How to: Link to a knowledge article in ServiceNow

Introduction

TIP: Be sure that the article is available to the public before using the public URL format. Test your link to be certain.

NOTE: These links are for askIT. Other areas using ServiceNow must change the host name (askit.ttu.edu) and service portal suffix (/sp) to match your college or department's service portal.

Instructions

Publicly viewable articles

Use the following format:

https://askit.ttu.edu/sp?id=kb_article_view&sysparm_article=X

Replace X with the number of the article.

Articles that require authentication

Use the following format:

https://askit.ttu.edu/saml_redirector.do?sysparm_uri=sp?id=kb_article_view%26sysparm_article=X

Replace X with the number of the article.

NOTE: This will require eRaider authentication even if the article is marked as a "Public view" article, so only use this when the value in "Can read" is not "Public view".

Link to a knowledge article from another article or a catalog item

Use the following format:

/kb_view.do?sysparm_article=X

Replace X with the number of the article.

EXAMPLE: /kb_view.do?sysparm_article=KB1234567

Do not use a full URL path beginning with http or https. In other words, use relative links instead of absolute links.

Do not specify a target when linking to resources inside ServiceNow, like another article, from within ServiceNow. The target setting may read something like "Open link in".

Link to a specific version of an article

Linking to the article number is the almost always preferable because it will display the most recent version of the article. However, occasionally, one might need to link to a specific version of an article. Each version of an article has its own unique system ID (sys_id). Once you locate the sys_id of the article, use the following method to link to that article version, where SYSID is the sys_id of the article:

Publicly viewable articles

https://askit.ttu.edu/sp?id=kb_article_view&sys_kb_id=SYSID

Articles that require authentication

https://askit.ttu.edu/saml_redirector.do?sysparm_uri=sp?id=kb_article_view%26sys_kb_id%3DSYSID