Permalink (recommended)

Each knowledge article created in ServiceNow is assigned a permalink that will always point to the last published version of the article. Using this link will direct users to a view of the knowledge article that is UT-branded and displayed within the UT ServiceNow website's interface, giving users the ability to access all the features on the self-service website from the article.

Using this link will direct users to log in if certain credentials or permissions are required to access a certain knowledge article. A message will appear indicating that authentication is required, then the user will be directed to UTlogin to authenticate before either being directed back to the article or receiving a message that they are not authorized to view the article.

Use the Copy Permalink link displayed at the bottom of the body of each knowledge article in the fulfiller view of the article or the Get Permalink link below "Related Links" in the edit view of the article. The permalink is in this format: https://ut.service-now.com/sp?id=kb_article&number=KB0014777

                      Fulfiller View:                                                                            Edit View:

This is the recommended link to use any time you are providing a direct link to a knowledge article.

Sample Self-Service View Permalink view:

Fulfiller Link

The Fulfiller version of the link will direct users to the internal view of the knowledge article, which is what fulfillers see when navigating knowledge within the ServiceNow tool. This version of the link only points to a particular version of the article, identified by its sys_id, and will become out of date if the article is revised. This version of the link also does not include UT-specific branding and does not include the self-service website navigation. Use the View Article link below "Related Links" in the edit view of the article.

The Fulfiller link is in this format: https://ut.service-now.com/now/nav/ui/classic/params/target/kb_view.do%3Fsys_kb_id%3Ddef8d2c29721f9d0789d371e6253af09

This version of the link assumes authentication, since it leads to an internal view. Currently, if a user tries to access an article from this version of the link that requires authentication, and they are not logged in or do not have appropriate permissions, they receive a misleading "Article Not Found" error rather than being redirected to login. Assuming the fulfiller has appropriate permissions, they can log in to ServiceNow to view the article, but will need to navigate back to the knowledge article link rather than being automatically redirected.

As such, this version of the link should generally be avoided unless it is being shared with a known fulfiller, and even then it can cause confusion.

Sample Fulfiller Permalink view:

Relative Link

In some cases, a knowledge article will be created or edited in a development environment, to be move to the production environment later. To prevent the permalink from breaking when the article is moved into production, a relative link can be used which will work between environments. To create the relative link, find the permalink and remove the beginning part of the URL so that you’re left with this format: /sp?id=kb_article&number=KB0019130