Allow perma and pretty Links for all incidents, knowledge, changes, etc.
I can no longer justify sending links that look like this to the CEO:
https://DEMO.service-now.com/sys_attachment.do?sys_id=8fcb35c60a0a3c1c017cd77b61309ec8&sysparm_viewer_table=kb_knowledge&sysparm_viewer_id=8fc8c91f0a0a3c1c0149bc22d14c4848
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Robert Ninness commented
See my solution to this request here: http://cat-bob.com/2012/09/url-shortening-in-service-now/
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Koen van Dooren commented
Make the "number" field unique and make a link like:
yourinstance.service-now.com/incident.do?sys_id=INC0001 -
AdminStacey Bailey (Admin, ServiceNow) commented
@Jace - system doesn't seem to be smart enough to make the translation, which is why I suggest that the sys_id of the record is a more reliable perma-link than the KB number. However, our developers were easily able to write a script to convert all the links to their newly-padded equivalents.
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Jace Benson commented
@Stacey Bailey - why can't the system know to pad numbers so if you link to a record like INC1234 it knows to use the correct padding for instance INC0001234
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AdminMatt Beran (Admin, ServiceNow) commented
I know there is a bit of Service Now that utilizes the "TinyURL" functionality too, maybe that's a good happy medium? Change the "Copy URL" UI script to use that TinyURL...
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Valor commented
For anything task based, the "number" field should be unique (except for the instance that Stacey mentioned), so you can use this:
https://demo.service-now.com/nav_to.do?uri=task.do?sysparm_query=number=_________Matt, I know this isn't quite what you are looking for, but one could also create a simple UI Page that would redirect to the correct item based on the number, with a simpler link. Example:
https://demo.service-now.com/item.do?item=KB0010044You could also probably use Content management for this.
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AdminStacey Bailey (Admin, ServiceNow) commented
My problem with the permalinks is that they do not use the sys_ids but the kb numbers themselves. We just re-padded all our kb article numbers to allow for future growth, which rendered every permalink embedded within documentation and other articles useless. We had to do a second pass to refactor all those and still missed some embedded within documentation and emails. Not so perma.