Is it possible to open searched Knowledge Articles in the same Tab?

oelrafik · ‎10-16-2020

Hello!

I have seen numerous community posts asking how to have a searched Knowledge Article from the Virtual Agent to be opened in a new Window or Tab. For us, we would like to explore if it's possible to open a Knowledge Article from the Virtual Agent search within the same tab. Can this be maintained within the Virtual Agent topic, or is there outside configuration that needs to be carried out? If it's the latter, then additional guidance would be appreciated.

Thank you in advance!

Mark Roethof · ‎10-16-2020

Hi there,

Opening in the same Service Portal page instead of a new page?
No that won't be possible.

You could script your links with a specific target, though... _self, _parent would just open the link in the Virtual Agent window itself. Not in the Service Portal itself.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

---

LinkedIn
Community article list

Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

---

~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field

View solution in original post

Ankur Bawiskar · ‎10-16-2020

Hi,

It makes sense opening the KB article in new tab because if it opens in same tab/window then the VA conversation will be gone.

you can use HTML type of VA Bot response and still show the KB article in same tab

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Ankur Bawiskar · ‎10-16-2020

Hi,

It's the default behavior and you don't have a configuration option to change this i..e open in same tab

you can use HTML type of VA Bot response and still show the KB article in same tab

something like this

For example:

<html>
    <body>
      <a href="/sp?id=kb_article&sys_id=kbSysId" target="_parent">Your URL</a>
    </body>
</html>

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Ankur Bawiskar · ‎10-23-2020

@oelrafik

Thanks for marking my response as helpful.

Hope you are doing good.

Let me know if I have answered your question.

If so, please mark appropriate response as correct & helpful so that this thread can be closed and others can be benefited by this.

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Mark Roethof · ‎10-16-2020

Hi there,

Opening in the same Service Portal page instead of a new page?
No that won't be possible.

You could script your links with a specific target, though... _self, _parent would just open the link in the Virtual Agent window itself. Not in the Service Portal itself.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

---

LinkedIn
Community article list

Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

---

~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field