Render knowledge articles in kb_view intead record on configurable workspace

[Yuri Vidal]

Hello People,

How can i render Knowledge Articles in "kb_view"  instead "record" on configurable workspace?

I have a custom configurable workspace and cannot reproduce this behavior observed in the SOW Workspace or CSM Configurable Workspace (Vancouver Patch 5). When I choose any KB, using the List, Agent Assist or Global Search, the Workspace behavior shows them using the "kb_view".

But in my custom workspace, the behavior use the "record" view.

I suspect it's some configuration in the "page variant" in the UI builder, but I didn't identify where.

[Kristen Dettman]

Yes, I followed the workaround steps in this KB and it solved the issue for me! https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2252998

[BorisR112699856]

Thank you Kristen. I figured it out using this article and sorry, i didnt realize that Janis posted this one already below.

Just for anyone else who is having that issue:

You must have an route mapping defined on the Route config.
Route config: sys_ux_dynamic_route_config
Related route mapping: sys_ux_dynamic_route_mapping

The reason why it defaults to route = record is just that this is the default route when no mapping exist.
Once i added the Source component and the right table, for example, workspace_global_search as the source component and kb_knowledge as the table, i was then able to modify the Parameter payload to point to "kb_view" instead of "record".

I now have to do this for all the relevant Source components and also all tables (keep in mind that Knowledge templates have an own table).

[DSchaeffer]

Did you ever make any progress on this?

[janisruduks]

Hi, I had a comment explaining how to deal with this issue but it seems its missing or not visible.
I would suggest checking this known error article https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2252998