Do you use dynamic links from one knowledge article to another?

[Mike Van Vooren]

Have you configured your knowledge articles to link to other knowledge articles in a dynamic way?  As you know, there are different link structures depending on where you are in the system.  For example, the Permalink for viewing on the Service Portal is different than viewing it from the Platform UI or Knowledge Portal, for example.  So if I am viewing an article on the Service Portal and click on a link to another article which was hard-coded to the Platform UI, I will be taken there instead of staying in a Service Portal view.  

We have tried to set up links to other articles dynamically so the system is able to keep you in the same view as where the original article is being viewed.  Our developer's initial solution works great everywhere except Agent Workspace.  Since we have a large group of users using Agent Workspace, we had to put a pause on moving the code to Production until we can figure out. 

I wanted to ask if anyone else created a solution for this issue that works well for them?  Thank you!

[Lesley W]

This happens to us as well.

I'm very curious to know what kind of solution you've used as we haven't been able to work anything out so far.

[Mike Van Vooren]

@Mohith Devatte - Thank you for sharing this.  I shared it with our Dev team. They understand how the structure of an article that is viewed in Agent Workspace is constructed.  The issue we are facing is how to get the system to recognize we are in Agent Workspace when viewing an article and keep you there.

For example, here is the full URL structure of an article generated from the Permalink on Service Portal: https://<instance_name>.service-now.com/sp?id=kb_article&sysparm_article=KB000010123456.  The structure of this link is consistent across other views, just swapping out "sp" for wherever you are:

• kb = Knowledge Portal
• kb_view.do = Platform view
• mesp = Now Mobile App view

With that logic, the platform is smart enough to recognize where you are when you click the link to another article and allows us to deconstruct the link to look just like this: ?id=kb_article&sysparm_article=KB000010123456.  So, if I am clicking that link from Service Portal, the Service Portal view opens.  If I'm on the Platform view, the Platform view of the link opens.  

The trouble comes in with Agent Workspace (or any other Workspaces SN is promoting).  The link structure does not follow the same design.  So, if we click on a link to another article with the "dynamic" link above while in Agent Workspace, the system doesn't know what to do or where to go.

Is there a way for us to structure our links to other articles so that we can remain in an Agent Workspace view just like we can in the other views?