How to redirect users from /kb_view.do?sys_kb_id to service portal /sp?id=kb_article_view&sys_kb_id=

JRY · ‎06-23-2022

Hello Team,

I recently built Topics on the virtual agent designer for searching KB Articles, and everything appears to be working well with the exception of one thing: when I click on the link, it redirects to backend view rather than portal view. I have no idea why this is behaving oddly. Please let me know what needs to modified if you can.

Verified Script Include as well it looks good

Current View :

Required View:

Thanks,

JRY

Chaitanya Redd1 · ‎06-30-2022

Hi Jry,

I can tell that the code is perfect. Pls validate to see if "portal" is coming from the right place. Verify it in the Virtual agent designer's Display links on the Topics flow. Test whether hard coding the portal url suffix will work.

Regards,

Chaitanya

If my answer helps in any way please mark it helpful.

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dimple adlakha · ‎09-07-2022

Could you tell me where excatly you changed and what changes you made in script include and SI name please ?

Is there any changes in designer part as well

pooja112 · ‎12-27-2023

hello Dimple,

Please find below article from ServiceNow.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0961011