Service Portal Knowledge Articles have Sys ID in URL instead of KB Number

Julia Howells
Giga Guru

‎07-22-2022 06:46 AM

Currently within our service portal, the URL shows the Sys ID of the Knowledge Article instead of the Knowledge Article number. 

The URL looks like this https://<instance-name>.service-now.com/it?id=support_article&sys_id=977e9eb11b11c110bf45a82fbd4bcbe2

But it should look like https://<instance-name>.service-now.com/sp?id=kb_article_view&sysparm_article=KB0000033

How can we change this so the portal directs to the correct link instead for all knowledge articles? 

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Carl26
Kilo Contributor

‎07-22-2022 07:07 AM

I find it best to encourage use of the permalink for a knowledge article (instead of the URL from the browser). The permalink sends people to the latest version of the article. The option to allow viewers of an article to Copy permalink (with a button), is described on Knowledge feature configuration (servicenow.com)

For more information about the structure of URLs for knowledge articles, see article Knowledge article URL parameters (servicenow.com)

 

 

Julia Howells
Giga Guru
In response to Carl26

‎07-22-2022 10:23 AM

Hi Carl, 

Is there an easy way to adjust the widget so that it does this automatically? https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/product/knowledge-management/ta...

Should I update the source product? Will that affect versioning? 

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