hr portal - knowledge base category does not display on hover over and clicks as well yields no val

priyadharis
Tera Contributor

‎07-08-2025 05:39 PM

hr portal - knowledge base category does not display on hover over and clicks as well yields no values for specific user

0 Helpfuls
  • 349 Views
1 REPLY 1

Community Alums
Not applicable

‎07-08-2025 06:15 PM

hi @priyadharis 

 

can you please provide the screen shorts for more details.

 

Possible reasons and what to check:

1️⃣ Broken widget or missing widget instance

  • If you’re using the Employee Center or HR Portal, the categories are usually rendered by the KB Category or KB Categories widget.

  • If the widget wasn’t included properly on the page, or the page was cloned/customized and lost its binding, the hover and click functionality won’t work.

  • ➜ Check: Open the page in Service Portal Designer (/sp_config), find the page (usually something like kb_home or a custom HR page).

  • Make sure the category widget is there and hasn’t been removed or replaced.

2️⃣ ACLs or permissions

  • The logged-in user must have at least sn_hr_sp.kb_reader or equivalent role, plus read access to the knowledge base, categories, and articles.

  • If the user can’t see the categories in the backend (kb_category table), the portal won’t show them either.

  • ➜ Test: Impersonate a user with admin, and see if the categories appear.

  • If yes: it’s a permissions issue.

  • If no: it’s likely a config/widget issue.

3️⃣ Categories not published / not linked

  • For categories to appear:

    • The Knowledge Base must be published and active.

    • Categories must be created in the kb_category table and linked to that KB.

    • There must be at least one published article under each category.

  • ➜ Check: Go to Knowledge > Administration > Knowledge Bases, open your KB and check the category tree.

  • Confirm that categories and articles are active and published.

4️⃣ Client-side error or broken script

  • A JavaScript error on the page can stop all widgets below it from loading correctly.

  • ➜ Test: Open browser Developer Tools > Console, refresh the page, and see if any errors appear.

  • Even one uncaught error can break the hover and click handlers.

5️⃣ Theme or CSS override

  • Sometimes, custom themes or CSS on the HR Portal can hide or break the category list styles.

  • ➜ Test: Temporarily switch to the OOTB portal theme and see if it works.

0 Helpfuls