question Is it possible to open searched Knowledge Articles in the same Tab? in Virtual Agent, NLU forum

Is it possible to open searched Knowledge Articles in the same Tab?

oelrafik — Fri, 16 Oct 2020 11:05:58 GMT

Hello!

I have seen numerous community posts asking how to have a searched Knowledge Article from the Virtual Agent to be opened in a new Window or Tab. For us, we would like to explore if it's possible to open a Knowledge Article from the Virtual Agent search within the same tab. Can this be maintained within the Virtual Agent topic, or is there outside configuration that needs to be carried out? If it's the latter, then additional guidance would be appreciated.

Thank you in advance!

Re: Is it possible to open searched Knowledge Articles in the same Tab?

Ankur Bawiskar — Fri, 16 Oct 2020 11:12:09 GMT

Hi,

It makes sense opening the KB article in new tab because if it opens in same tab/window then the VA conversation will be gone.

you can use HTML type of VA Bot response and still show the KB article in same tab

Regards
Ankur

Re: Is it possible to open searched Knowledge Articles in the same Tab?

Ankur Bawiskar — Fri, 16 Oct 2020 11:14:50 GMT

Hi,

It's the default behavior and you don't have a configuration option to change this i..e open in same tab

you can use HTML type of VA Bot response and still show the KB article in same tab

something like this

For example:

<html>
    <body>
      <a href="/sp?id=kb_article&sys_id=kbSysId" target="_parent">Your URL</a>
    </body>
</html>

Regards
Ankur

Re: Is it possible to open searched Knowledge Articles in the same Tab?

Mark Roethof — Fri, 16 Oct 2020 11:16:34 GMT

Hi there,

Opening in the same Service Portal page instead of a new page?
No that won't be possible.

You could script your links with a specific target, though... _self, _parent would just open the link in the Virtual Agent window itself. Not in the Service Portal itself.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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Re: Is it possible to open searched Knowledge Articles in the same Tab?

Ankur Bawiskar — Fri, 23 Oct 2020 14:38:03 GMT

@oelrafik

Thanks for marking my response as helpful.

Hope you are doing good.

Let me know if I have answered your question.

If so, please mark appropriate response as correct & helpful so that this thread can be closed and others can be benefited by this.

Regards
Ankur

Re: Is it possible to open searched Knowledge Articles in the same Tab?

Mark Roethof — Fri, 23 Oct 2020 14:43:15 GMT

Hi there,

Did this solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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