Deep Link to KB article with SSO enabled

[Sabrina10]

After upgrading to Istanbul, when a user clicks on a link to a KB article and they are not logged, rather than get redirected to login and then the KB page, the user gets the message 'Knowledge record not found'.   This happens for all users.

The URL works fine when the user is already logged into SN.     I've tried various versions of the URL including:

https://<instance>.service-now.com/nav_to.do?uri=kb_view.do?sysparm_article=<article_number>

https://<instance>.service-now.com/nav_to.do?uri=kb_view.do?sys_id=<kbsysid>

Deep linking works fine when going to other ticket types, even when going to the kb_knowledge form, but just not the kb_view page (or kb_customer_view).

Any suggestions?

Thanks

Sabrina

[Katie A]

Thanks! This is helpful. However this doesn't solve our issue, I think perhaps because we are using Single Sign On and the "login" SP Widget never gets loaded because the Multi-Provider SSO plugin automatically redirects to the SSO provider when any SP page is loaded... Or maybe I was missing a step when attempting the solution. Thank you!

[Katie A]

Hi Charlotte, Where did you place the new code mentioned above? Did you put it in the "login" widget or directly on one of the widgets on the "kb_article" page? I think I may have put the widget code in the wrong place. Thank you!

[Charlotte Pakes]

Hi Katie,

I put it into the kb_article Widget. 

Cheers,

Charlotte