Using permalinks in Service Portal for Knowledge Articles (versioned)

[SusanWinKY]

We're using version control for Knowledge and are using Service Portal.  The Service Portal formatted permalink for a versioned article changes each time it is updated because it's based on the article's sys ID.  For example:

Version 1.0:  https://<instance>.service-now.com/sp?id=kb_article_view&sys_kb_id=ab921c86db5453007ad45096dc961982

Version 2.0:  https://<instance>.service-now.com/sp?id=kb_article_view&sys_kb_id=96dbc040db6c93407ad45096dc96194e

We routinely link to an article from within another article.  So when we update an article, we're going to have "broken" links.  I understand the link will still work and the user can click the "An updated version of this article is available." link at the top of the downlevel article to get the latest version, but that's not an ideal user experience.

At this point, we may have to point our internal links to the platform article, which instead of the sys ID uses the KB #.  For example:

https://<instance>.service-now.com/kb_view.do?sysparm_article=KB0010035

That's also not an idea user experience.

Has anyone dealt with this?  And if so, what did you do? 

[Rajesh Kannan G · Accepted solution]

Hi Susan,

You can use https://<instance>.service-now.com/sp?id=kb_article_view&sysparm_article=KBXXX it will show latest accessible article version to the user.

Thanks,

Rajesh

[SusanWinKY]

Thanks, Rajesh!

Do you know if we can update that "permalink" to use the sysparm_article parameter instead of the sys_kb_id?

[Rajesh Kannan G]

Susan,

Currently there is no out of the box support to update permalink to use sysparm_article instead. It will be addressed in a future release, as we are considering a solution to provide sysparm_article link in service portal article view page. 

Thanks,

Rajesh

[KorinaC]

Hi Rajesh,

Just wondering if there's now an ooo support to this? We need the link in the URL tab to be always the sysparm_article link.

Thanks.