question Re: Links to KB Artilces not working in ServiceNow AI Platform forum

Links to KB Artilces not working

trishlipe — Tue, 30 Jan 2018 16:33:52 GMT

We were sending out an e-mail to staff about a new process, we included a link to a new KB article created to help with this change. When staff try to access this link, they are getting "Article not found". The article can be found in the ServiceNow Service Portal if the user searches the article.

Is there a way to fix this so that when we send out KB article links ServiceNow will open and display the article?

Re: Links to KB Artilces not working

Allen Andreas — Tue, 30 Jan 2018 16:35:55 GMT

Hmm, quick question, is the article marked as published?

I'm unsure if you mean the users (any role, etc.) can see it within SN, or do you mean like your staff or KB managers can see it.

Also, do you see any variation of the link in the email that the user sees?

Like what is the web address and can you just copy and paste it and does that work?

Re: Links to KB Artilces not working

Michael Ritchie — Tue, 30 Jan 2018 16:44:05 GMT

What URL are you using for the article? Please post in the example, minus your instance name.

At the bottom of all knowledge articles there is a Copy Permalink option that will give you the URL for that particular article. Are you using that URL in your emails?

Re: Links to KB Artilces not working

trishlipe — Tue, 30 Jan 2018 17:10:55 GMT

My answers are underlined below.

Is the article marked as published? Yes the Article is published

I'm unsure if you mean the users (any role, etc.) can see it within SN, or do you mean like your staff or KB managers can see it. All users (any role, including end users) have access to the Customer Service KnowledgeBase.

Also, do you see any variation of the link in the email that the user sees? I do not

Like what is the web address and can you just copy and paste it and does that work? Yes- this works

Here is the link we are using, minus our instance name: https://instance/sp?id=kb_article&sys_id=2d16b72cdbff4b006fa770e21f96190a

Re: Links to KB Artilces not working

trishlipe — Tue, 30 Jan 2018 17:20:10 GMT

We were not using the Copy Permalink. Below I have included the link we were using and the Permalink. When I use the Permalink I just get the ServiceNow home page. I will get an end user to test this to see if they get the home page of the Service Portal. I will let you know what I find.

Link included in email: https://instance/sp?id=kb_article&sys_id=2d16b72cdbff4b006fa770e21f96190a

Permalink: https://instance/kb_view.do?sysparm_article=KB0011098

Re: Links to KB Artilces not working

alangross — Fri, 12 Apr 2019 09:19:15 GMT

Is the user logged in when the message "Article not found" appears?

In case not the issue is most probably that the user must be logged in to see the corresponding Article.

Do you have any Articles you truly share with the public world? Or are the articles intended for your users only?

If so - here is the solution:

The KB Page is OOB defined as "Public". This is what is driving this behaviour.

A URL pointing to a catalog item for instance is taking the user right away to the login and displays afterwards the corresponding catalog item. If you want the same behaviour for the KB page just the remove the "Public" flag on the corresponding page.

Regards

Alan