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? 

[Carl Fransen1]

Thanks Susan - appreciate you replying and sending your widget code.  I think I'll have an issue as we don't have the KB portal installed, but will see if I can add the code into my existing kb_article page widget.

I might also look to enable the KB portal plugin just to have the functionality, but then not use the portal itself, but will need to check on any licensing implications.

Cheers

Carl.

[Carl Fransen1]

Hi Susan,

Looks like Rajesh is correct, the sysparm functionality isn't available yet using the other portals, only the KB portal - he stated the following:

...as we are considering a solution to provide sysparm_article link in service portal article view page. 

So I have logged a ticket with HI to see what the answer is for the/sp and /hrportal's as we use these extensively and now can't link to any articles at all.

Thanks again

Carl.

[SusanWinKY]

Carl, for what it's worth, we are not using the full-blown Knowledge portal either.  We picked the pieces that we wanted to incorporate into our 'sp' service portal.  We ended up having to configure/customize quite a bit to make that happen, but it is possible to do.  Good luck and let me know if you have any further questions.

[Carl Fransen1]

Good to know and thanks for the update.

[kevinthury]

This is an older post, but I just had to thank you for providing these steps.  This is working well for us.