Update OOTB property defaults for docs URL migration - Known Error

Update OOTB property defaults for docs URL migration Description Summary After ServiceNow migrated to a new documentation vendor, in-product help links may return broken URLs or fail to load the correct documentation pages.

Symptoms Clicking help icons or help links within the ServiceNow platform displays incorrect URLs Documentation pages fail to load or show 404 errors Help context links do not navigate to the expected documentation topics Cause ServiceNow changed documentation vendors, which resulted in new URL structures for the documentation site. System properties that control in-product help URLs still reference the old vendor's URL format.

Resolution Update the following system properties in your instance to use the new documentation URL structure:

1. Update glide.help.default.page If current value is:

http://docs.servicenow.com/ OR https://servicenow.com/docs/ Change to:

https://www.servicenow.com/docs/ 2. Update help.base.servicenow If current value is:

http://docs.servicenow.com/?context= OR https://servicenow.com/docs/csh?context= Change to:

https://www.servicenow.com/docs/access?context= 3. Update help.base.default If current value is:

http://docs.servicenow.com/?context= OR https://servicenow.com/docs/csh?context= Change to:

https://www.servicenow.com/docs/access?context=

Steps to Reproduce

1. User opens an instance with a link to the docs site that uses the API call: `/api/now/v1/context_doc_url/{topickey}`. 2. The API call evaluates the values of the properties mentioned above to generate documentation URLs. 3. Observe that the generated URLs reference outdated URLs due to the change in documentation site structure.

Workaround Redirects can be added on a case-by-case basis by contacting ServiceNow support. Alternatively, you can use the servicenow.com/docs site to search for the content.