Overview

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Inserting and formatting links to other Knowledge Base (KB) articles, external sites, article anchors, and attachments.

Critical Concepts

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• For external links and attachments, make sure it is clear what is being downloaded or where reader is being sent to
• Ensure any files attachments have descriptive file names
• Never provide just the hyperlink itself, all links should have descriptive text
• Link text should either use the title of the resource OR provide brief explanation of linked resource 
• Link text should be placed at the end of sentences or paragraphs whenever possible

Steps to Take

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ServiceNow Knowledge Article Link

There are two ways to get the URL link for a KB article:

1. Use this link format and add the KB number at the end (replacing the zeros):
   
        https://support.ucsd.edu/its?id=kb_article_view&sysparm_article=KB0000000
   
   
2. On the article where you are adding the link and select the text which will be used as the link text.
   
   1. Click the Link icon  on the editing toolbar.
   2. On a separate page/tab:
      
      1. Open the customer facing Support Portal.
      2. Open KB article to which you wish to link.
         
         1. You can search by the KB number in the search bar or go into the Service Organization and browse through their catalogue. 
         2. Scroll down to the bottom of the article body and in the right corner click Copy Permalink
            
            
            
            
         3. This link will copy the article's permanent link to your clipboard and include a unique 32 character identifier number at the end, which is not required but can be retained in your link. 
   3. Go back to the article you are creating/updating and paste complete permalink in the URL field.
   4. Verify link text is correct.
   5. Set Open Link in... type to Same frame (_self) for displaying article.

External Link

1. Copy the URL of the page you wish to link to.
2. In the KB, select the text to be used as link text, make sure that surrounding text lets reader know where target link is from and context for link.
3. Click the Link icon  on the editing toolbar.
4. Paste complete link in the URL field.
5. Verify link text is correct.
6. Set Open Link in... type to Top frame (_top) for displaying article.

Jump Links (Bookmark)

Follow these steps to add a link to jump to specific part of article, from within the article. 

1. Put your cursor on the heading you would like to "jump" to and click Source Code <> icon.
2. In the Source Code, locate the corresponding opening heading tag and enter an id.  Here are some examples:
   
   • <h3 id="name">
   • <h2 id="title">
3. Now you can make a link pointing to this ID.   Select entirety of text to be used as link text
4. Click the Link icon  on the editing toolbar
5. In the URL field, enter a # followed by the ID name (no spaces).  Here are some examples:
   
   • #name
   • #title
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6. Keep Target set to None (Use Implicit)

Attachment Download Link

1. Before getting started, ensure that your source files have a descriptive file name - this should give a brief explanation of the resource 
2. Select the paperclip / attachment icon on the top toolbar:  
3. Choose file(s) you would like to attach and close Attachments
4. Click the Insert / Modify Link icon  on the editing toolbar
5. Under Link List, select the name of your file
6. The URL and Text to Display field should autofill
7. If needed, enter alternative Text to Display giving reader a brief explanation of what will be downloaded 
   
   • Be sure to follow Link Text guidelines above