Including a link to a KB article within an email notification with the most currently version.

[diane_gregory]

We have two issues....A litle background first We have two catalog items and when the two catalog items are submitted it has been set up that it fires an email notification off to the requested for of a specific knowledge article with some additional information for the requested for. 

Our notifications are currently set up with an email script. 

Issue 1: due to the fact that there is versioning with Knowledge base, every time a knowledge article is updated it is creating a new sys_id. The ServiceNow team is not getting notified by the authors of these KB articles that they have updated the KB's so we can go out there and change the sys_id's within the notifications i.e. the email script. So the providers for months on end are possibly getting outdated information. 

Issue 2: The previous SN owner decided to use an email script. We decided to remove the email script in our non prod and test out (not necessarily the right thing to do) but just include the link to the KB article. This is working and not working. We will still of course still have to update the link every time the article is updated because of the updated sys_id. The link should be taking us to our portal, which it is but it is getting trapped by our proofpoint defense and forcing some to log in and also authenticate. 

Either way is there a way that we would not need to continuously need to update the link and or email script every time the article is updated with the sys id and somehow it just stay current?

[Stacy1]

Hi Diane,

Did you try using the Permalink instead?  The link would look something like this: https://dev####.service-now.com/kb_view.do?sysparm_article=KB0010022

Regards,

Stacy