advise?

[Bog1]

Hi Michal,

My widget is grayed out therefore I am unable to change that line as you suggest. Do you think it would be a good idea to clone the widget? or maybe there is some other solution? Cloned widgets are considered custom and don't benefit from future updates to the widgets they were cloned from.