Folks, I'm hoping someone can clarify as to the expected behavior of the SN platform.
Issue
If a link in a KB articles has not been explicitly created to open in a new window, the default click <left-click> by the user will result in the error below:
Explanation
From what I understand, ServiceNow has made changes to the behavior of how the link is inserted into the KB article (create link button can be set to default to "Open in a new window ("target='_blank'"), which resolves the issue when a link is created using the context menu (<right-click> + paste) and using the link button to insert a URL, but does not have any bearing on the most common method of adding a link, which is to paste from the clipboard (CTRL + V).
Question
The obvious question is, is this an issue in our environment or is this what everyone is experiencing?
Implications
For our environment, we've written a script to identify all articles with these broken links, but fixing them is a big effort. (Yes, we know we can have our techs <right-click> and open in a new window, but we are in the business of shaving seconds and mouse clicks off to increase our productivity, so this isn't helping. We've embarked on a training campaign for this issue, but given that the CTRL+V pasting the natural behavior for everyone, it's a bit of a challenge with a large group of authors. We'd love to resolve this, and if the issue is in our environment, that gives us a lead.
I'd love to hear about your experience and your understanding.
Thanks,
Adam
Of course,
