Links in Service Portal

cindylove · ‎08-04-2017

Are there any good references for how to set up page links in Service Portal?

I am using an icon link to link to a knowledge base article. The link I am using works fine, but I'm having a hard time going back a page after the article opens.

This is the link I'm using - /kb_view.do?sys_kb_id=sysid This link setup worked fine in a CMS portal, but not so great in Service Portal.

Is there a better way of setting this up?

I also need to make a direct link from an icon link on my homepage to a record producer that creates an incident.

Domenic Horner · ‎08-13-2017

Hey,

Firstly, in SP if you like to the old UI Pages (kb_view,etc) they will not render within the SP. You should be able to use the kb_article page within the Service Portal:

/sp?id=kb_article&sys_id=435186b5474321009db4b5b08b9a7160

When you're using the "Icon Link" (for example on the homepage), you can simply set the instance's "Target" JSON setting, along with the "URL" type:

This will make your link open in a new browser tab and link directly into the Service Portal's Knowledge Page.

View solution in original post

cindylove · ‎08-16-2017

Thanks Domenic!

I tried this out and it was exactly what I was looking for.

cindylove · ‎03-07-2018

Configure Icon Link to display a knowledge base article -

Configure the widget instance options

type = KB Article

KB article = the KB article number that you want to display

Page = kb_article

Update the kb_article page as you need. OOB it comes with breadcrumbs and a search. I removed these so only the article will display.

You can link to record producers, knowledge base articles, etc. just by configuring the Icon Link widget instance options. I struggled with this concept at first, but now it is extremely easy.

I found that old legacy kb2 articles that were converted to kb3 articles were giving me issues. If they had an attachment that downloaded, you could not change pages. You would be stuck in KB limbo.

I re-wrote the articles with attachments in kb3 (with attachment links) and whalaa....no more issues with changing pages after you download the attachment. Also, you can configure the Document Viewer to display attachments.

All of the legacy kb2 articles were converted to kb3 when we were in Fuji. We rebuilt our instance to be OOB in Jakarta. We ended up migrating all of the old legacy kb articles over to the new instance. It had good and bad results. The articles work for the most part, but in certain situations like this they gave me a headache. 🙂

Domenic Horner · ‎03-08-2018

Hey again Cindy!

Glad you found some of the better parts of widget usability, I guess I should have said that there were different link types directly to specific content!

When I'm playing with pages, I tend to keep the Breadcrumbs and Search on the top of the page, as this allows users to get back to the Knowledge base or the portal's homepage easily. Obviously it's fine if you don't need this (if it's opening in a new tab anyway) but I think it really helps the portals usability if you keep these widgets around.