Hi @Vinay49,

I'm assuming your screenshot is the stock URL Navigation record under Conversational Interfaces, Type Custom Mapping, Table Knowledge, and the Value field still reads its default, /{{portal}}?id=kb_article&sys_id={{data.sys_id}}. If that's the case, here's the constraint you're up against: for a knowledge result, that record only ever gets fed two tokens, portal and data.sys_id. There is no data.number in this context, so the moment you reference it in the Value field it resolves to nothing and the whole link breaks.

You can rename the query parameter to whatever your custom article page expects, i for instance, that part is just a label. What you can't change is the token itself, it has to stay {{data.sys_id}}: /{{portal}}?id=knowledge&i={{data.sys_id}}. If your page genuinely needs the KB number rather than the sys_id, the fix isn't in this record, it's a static template with no lookup capability. Easier to handle it on the receiving page: either resolve the article by sys_id directly (cleanest, always unique, always populated), or add a small script that takes the sys_id off the URL, queries kb_knowledge for the number, and redirects.

Thank you,
Vikram Karety
Octigo Solutions INC