Is it possible to redirect KB articles to an external link directly?

anurag92 · ‎11-10-2016

Hi all,

I have got a requirement: KB article should directly link/point to an external URL.

Details:

When an end user clicks on a KB article in Knowledge base, he should be directly redirected to an external link rather than opening the KB article in ServiceNow.

I have provided an external link inside the article, so the end user can open the article and then click the link to re-direct. But the user does not want to open the article, but wants to go directly to external URL.

I know the requirement is a bit weird. Let me know if anyone has an experience with this.

P.S.: I have re-posted this, a bit desperate on understanding the possibility.

Regards,

Anurag

larstange · ‎11-10-2016

Hi,

Yes you are correct. You need to make a client script in that ui page to open the link

It could look something like this (has not been tested)

//Get KB name on load and check if there is an external URL we must open

var KB = getParmVal('sysparm_article');


var gr = new GlideRecord('kb_knowledge');

gr.addQuery('number',KB);

gr.query();


if (gr.next()) {

   if (gr.externalLink != '')

   window.open(gr.externalLink, '_blank');

}



function getParmVal(name){

       var url = document.URL.parseQuery();

       if(url[name]){

               return decodeURI(url[name]);

       }

       else{

               return;

       }

}

View solution in original post

meghanareddy206 · ‎11-03-2017

I'm trying to implement same for Service Portal, when user is trying to search for a Kb article from search bar and when KB article is selected, it should redirect to external link, I tried to clone the widget for KB Article Page and add the same client script, but doesn't work, Any thoughts?

Vishnu V Reddy · ‎04-05-2019

Is this working on the Service Portal?

JC S_ · ‎06-03-2020

Were you able to make this work on Service Portal?

Vishnu V Reddy · ‎04-05-2019

Is this working on the Service Portal?

Mrman · ‎09-04-2019

Hi ,

we have a similar requirement to redirect an external URL to a KB article within Service-now .

When user clicks on a external URL it should redirect to a specific KB article in Service-now . Please guide me how to achieve this .