Knowledge Article Content Widget Redirect Functionality

[chuckn]

When viewing a knowledge article with versioning enabled and using the OOB Knowledge Article Content widget, I would expect the following behavior, regardless of rights/roles:

1. If I have a link to a published knowledge article, then it is displayed.
2. If I have a link to an outdated version of a knowledge article, then the published version is displayed.

What I am experiencing though, is quite different:

1. This behavior is as expected (a link to a published knowledge article displays that article).
2. When I am a fulfiller and there is a new draft version of the article, then that draft version is displayed. And when I am not a fulfiller, then nothing is displayed or a handful of widget error messages are displayed.

I have checked the option to "Redirect to the latest article" in the widget instance options:

I can't quite tell if what I'm experiencing is as designed or if something isn't right in our instance (possibly as a result of prior third party involvement). The same thing happens on a vanilla PDI, though. I'm using the /sp?id=kb_article_view&sys_id=471ee81eff6002009b20ffffffffff34 format for the link.

Is there something I'm missing?

Thanks!

[Rajesh Kannan G]

Can you try with link having article number instead of sys_id like this one /sp?id=kb_article_view&sysparm_article=KB0000002

Regards,

Rajesh

[chuckn]

That works because it's not trying to access an outdated article version using a sys_id--it's just going to the published version of that KB. Unfortunately, we can't guarantee that all links people have saved will be in the sysparm_article format (especially ones just saved from the URL...those always seems to include the sys_id!), hence the desire for the redirect to work.

[Edzon2]

I have the same problem and created a Hi ticket, although I understand the best practice is to use kb number a lot companies cannot afford that, in our case there are a lot of url's to change in external sources such as the intranet. I was hoping that this option could avoid that effort, but as you wrote, it behaves inconsistently and works ok only if there is no draft version.

I have not received any solution from SN yet, but in the meantime I had to customize the widget and force it to get the kb number based on the sys_id provided.

There is a more elegant solution to this in these links, however I really think this is something that SN should address in the OOB widget.

https://www.linkedin.com/pulse/short-url-knowledge-articles-magic-processor-g%C3%B6ran/?lipi=urn%3Ali%3Apage%3Ad_flagship3_feed%3BkpoS7FAJTjW6%2Biun8XfGPw%3D%3D

https://www.youtube.com/watch?time_continue=286&v=c6xvHrTCRS0

[Edzon2]

A quick update on this, ServiceNow suport created PRB1418666 for this issue.