Articles not loading as expected when searched in employee center

[dev_S]

Hi Team,

When I'm searching the article in employee center search bar sometimes article is loading as expected and sometimes are articles are not loading as expected 

The sometimes url loading " https://dev287345.service-now.com/syn_esc?id=kb_article&sysparm_article=KB0012345&topic_id=04ba46d78...

and sometimes loading this url " https://dev287345.service-now.com/kb_view.do?sysparm_article=KB0012345 "

this is the issue.

Can anyone help me on this I couldn't find the solution 
@jMarshal  Please help

Thanks,

Devender

[jMarshal]

Hi Devender - there could be a few things at hand, here...I can't say for sure what is creating/causing your specific conundrum...but here is some info that might help you get to the bottom of this.

The first link you have there is an absolute link to search results in the employee centre and the other is a permalink to the article. This happens with google too for example, where you can "copy a link" in your browser and have the google search string embedded in the link - as opposed as what the link directs to.

I believe this has more to do with the browser and the way people copy links, than it does with ServiceNow or Google (for instance)...but if you are still using Zing search instead of AI search in EC, that might be a good place to start (upgrade to AI search instead of Zing).

I always direct my users to only ever rely on the "permalink" when it comes to distributing links to KB articles or embedding those links in other articles.

I have authored a KB article, which specifically tells the fulfillers and technicians how to do this (via the "Copy permalink" related link on KB Article records)...and then I direct them to that article, whenever they are having trouble with "different kinds of links" to a KB article. Of which there are many, not just the example you have here - for instance, you can generate a link to the KB Article via SysID, which is to a specific article version and causes problems for end-users when a new version is published.

[dev_S]

Hi Marshal,

Thanks for your reply we are already using AI search in EC still issue is there when article is searched with Kb number I have attached the screenshot as mentioned in 1st & 2nd screenshot when searched if we get that result then if click on the article it is loading fine.
But when searched with Kb number sometimes getting Exact match with id as mentioned in the 3rd, 4th and 5th screenshot at that time facing the issues url also redirecting to different.

What is the issue and what needs to be done please help me on this.

Thanks in advance

[jMarshal]

Ahhh, I see. Unfortunately, I'm not sure there is a solution to your problem -- unless you suggest this as an "feature enhancement idea" through the Now Support Idea portal.

What is happening here, is that the "Exact Match" result is exactly that - a specific record (sysID and table reference)...and you don't want that. Due to the Knowledge Management versioning features, you want the permalink, which is what comes up in the search results "normally", when not using the exact match feature.

I don't know of any way to customize or configure AI Search such that it uses permalink for "exact match" when the record is on the kb_knowledge table...but it might not be hard.

This sounds like a good idea/feature, to me - which is why I would say that you should put this in the idea portal. If you do, please update this thread with a link to your entry and I will upvote as I would like to see that implemented!

[dev_S]

Hi Marshal,

Thanks for your reply we are already using AI search in EC still issue is there when article is searched with Kb number I have attached the screenshot as mentioned in 1st & 2nd screenshot when searched if we get that result then if click on the article it is loading fine.
But when searched with Kb number sometimes getting Exact match with id as mentioned in the 3rd and 4th screenshot at that time facing the issues url also redirecting to different.

What is the issue and what needs to be done please help me on this.

Thanks in advance