Links to knowledge articles in the now mobile app

[nifiru]

Hello,

we have configured and deployed the now mobile app for our company. One important use of the now mobile app is to access our knowledge bases. 

In our knowledge articles, we often link to other knowledge articles. To get these links, we used the "copy permalink" feature. These links are containing the corossponding Service Portal (https://instance.service-now.com/portal?id=kb_article_view&sysparm_article=KB-Number). Now, when a KB article link is clicked in the app, the corresponding ServicePortal is also accessed. Unfortunately, this view is not very appealing compared to the "native" mobile view. 

How do you deal with that issue? Is there any way to redirect to mobile view when the link is clicked on mobile for example? Do we need to adjust all our links in kb-articles to a more generic one? 

[Rajdeep Ganguly]

Yes, you can avoid modifying all the links in the Knowledge Base (KB) articles by using URL redirection. ServiceNow provides a URL redirection functionality that can be used to redirect old URLs to new ones without changing the links in the KB articles. Here are the steps to implement this: 1. Navigate to System Properties > URL Redirects in ServiceNow. 2. Click on New to create a new URL redirect record. 3. In the Source URL field, enter the old URL that you want to redirect from. 4. In the Target URL field, enter the new URL that you want to redirect to. 5. Set the Active field to true. 6. Click on Submit to save the record. This way, whenever a user clicks on the old URL in a KB article, they will be automatically redirected to the new URL. This eliminates the need to modify all the links in the KB articles.

[Daniel Vieira]

Hi, 

Has this solution already been tested, and does it work correctly? How can I get the correct URL for the mobile view? I'm currently using href links that point to the portal with a specific URL, but I don't know what the equivalent URL is for the mobile app to handle redirection properly.

Do you know the correct syntax? For example, something like:
https://<instance_name>/mobile/kb/<sys_id> — or is there another format?

Also, how can I retrieve or generate that kind of mobile-friendly URL?

Thanks,

Daniel Vieira