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KB articles directly pointing to external link - Servicenow


I have got a requirement: KB article should directly link/point to an external URL.

Details:

When an end user clicks on a KB article in Knowledge base, he should be directly redirected to an external link rather than opening the KB article in ServiceNow.

I have provided an external link inside the article, so the end user can open the article and then click the link to re-direct. But the user does not want to open the article, but wants to go directly to external URL.

I know the requirement is a bit weird. Let me know if anyone has an experience with this.


Solution

  • Redirect the user via Client Script to the external URL:

    1. User clicks on the knowledge article
    2. Knowledge articles opens and
    3. On Load Client Script executing with URL call.

    If you can call the URL early enough, the user will not see the article.