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]

That's fine too. All you need to do is set up a business rule that waits for a change to that field. When the field changes you can do a GlideRecord insert to the 'm2m_kb_task' table so that the article shows up in the formatter like you want.

[dave_m13]

Brilliant Mark, thanks very much for your assitance on this. I now have what I want.

[deepamai]

Hi Mark,

                I have a requirement where a report has to be extracted based on the incidents which do not have a knowledge article.

Thanks in advance

[dave_m13]

Hi Amit

Thanks for replying.

I have tried this and its works by redirecting me to the article, I have added to it so that it does not run for certain roles. If you actually go into the article the Edit Article does not work unless I add a role criteria, it just redirects back to itself.

My only issue now is if I use this I still get the Hover View, when I move the mouse over the icon. Do you or anyone else know of a way to disable the hover over just for this field. I can remove this icon onload but actually would like to keep the icon so it has to be clicked on to view the article.

Thanks

[coolboy]

i added this formatter but this is navigating user to kb_knowledge table but as per my req i want from all related list user should go to kb_view.
So in sys_navigator i created a entry for kb_knowledge with abouve mentioned code works fine frm all related list user is going to kb_view only problem is when user needs to edit article bu oob edit article button,thn also he is navigated to kb_view page.