Permalink different between Knowledge view and when viewed from Service Portal

Hitoshi Ozawa
Giga Sage
Giga Sage

‎06-18-2020 06:16 AM

I've linked several knowledge base articles using link provided by "Copy Permalink" in Self-Service -> Knowledge Base.

This seems to work OK but when I view the same article from Service Portal, it's switching to display the Knowledge Base page instead of the article in the Service Portal page.

Is there a way to link Service Portal articles together and Knowledge Base articles together so the page template won't change when I click on the link?

For example, when I view the article from Service Portal, there's a "Most Useful" links to the right of the message. If I view the same article from Self-Service -> Knowledge, this link doesn't show. 

If I create a link using pages on Self-Server -> Knowledge and view the page from Service Portal and click on the link, the link takes me to the Self-Server -> Knowledge page that doesn't have "Most Useful" links to the right.

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2 REPLIES 2

Lucas Vieites
Tera Guru

‎06-18-2020 01:49 PM

Hi hozawa,

unfortunately, I don't think the solution you are after is available out-of-box. When you copy the permalink from one portal, it will provide the URL for that same portal, that means that the "view" for that link will be the one where it was copied from, these are the most common URLs:

  • KB article in the Knowledge Portal view: /kb?id=kb_article_view&sysparm_article=KBnnnnnnn
  • KB article in the Service Portal view: /sp?id=kb_article&sysparm_article=KBnnnnnnn
  • KB article in the Advanced/Legacy view: /kb_view.do?sysparm_article=KBnnnnnnn
  • KB article inside the frames: /nav_to.do?uri=/kb_view.do?sysparm_article=KBnnnnnnn

I hope this helps you.

Kind regards,

Lucas Vieites

Ryan_Gillespie
Kilo Guru
Kilo Guru

‎10-05-2021 08:58 AM

You can update the KBViewModel script include as noted below.

 

var KBViewModel = Class.create();

KBViewModel.prototype = Object.extendsObject(KBViewModelSNC, {

//Modified this function so that it returns the SP link for the KB article vs the platform UI
getPermalink: function (number) {
return ("/sp?id=kb_article&sysparm_article=" + number);
},

type: "KBViewModel"
});

 

This is a system record so you will have to review each upgrade.

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