Is there a way to link to the latest Major Version of a knowledge article?

michaelzawacki · ‎11-21-2017

We are on Jakarta, and using versioning for knowledge articles. My concern is if we send a link to an article, and then it is superseded by a newer major version, the link is still to the older version. Is there a way to use a link that will automatically pick the latest major version?

Thanks!

michael

Lucas Vieites · ‎11-22-2017

Hi Michael,

if you use the link to the KB number; eg "/kb_view.do?sysparm_article=KB01234567" your users will always be directed to the latest published version of the article. If you use the sys_id to create the link and it goes to an older version, the users will see the "Article State: Outdated" message indicating they are not reading the latest information.

View solution in original post

Carl Fransen1 · ‎05-23-2018

Hi - This is great and works nicely. However we use the /hrportal and /sp portals for our users to search knowledge.

The link using /kb_view shows a backend view of the article, not a portal view.

Is there a way to show a portal view of the knowledge article we can use for our portal users?

Joseph Gabriel · ‎10-15-2018

Please refer to LucasVietes answer.

For Service Portal:

/sp?id=kb_article_view&sysparm_article=KBXXXXXXX

For HR Portal, the default ?id=kb_article page doesn't seem to support the sysparm_article parameter, but you could load the kb_article_view page inside the hrportal like so:

/hrportal?id=kb_article_view&sysparm_article=KBXXXXXXX

Carl Fransen1 · ‎10-15-2018

Hi Joseph,

Thanks for your post - this indeed works but only if you have the 'Service Portal - Knowledge Base' plugin enabled - these links aren't available if you don't have this enabled.

Additionally the page that loads is from the 'knowledge base portal' and looks different to the standard knowledge base pages that load from the /sp or the /hrportal - this is a tad confusing for our user community.

The 'copy permalink' works well and also points to the 'knowledge portal' page - it would be great if this could be added to the standard KB's as well.

What we really need is for the versioning to work without requiring the 'Service Portal - Knowledge Base' plugin enabled and it loads the correct page. Or if they ensure ALL knowledge pages/widgets look the same, then the user experience would be consistent.

Hope this makes sense?

Cheers

Carl.

Joseph Gabriel · ‎10-12-2018

Is there a portal version of this?

Lucas Vieites · ‎10-15-2018

Hi Joseph, yes there is; use these parameters in your Service Portal links:

/sp?id=kb_article_view&sysparm_article=KBXXXXXXX

This format is the one that the "Copy Permalink" feature uses in the OOB "kb_article_view" SP page uses.

I hope this helps,

Lucas Vieites