Suggested search results open in "backend view" instead of "portal view"

[Johan van den H]

When I search for something on our portal I get "recently viewed" results and "suggested" results.
The suggested results display the knowledge page in an older, more backend like format while the recently viewed results display the same knowledge page in the correct portal view manner.

Backend view:
https://aaaaa/kb_view.do?sys_kb_id=f8ca4cddc31f06d0ce1098a4e40131b2

Portal view:
https://aaaaa/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0012276

Is this a setting in the Knowledge display widget or a setting somewhere in AI Search?

[Vickie Runyon]

No, they did not offer an article. They provided the step-by-step instructions to me in our case. Our case also took a while to get to resolution.

[Arnaldo]

Hi Vickie 
About solution you have got from SN,   does it works from global search as well?

[Vickie Runyon]

I don't think that our Global Search was affected by this issue. It was only from the Employee Center.

[Johan van den H · Accepted solution]

We finally got this issue fixed!

One of our developers found that we had customised the Script Include SPSearchResultActions.
Once we reverted this script back to the OOTB version the suggested search results were opened in the correct format again.

How this works is explained in the article on https://www.servicenow.com/community/intelligence-ml-articles/changing-the-ai-search-navigation-on-e...