Generating an Employee Center KB Article Link in Classic ITSM

[amarks]

Hi folks,


We're on Xanadu working in ITSM and attaching KB articles. We have a challenge and want to see if anyone has solved this.

When we <click> on Attach, the link to the article in classic view provides the backend or classic support view (i.e., kb_view.do).  We want it to provide the Employee Center link.  Service Operations Workspace correctly provides our Employee Center link, but the classic view does not.
We did create a business rule to convert the link to a portal link using replacement, but this results in two work note entries one is the original (generated by the client-side default UI action of <clicking> the attach button). The second is a journal entry by our business rule.

We're inclined to leave it as is, since the double work note entry doesn't cause harm, it just muddies the ticket history, but I wanted to see if anyone else has the solution for this.

Thanks,
Adam

[kaushal_snow]

Hi @amarks ,

You’re on the right track, but the double journaling will keep showing up unless we change how or where the link is generated. You can go check below points: 

>> Replace the default Attach action with your own UI Action, one that writes just the ESC friendly link into the work notes.

>> If using a Business Rule, target the sys_journal_field table instead of the Task record so you modify the original note rather than adding a new one and consider using a partial link (?sysparm_article=), it auto resolves correctly whether clicked from classic or the portal interface.

>> If URL control becomes unreliable, you may also choose to create your own module or button that links directly to ESC using a known good route.

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[amarks]

Hi @kaushal_snow 
I appreciate the response, but does this mean that ServiceNow does not support Employee Center linking in the Classic view OOB and only supports this in Service Operations Workspace (SOW)?
Thanks,
Adam