User experience when searching by Knowledge Number

[Nagireddy3]

Hello Everyone,

Could you please help on my below issue.

I have upgraded my PDI to Utah and when i search any knowledge article with Knowledge Number in ESC on browser HR search bar i could the KB article with editable access. When i search with any keyword with the same article i could see portal view. 

Can you any one please let me know is this expected or if it is happening after Utah upgrade.

When i searched with KB article number i could see below View.

When i Searched with any key word like How to publish, Publish Knowledge article i could see below view.

Thanks,

Nagi

[Community Alums]

Hi @Nagireddy3 ,

That is very unusual. On an out-of-the-box Instance there is a default value set for the Knowledge Base [kb_knowledge_base] field. It is "dfc19531bf2021003f07e2c1ac0739ab". This is the sys_id for the Knowledge Knowledge Base. You can change this value or if it's not there you can add it in. To do this you can right-click on the field while viewing a KB Article and select Configure Dictionary

You will be taken to the dictionary entry for this field, where you can navigate to the Default Value section/tab and change the value

[Nagireddy3]

Hi @Community Alums;,

Thanks for your reply, i have tried that and still i am able to see the same view. 

Thanks,

Nagireddy

[Community Alums]

Hi @Nagireddy3 ,

When you search for a Knowledge Base article by its Knowledge Number in ESC on a browser HR search bar, you are likely being directed to the Knowledge Base article in the ServiceNow platform. Since you have editable access to the article, you are able to view and edit the article in the ServiceNow platform.

However, when you search for the same article using a keyword, you are likely being directed to a public-facing view of the article on a portal or Knowledge Management (KM) homepage. In this view, you may not have editable access to the article, depending on the permissions set up by your organization.

To ensure that you have consistent access to Knowledge Base articles, it's important to understand the permissions and access controls set up by your organization. You may need to work with your ServiceNow administrator or IT team to ensure that your access to articles is set up correctly. Additionally, you may want to check if your organization has set up any specific search configurations that are affecting the way you are accessing Knowledge Base articles.

[jrusso]

I am having the same problem.  In my legacy HR portal, I could always search by article number, even leaving out the leading KB00, and my article would be found and open in the portal view of the article.  We even told users that they could search by the article number as it would return the exact article vs. searching a partial title or key words.

However, as we are implementing the Employee Center Pro and AI search, searching by article number finds a match, but it opens in the form view.  This does not seem to be expected behavior.  Any help would be greatly appreciated.