Knowledge Article Helpful widget not showing when using article permalink

[Lesley W]

Has anyone else experienced this?

If I navigate to a knowledge article via a permalink in our Portal it WILL NOT show the 'Knowledge Article Helpful' widget.

If I navigate via search results or from the knowledge homepage (featured, most useful, most viewed etc.) the widget WILL show.

We're currently on Washington DC

[Lesley W]

I believe a HI ticket was raised and resolved, as I haven't seen the issue again in our instance.

I am noticing now, however, in Xanadu that the feedback widgets are not showing when certain links are selected to view articles in the portal, but I still need to work out when or why it happens.

[SaurabhGidwani]

Hi @Lesley W  I was able to solve this, In our case this was causing this issue:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0954969