Knowledge articles not redirecting to kb_article page

Klug
Tera Contributor

‎10-10-2023 07:43 PM

I have a problem regarding AI Search, when I click on a KB through Suggested Search or Suggestion, I am directed to the link "esc?id=form&table=kb_knowledge&sys_id=undefined."

How can I fix this?

I've seen this KB: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1208300

I used this one too: https://www.servicenow.com/community/ai-intelligence-articles/changing-the-ai-search-navigation-on-e...

 

and I've also seen this post: https://www.servicenow.com/community/developer-forum/knowledge-article-results-from-ai-search-return...

 

but none of them solved the problem.

Klug_0-1696992131258.png

 

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3 REPLIES 3

Sandeep Rajput
Tera Patron
Tera Patron

‎10-10-2023 08:27 PM

@Klug It seems that the sys_id parameter in link "esc?id=form&table=kb_knowledge&sys_id=undefined." is not set correctly hence you are navigated to a record not found page. Check your script/configuration using which the link is generated where the value of sys_id parameter is set.

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Klug
Tera Contributor
In response to Sandeep Rajput

‎10-11-2023 05:51 AM

Hi @Sandeep Rajput , I was looking for and doing exactly what the links above said, but I didn't find this script, any idea of Where is this script that generates the URL??

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jiral
Giga Sage
In response to Klug

‎10-30-2023 08:57 AM

You might want to check https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1557015 

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