KB Articles displayed in Employee center

[Jakub Koncek]

Dear community, we have an issue with displaying KB articles from templates in Employee center.

The KB articles created via Article templates are displayed via wrong page and widget and we need to make sure they are being displayed via kb_article page and kb-article-content widget (OOB way).

Would you know where is the component that generates the URL and how it is generated to display the KB article in Employee center?

We need to make sure a different page and different widget does not replace the OOB page & widget for displaying KB articles created via Article templates.

[Peter Bodelier · Accepted solution]

Hi @Jakub Koncek,

Not sure that I fully understand your issue, but I think it would be solved by using Service Portal > Page Route Maps.
See also: Enable the page route map (servicenow.com) (Docs for HR, but works for all portals and pages)

[Jakub Koncek]

Hi Peter,

let me be more specific here.

OOB Employee portal uses this URL to display KB articles in this manner:
https://manndev.service-now.com/employee_portal?id=kb_article&table=u_kb_template_hr_article_policy_...

page id:
kb_article

widget:
kb-article-content

In our instance if the KB article is created via article template (child table from kb_knowledge) the URL for displaying in Employee portal is:
https://manndev.service-now.com/employee_portal?id=form&table=u_kb_template_hr_article_policy_templa...

page id:
id=form

widget:
mh_form

[Austin Tebbenh1]

Experiencing the same issue. Does anyone have a resolution to this^?

[E Camacho]

I ran into this with catalog items and kb articles with AI search where Genius Results navigated the user to the form page instead of the esc_sc_cat_item and esc_kb_article_view pages. Not sure this will fix it, but the solution to the problem I had is posted here in case anyone is experiencing that issue as well.