Show Knowledge Article preview in Service Portal instead of Platform UI

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With the ServiceNow Platform, you get access to the knowledge module. You can create one to many knowledge bases and create articles in them. If you are a knowledge creator and publish knowledge articles for the Service Portal you might get frustrated. Previewing knowledge articles with out-of-the-box functionality is bad. At least for me, it is bad… I usually want to see how my customers will see the knowledge article. But by default, I have only a preview available in the platform UI.

With each knowledge article I’ve written, my frustration grew. Therefore I wanted to change the default behavior. And it is just a simple trick with a new UI action. Of course, you can adjust the existing UI action too, but for upgradeability, I went for a new UI action.

UI Action to open knowledge article in Service Portal

My requirements:

  1. Additional link points to Service Portal from the related link list of knowledge articles.
  2. Article is saved when clicking the link.
  3. Knowledge Article opens in new tab for preview.

Implementation:

  • Create new UI action on the knowledge table.
  • Check the Form Link box.
  • Add an OnClick function which is called from the script section.
  • Add a Condition same as the out-of-the-box preview link.
  • Update the script with the function you call.
function openRecordInServicePortal(){
	var url = 'sp?id=kb_article_view&sys_kb_id=' +g_form.getUniqueValue();
	g_form.save();
	g_navigation.openPopup(url);
	
}

Now you have a new link that will preview your knowledge article directly in the Service Portal.

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