KB Article referencing external links are not working

[slgonzales]

ServiceNow has documented the issue below for all versions: View KB0778480 

KB Articles referencing external hyperlinks only work if launching the reference links through the Service Portal. Some links to external URLs do not work when navigated through the ITIL/fulfiller view. 

While a workaround is available to update the target frame to '_blank' for external URLs, I'm reaching out to see how other organizations are managing this. Are you automating adding this attribute for external URLs? or other?

Any guidance is appreciated. Thank you! 

[Slava Savitsky]

We had this issue at a company I worked for many years ago. Back then it was possible to make "_blank" the default option by editing "html_insert_link_dialog" UI Page, but I think the current version of the HTML editor is not using that UI page any longer.

[slgonzales]

Thank you so much! I'll check with our team to see if that is still a possibility. 

[Slava Savitsky]

I have checked just now and I think in the current version of the HTML editor it might also be possible to change this behavior using a different trick, but I need to do some more research and testing. This can take a few days.

[slgonzales]

Appreciate any guidance you can provide. Thank you,