Linking to a Knowledge Article (view) using SSO

[Mark Laucus]

I am having a challenge linking to Knowledge Articles while using Single Sign-on. My goal is to provide e-mail links to KB articles and users with the correct credentials can just open the link and it will take them to the specific Knowledge Article view. What currently happens is when I use the view link provided at the bottom of the KB article, the process will open my Service-Now instance using the SSO but will not open the article but stop at the home page. If I open the article in edit mode and provide the sys_id it it will open the article but open it in the edit form. Here are the examples below:

Example View link (at bottom of KB article)
https://test.service-now.com/kb_view.do?sysparm_article=KB0000497

Example Link directly to form
https://test.service-now.com/nav_to.do?uri=kb_knowledge.do?sys_id=5b1a1aea0a0a3c2201870d14a985f514

I figure I have to somehow get authenticated first with the SSO actions and then pass the view parameter but have not found out how to perform that. Anyone have any ideas?

[gaidem]

This sounds like a relay issue. Are you using SAML 2.0? You should submit a ticket to support regarding your relay issue.

[Mark Laucus]

To answer the question, we are using SAML 2.0. What is curious is that we can get other activities (approvals, surveys) to relay correctly. I was not sure if I should be formatting my KB links in another format for them to relay correctly. I will also look at doing a support ticket.

[Jim Coyne]

This might help you out - Problem with ESS Portal and SAML 2.0. The OOB script is picky about the format of the URL you can use.

[Mark Laucus]

With the help of Service-Now support, I was able to obtain a solution and it does have to do with deep linking. The one solution I received was to modify the record link by using the following in the link

uri=kb_view.do?sys_kb_id= record

Original Example Link directly to form
https://test.service-now.com/nav_to.do?uri=kb_knowledge.do?sys_id=5b1a1aea0a0a3c2201870d14a985f514

Resolved Example Link directly to form
https://test.service-now.com/nav_to.do?uri=kb_view.do?sys_kb_id=5b1a1aea0a0a3c2201870d14a985f514

In addition I figured out another solution (once I understood it) by using the Permalink and modifying it to do the deep linking

Example original View link (at bottom of KB article)
https://test.service-now.com/kb_view.do?sysparm_article=KB0000497

Example resolved View link
https://test.service-now.com/nav_to.do?uri=kb_view.do?sysparm_article=KB0000497

I would like to thank everyone who assisted with the solution (including John Higgins from Service-Now).