Sending a clickable link with the Email Navigation Add-on link

[jmuomini]

Hi,

I'm trying to customize an email client template for kb_knowledge to send a clickable link with the Email navigation link from kb_home. I've tried ${URI} and ${URI_REF}, but these put in long, ugly URLs that aren't clickable. I've also added a URL calculation field to my kb_knowledge form, but when I put this field on my template with

<a href="${u_url}" target="_blank">${number}</a>

the emailed link is truncated to:

<a href="/kb_view.do?sysparm_article=KB10090" target="_blank">KB10090</a>.

If I then add the missing part of the URL:

<a href="https://usfdev.service-now${u_url}" target="_blank">${number}</a>

I end up with duplication:

<a href="https://usfdev.service-nowhttps//usfdev.service-now.com/kb_view.do?sysparm_article=KB10090" target="_blank">KB10090</a>

Any suggestions on how to get a simple clickable link from a KB article in an email client template?

Thanks, Jim

[jmuomini]

We looked at the link before sending and it looks fine. But when it is sent out the instance information is removed and it picks up at /kb_view.do... Curious.

Jim

[jmuomini]

Hi Mark,

I didn't have a glide.servlet.uri property, so I added one. I also added the URL to glide.email.override.url. I don't have the null anymore and the URL looks fine before I send it, but after it goes out, it gets shortened.

I also have a ticket open with the help desk, but so far the tech hasn't been able to figure it out either.

Thanks for your help.

Jim

[phillip_keigley]

I suspected glide.servlet.uri wasn't set but I wasn't sure. Email override will work also I think.

If you try this code again, with that property, it should work. Works for me. If that doesn't work; can you tell me what it gets shortened to?

<mail_script>
template.print('<a href="' + gs.getProperty("glide.servlet.uri") + 'kb_view.do?sys_kb_id=' + '$current.number">KB Article</a>');
</mail_script>

[jmuomini]

Phillip,

Before I send I have this: https://usf.service-now.com/kb_view.do?sys_kb_id=KB10147

What I end up with in my Inbox when I look at the source is this: KB Article

In Thunderbird it is a link but not clickable. Gmail lets me click on it, but I get a bad link error.

Thanks, Jim

[jim pisello]

We also use SSO (SAML2.0). In our mail client template for KB articles we use the following mail script:

_____________________________________
Click here to view the Article:
<mail_script>
dothis();
function dothis() {
var servletUri = gs.getProperty('glide.servlet.uri');
template.print(servletUri  + 'nav_to.do?uri=kb_view.do?sysparm_article=' + current.number  + '\n');
}
</mail_script>

In addition we modified our kb_view UI Page with a client script to allow emailing a link to the KB article right from the UI Page. Paste the following code into the Client Script field on the UI Page record:

function emailArticle() {
  var i = document.getElementById("kb_sys_id");
  var id = i.value;
   popupOpenEmailClient("email_client.do?sysparm_target=kb_knowledge&sysparm_table=kb_knowledge&sysparm_sys_id=" + id + "&sys_uniqueValue=" + id);
}

In order to take advantage of this you'll need to add the email icon to the kb_view page. We added another cell to the table in the page header:

<!-- Anchor tag added to insert an the email icon START-->
<td>
<a href="javascript:emailArticle();"><img name="not_important" title="Share this Article in email"  src="images/icons/email.gifx" border="0" /></a>
</td>
<!-- Anchor tag added to insert an the email icon END -->

Note that modifying your UI Page precludes it from being updated by future SN releases, patches, hot fixes, etc. You might want to make a copy of the kb_view UI Page and modify that, then reference the custom page in scripts, etc.