Hi Team,

We recently implemented the 'Knowledge Versioning' plugin as e were keen to manage our KB articles and to ensure we could manage changes and approvals etc... The versioning works great and is easy to use, however we have come across one major setback - you can't reference the new versions with the same link as it uses the sys_id.

Let me explain. OOTB when you view a KB Article on the Portal the link will look something like this:

https://instance.service-now.com/hrportal?id=kb\_article&sys\_id=01994444444340919e7aaaaaa55555

However the issue is that with the Versioning plugin the sys_id changes for each version. And you cannot access the Article form the Portal using the 'number' field ie: KB123456. This impacts the Portal only, in the backend view you can reference the KB Articles using the 'number' in the URL. We could provide this view to our customers, but the user experience is less than ideal.

I have logged a ticket with HI (INT3758353) on this as I believe this is a major flaw and without a fix we are looking to remove the plugin completely.

We reference KB Articles all the time from our intranet, other articles, comms to the business etc... so the impact on our IT and HR teams is quite major.

However - in the meantime I came up with a workaround that will help us. Instead of linking to the 'base' KB Category (and then the user has to try and find the article themselves, again less than ideal) we use the search functionality.

So we search or the KB123456 number and then COPY the search link - this will only show the one article and the user can then select it. Easy as and it works, not ideal, but better than nothing. So your link would look something like

https://instance.service-now.com/hrportal?id=search&t=kb&q=KB123456

Simple but effective - hope this helps.

I'll also update this when I hear back from HI on my ticket. I'd be interested to know if anyone else is experience this issue - if so please log a ticket so we can add more weight to this being fixed sooner!

Cheers

Carl.