Knowledge Articles in Related Search not showing correctly

[Staxed]

Wasn't sure where to ask this so hopefully Developers is a good place.

After our recent upgrade to Toyko (last week), when creating a new incident and using related search, knowledge articles are appearing for a second when clicked and then minimizing to a small fraction of the popup box.  I'm not sure where to even look to solve this issue so hoping someone has experienced or might know a fix.

Some images:

View of the related search results:

When clicking a link, for the first second:

After a second or so, turns into this:

(You can actually scroll through that tiny bar at the top and see the entire article, but it's in a tiny sliver of the screen, maybe 5-10 pixels tall).

[SN Steve O]

Alright... this was a fun one to try and figure out what the actual issue was going on. So, here's what's happening (at least in our instance):

1. Navigate to an incident in UI/Classic
2. Search for an article you know has images in it
3. Click on the URL for the article loading the modal and article
   • Note the URL changes to "kb_view"
4. Close the modal
5. Search for another term
6. Click on the URL for the article loading the modal and article
7. Notice the CSS modifies after loading for KBs containing images (attachments? media?)

I think the issue is a mix of the URL being modified and caching. Could also be related to Classic UI and attachments. Just thought I would add information based upon my research this afternoon. I'll be submitting a case to SN support.

[jashu1]

Hi,

Although 'Use Live Feed for Knowledge feedback' property is turned off, I am facing the issue, knowledge articles are appearing for few seconds when clicked and then it is going blank. Any solution from SN support team?

[Staxed · Accepted solution]

This is the solution that was provided by the HI Ticket that I opened for this issue:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0656057

[jashu1]

Hi,

Thanks for your response, it says this issue is fixed in Tokyo patch 5. we are going to upgrade to patch 5, currently we are in patch 1B.

[Valerie20]

Related to this question, we currntly have only 5 KB articles/catalog items display in 'Related Search' off the Incident form. Where do we go to update this to a higher number (like the image above). I am not a developer, a product owner needing this info. Thanks.