Knowledge Article Displays Blank Page When GDS Does Not Match Article Core

ramireddysa · an hour ago

Hi everyone,

I’m facing an issue with Knowledge articles in our Support portal and would appreciate any guidance.

We have a Knowledge article whose Core is set to Worldspan. When the article is accessed from the portal:

GDS = Worldspan → Article displays correctly.
GDS = Apollo / something other than worldspan → Article opens as a blank page.
GDS = All → Article displays correctly.

I tested multiple Knowledge articles and observed similar behavior when the selected GDS does not match the article's configured Core. Could anyone please advise where the GDS/Core-based Knowledge access or filtering configuration is maintained? I would like to understand what is causing the article content to be blank when there is a Core/GDS mismatch.

I have already checked the article's Can Read criteria, but I would like to know if there is any Service Portal widget, Script Include, Business Rule, ACL, or other configuration that controls Knowledge article visibility based on GDS/Core. Any guidance on where to troubleshoot this would be greatly appreciated. Thanks!