View Knowledge Articles from Inc/Prob etc. modules

[dave_m13]

Hi All

We have a link to Knowledge Articles in the various modules in Service Now, however when the link is clicked it takes you directly to kb_knowledge table. What they actually want though is to go directly to the Article in kb_view, this is so they can report on the number of times the knowledge articles have been viewed, through Incidents, Probs etc.

I have disabled the hover icon, so that they can no longer hover or even click to the knowledge table and have added a new UI action that will redirect to the View Article, which works fine. However I would like probably a UI Macro next to the kb field to open up in a new window. They cannot edit anything, so its purely for viewing.

Has anyone done something similar.

Many Thanks

[Mark Stanger]

You can personalize your form and use the 'Attached knowledge' formatter. You're probably using a related list currently and those will always redirect you to the actual database record.

[User150433]

You can use Navigation Handler to redirect user to kb_view page. To do this goto sys_navigator table. create new entry for kb_knowledge table. write below script in script field.. this will redirect you to kb_view instead of edit form. in the below script you can add your logic to check for view to allow view/edit of kb article.

var realID = g_uri.get('sys_id');
g_uri.set('sys_kb_id', realID);
answer = g_uri.toString('kb_view.do');
answer;

[coolboy]

var realID = g_uri.get('sys_id');
if(realID != -1){
g_uri.set('sys_kb_id', realID);
answer = g_uri.toString('kb_view.do');
}
answer;

this code will help to create new articles....but 1 question Amit if we dnt have view thn can we fetch edit article action name so a user can also edit article?

[User150433]

I'm not sure what you are saying but you can pass the parameter on URL from ui action.. and in navigation handler check RP.getParameterValue()... hope this works.