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?

[rcard11]

We are now facing the same issue with the latest patch.  Let me know if you find a solution!

[Vickie Runyon]

We did solve it - with the help of ServiceNow Support. I suggest opening a case with them.

[Vickie Runyon]

Not sure if this is the same thing that we experienced recently since there are no screenshots with your question but the URL strings you share are the same two that we saw.

We were seeing articles from the Employee Center opening in different views too. The view was different depending on the KB and the template that was used for the article. 

We worked with SN Support and they had us edit the View Configurations settings.

I was not familiar with this area of SN prior to opening this case so they gave me specific instructions on what to do.

They blamed our custom template but I suspect it was a bug instead because it was also happening with the OOB Known Error template as well.

[rcard11]

Did they reference an article or anything to help fix this? I've had a case open for two weeks and have no resolution at this point.  Thank you!