Knowledge articles opening in 'form' page on Service Portal

[AnirudhKumar]

We are using the OOB Typeahead search widget on our custom portal.

When we search for knowledge articles on the searchbar, the search results take us to the form page (id=form) of the kb article. What we want is the search results to redirect us to kb_article page instead.

Could anybody help me out?

[AnirudhKumar · Accepted solution]

We found the solution guys.

It was in the Search Result Actions (All > Service Portal > AI Search > Search Results Action)

We updated the Service Portal field to include our custom portal. This had to to be done for about 9 Search Result Actions (relating to catalogs, knowledge, and users).

Thanks a lot for your suggestions. 

[tinayang15]

Just wanted to add here an additional resolution for our similar situation: our typeahead search was actually customized in 2021 and no longer received the OOB updates. We were able to solve it by importing the OOB typeahead search xml. So double check your typeahead search is the OOB. 

[ankit sharma1]

please try exploring below also, this worked for my instance

Portals > <Portalname>> Search Sources > PortalName Knowledge

it reads generally 

<div>
  <a href="?id=form&sys_id={{item.sys_id}}&table={{item.table}}" class="h4 text-primary m-b-sm block">
    <span ng-bind-html="highlight(item.primary, data.q)"></span>
  </a>
  <span class="text-muted" ng-repeat="f in item.fields | limitTo: 4">
    <span class="m-l-xs m-r-xs" ng-if="!$first"> &middot; </span>
    {{f.label}}: <span ng-bind-html="highlight(f.display_value, data.q)"></span>
  </span>
</div>

replace id=form to id=kb_article

<div>
  <a href="?id=kb_article&sys_id={{item.sys_id}}&table={{item.table}}" class="h4 text-primary m-b-sm block">
    <span ng-bind-html="highlight(item.primary, data.q)"></span>
  </a>
  <span class="text-muted" ng-repeat="f in item.fields | limitTo: 4">
    <span class="m-l-xs m-r-xs" ng-if="!$first"> &middot; </span>
    {{f.label}}: <span ng-bind-html="highlight(f.display_value, data.q)"></span>
  </span>
</div>

[tinayang15]

Where is this exactly? It looks like our url are the same and it's pointing to form instead of kb_article

[Petr Pastuszek]

We faced simmilar issue, this has resolved

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1557015

/Petr