AI Search type ahead knowledge articles links taking user outside portal

[magee]

Hi all-

Got a weird one. 

We've enabled AI Search.

In the portal, in the search widget, I can put in a search term like 'user'

If i hit 'Enter', I'm taken to the Search Results page.

I can then click on a knowledge article and i'm taken to the article in the portal. The link looks like this:

/sp?id=form&table=kb_knowledge&sys_id=1234566laskjdflsajfw43o543438934u

This is goodness

The problem I'm having is in the typeahead from the portal homepage

When I search for 'user', I'm given 'Recently View' and 'Suggested'

Clicking on a Recently Viewed link works fine

Clicking on a suggested link (for knowledge) kicks me out of the portal.

When I click on the suggested link for a knowledge article, i'm taken to a URL like:

/kb_view.do?sys_kb_id=12345566lajdflaksfjdlaskdjflkjasfd2344

I've tried everything (I think) that I can think of that might affect the typeahead links but I'm striking out. 

Open to any suggestions

[Thomas Manna]

Having this issue too, hoping to boost for visibility!

[magee · Accepted solution]

I had a support tix in with servicenow and after a lot of back and forth and changing hands, the issue was finally resolved. In a nutshell, it boils down to EVAM updates. There's a lot involved (IMHO) for something so small. In any event, here are some links that the tech referenced to help him fix the same issue he replicated on his instance:

Thanks for you're time on the call. Great news! We were able to get the correct URL to work when you click on that card. This is the KB I followed to get me to that point:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0994748

These are the two docs on Evam Definition/Configurations (there are more but these are probably a good place to start)
https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/ai-search/ta...
https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/administer/evam/task/define-t...

I'd walk you step by step but I get lost very quickly trying to go back and see what I did. Hope this helps though

[Thomas Manna]

Thanks a ton for swinging back and sharing this with me!