Why are we still using SYS ID´s on URLs?

Fernando Schep1
Tera Contributor

‎01-06-2022 12:21 AM

Hi Community, happy 2022!

I am a bit frustrated that the platform still uses sys_id´s on URL´s instead of using Permalinks to direct tickets including KB Articles as a standard.

I talked about this across the platform through this idea that if you also share the same view it would be awesome if you can vote it up.

Does anyone know if permalinks are coming as standard at least to Knowledge Management? It would be so much easier for our users to know they would be able to share an article by copying the link and that that link will always work no matter how many versions of the article exist.

Today Permalink seems to be disassociated from the main URL of the article.

Thanks for sharing your thoughts

Fernando

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Michael QCKM
Tera Guru

‎01-18-2022 01:17 PM

Addendum to Note:

We also had added a Link to the Portal URL of an article when the article is visible via a Portal. As you know, the UI is "different" between the 2 views and also the contextual helps on the Portal is something we want the employees to take advantage of.

  • We had our team convert the Permalink working to "Copy Native Link"; This points to the "/kb_view.do?sysparm_article=KB00" path
  • And then had them ADD logic and linking to "Copy Portal Link"; This points to "/sp?id=kb_article_view&sysparm_article=KB00" (Or whatever specific Portal URL the article is on)  This is for Agents to share to employees where the employee will need to get to THEIR Portal view, giving them access to all the goodness of the Portal widgets, etc.
    • There's some magic logic applied wherein this Link will ONLY show for articles that have a Portal View, otherwise users will only see the Copy Native Link because that's the only view there is.