Knowledge Base: Incorrect navigation of Knowledge articles

[Gulzar Manuja2]

Dear All,

Issue: I have a problem where when I click on a knowledge article, system navigates to an incorrect knowledge article.

Problem Description: We have a portal page within ServiceNow instance where there is a section for News Feed as shown below:

I

I have created a knowledge article 'Test KB Article' and published it and the same is highlighted in red above. Now, when I click on this knowledge article, system navigates to some other knowledge article as shown below:

Reason for this incorrect navigation is the same KB # generated by the system for these two different knowledge articles.

Whenever I click on 'Test KB Article' created by me on the portal page, system navigates to this other KB Article with same KB # KB0010035. There is this configuration where when an article is clicked, system checks its KB # and displays the older knowledge article with same # which is evident from the URL highlighted above(kb_view.do?sysparm_article=KB0010035). Now I want to change this configuration to point the record to sys_id (since sys_id for a record would always be unique) of the record instead of KB #. But I don't know where to change this setting/URL.

Any help would be highly appreciated.

Thanks & Regards,

Gulzar Manuja

[Dave Smith1]

What's the KB number of your test article?

[Gulzar Manuja2]

It's KB0010035. There was problem with the counter as system was generating already existing numbers. So I have corrected the counter issue. But I want to change this URL argument where when a user clicks on a knowledge article, its taking KB # as sysparm_article instead of sys_id.

I hope my question is more clear now.

Regards,

Gulzar Manuja

[Dave Smith1]

Okay.. if it was using the sys_id value, that would have found the correct article. I can see an issue if it was using the KB number, which was duplicated.

My thought is to copy the Kb article as another (just edit it, change KB number, then "insert & stay") and remove the erroneous one.   It's a long-winded way of doing it, but that should flush out the problem.