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?
Is the user logged in when the message "Article not found" appears?
In case not the issue is most probably that the user must be logged in to see the corresponding Article.
Do you have any Articles you truly share with the public world? Or are the articles intended for your users only?
If so - here is the solution:
The KB Page is OOB defined as "Public". This is what is driving this behaviour.
A URL pointing to a catalog item for instance is taking the user right away to the login and displays afterwards the corresponding catalog item. If you want the same behaviour for the KB page just the remove the "Public" flag on the corresponding page.
Regards
Alan
