Links to KB Artilces not working

[trishlipe]

We were sending out an e-mail to staff about a new process, we included a link to a new KB article created to help with this change. When staff try to access this link, they are getting "Article not found". The article can be found in the   ServiceNow Service Portal if the user searches the article.

Is there a way to fix this so that when we send out KB article links ServiceNow will open and display the article?

[Allen Andreas]

Hmm, quick question, is the article marked as published?

I'm unsure if you mean the users (any role, etc.) can see it within SN, or do you mean like your staff or KB managers can see it.

Also, do you see any variation of the link in the email that the user sees?

Like what is the web address and can you just copy and paste it and does that work?

[trishlipe]

My answers are underlined below.

Is the article marked as published? Yes the Article is published

I'm unsure if you mean the users (any role, etc.) can see it within SN, or do you mean like your staff or KB managers can see it. All users (any role, including end users) have access to the Customer Service KnowledgeBase.

Also, do you see any variation of the link in the email that the user sees? I do not

Like what is the web address and can you just copy and paste it and does that work? Yes- this works

Here is the link we are using, minus our instance name: https://instance/sp?id=kb_article&sys_id=2d16b72cdbff4b006fa770e21f96190a

[Michael Ritchie]

What URL are you using for the article?   Please post in the example, minus your instance name.

At the bottom of all knowledge articles there is a Copy Permalink option that will give you the URL for that particular article.   Are you using that URL in your emails?

[trishlipe]

We were not using the Copy Permalink. Below I have included the link we were using and the Permalink. When I use the Permalink I just get the ServiceNow home page. I will get an end user to test this to see if they get the home page of the Service Portal. I will let you know what I find.

Link included in email: https://instance/sp?id=kb_article&sys_id=2d16b72cdbff4b006fa770e21f96190a

Permalink: https://instance/kb_view.do?sysparm_article=KB0011098