KB Article Internal Links: SOW dynamic linking workarounds?

[amarks]

We have an article linking conundrum that I'd like your advice about:

We have internal articles and external articles in our KB and they are controlled through permissions, meaning, we mark our articles as internally facing or not.

Employee Center causes a challenge, because when you are linking an article to another article, the way the link is formulated will either present the article in the Employee Center view/context or the back-end/portal context.

Employee Center URL example:  https://instance.service-now.com/kb_view.do?sysparm_article=KB0015547

Back-end/portal URL example: https://instance.service-now.com/support?id=kb_article&sysparm_article=KB0015547

We didn't want to have a user experience where our users were in the Employee Center one moment and were then directed to another article in the backend. Additionally, our technicians wanted to remain in the backend and not land on the front-end when going through articles.

We had found an elegant work around, which was to create a partial URL: ?sysparm_article=KB0015547  It turns out that this partial URL, when clicked from within the Employee Center would resolve in the Employee Center context and when clicked in the back-end (classic view) would resolve in the back end.

We created a function to allow us to grab the "dynamic" link of any article and went about creating our internal links for KB articles using this link.

When we rolled out Service Operations Workspace, we learned that this does not honor the partial URL and, from within SOW if you <click> on a partial URL article link, you are go to the home screen of ServiceNow.

Our choices appear to be to manually determine the links going forward or implement some complex customization. We' want to keep OOB and we don't find it worth it to get into browser/url redirection.

Any thoughts on this?

Thanks, Adam

[Kim27]

I'm sorry I don't have an answer but replying because we are working on rolling out Employee Center and SOW and this will be a challenge for us as well.