Knowledge article results from AI Search returns undefined sys_id

[Alex Gonzales]

Hi All,

Im having problem with AI Search. Whenever Im searching on to the typeheadsearch. And clicking one of the search result that is a knowledge article. 

It redirects me to knowledge article page but "sys_id" from url parameter is undefined

Anyone else having the same problem?

[Zach3]

We're experiencing the same issue unexpectedly as well. We have "View Article" Search Result Actions already properly configured, and AI Search/Knowledge base links were functioning correctly until recently. It's unclear yet if recently activating Manager Hub led to AI Search > Articles breaking, or if it was caused by something else.

We're running:

• Employee Center 27.0.4
• Employee Center Core 27.0.5
• Employee Center Pro 27.0.2
• Manager Hub 1.0.0

[Community Alums]

Knowledge articles not redirecting to kb_article page - Support and Troubleshooting (servicenow.com)

Description

In AI search-enabled portal, when clicking on generated suggested results for knowledge articles, users are being redirected to page id=form with sys_id as undefined in url for custom portals. This happens after upgrade to employee center pro version 27.0.2

Cause

After upgrading to employee center pro version 27.0.2, a new record of Knowledge search results is created in EVAM config definition for OOB 
<https://<Instance>.service-now.com/nav_to.do?uri=sys_ux_composite_data_template_predicate_bundle.do?sys_id=34e7294753571010069addeeff7b1222

This is using ec_navigation declarative action. For the custom portal we will define navigation as action name which is OOB available action before upgrade.

Resolution

Update the action name to ec_navigation for custom portal in sp_ai_search_results_action_config table and update the payload query parameters similar to OOB employee center record.