AI Search "Recently Viewed" navigation broken for News content (sn_cd_content_news) — sys_id undefin

[AmruthaR6]

• Employee Center (Next Experience) portal
• Content Publishing (sn_cd) app, News content type
• Instance: [your release/patch level here, e.g. Zurich Patch X]
  
  
  

  When searching for a News article title (e.g. "A Message From Kevin," which is present and visible on the homepage), the article correctly appears in the AI Search results page. However:

  1. Clicking the article from the Recently Viewed section of the search dropdown navigates to a broken URL and shows "Record Not Found."
  2. Clicking a Suggested result in the search bar's typeahead sometimes redirects into the classic/backend platform view instead of the portal News article page.

• Repro steps

  1. Open a News article from the homepage so it's tracked in Recently Viewed.
  2. Click into the global search bar (don't type anything) — confirm the article appears under "Recently Viewed."
  3. Click it.
  4. Observe the resulting URL:

  https://<instance>.service-now.com/<portal>?id=form&table=sn_cd_content_news&sys_id=undefined&searchTerm=...

  1. Page shows "Record Not Found."

  Root cause investigation (what I've already ruled out)
  I traced this end-to-end before posting, to save troubleshooting time:

  • AI Search backend / live search results: confirmed correct. The search response for the same query returns a properly populated recordId for the News record, structured identically to working KB/Catalog entries.
  • EVAM View Config / predicate (sys_ux_composite_data_template_predicate, "News Content Search Results," condition content_type = News Article): confirmed correctly configured and firing.
  • Declarative Action Assignment (news_navigation, table sys_declarative_action_assignment): confirmed correctly linked to the right client action.
  • SPSearchResultActions Script Include: reviewed in full — confirmed it correctly resolves class/table/sys_id when given a valid sysparm_sysId input. Not the source of the bug.
  • The actual "Recently Viewed" GraphQL response (captured via DevTools Network tab) shows the data is present and correct server-side:

  json

  "action_data": "{\"actionName\":\"news_navigation\",
    \"actionDispatched\":\"NAVIGATION_ESC_NEWS_CONTENT\",
    \"actionAssignmentId\":\"9a4397f2ff742110277ba36cf43bf133\",
    \"actionPayload\":{
        \"sys_id\":\"6f0eaa4e3b43435018681764c3e45acd\",
        \"table\":\"sn_cd_content_news\"
    }}"

  The sys_id is correctly populated here — but it's nested one level inside this JSON string, under actionPayload.sys_id, rather than exposed as a flat sys_id column (which is how the working Suggested/QUERY_CONTENT results expose it).

  My working theory
  The client-side widget responsible for rendering Recently Viewed click-throughs appears to read a flat source_url or sys_id column directly (which is why KB/Catalog Recently Viewed entries work fine — their source_url is populated at write time). For News, source_url comes back empty, and the widget doesn't fall back to parsing the nested action_data.actionPayload.sys_id — producing sys_id=undefined in the resulting navigation URL.

  This looks like it may match PRB2039564 (AI Search "Suggestion"/"Recently Viewed" navigation issues after certain upgrades), but I haven't been able to confirm against the actual KB (KB1557015) or pull the associated fix update set (referenced elsewhere as KB3148324) due to Now Support access limitations on my end.

  Questions for the community / ServiceNow

  1. Can anyone confirm whether PRB2039564 / KB1557015 covers this exact News-content-specific symptom (works for KB/Catalog, broken for News)?
  2. Is there a supported way to populate source_url for News content history entries at write-time, as a workaround while waiting on the official patch?
  3. Has anyone else hit this specifically with Content Publishing News articles rather than Knowledge/Catalog?

  Happy to share the full network capture / additional record exports if useful for diagnosis.

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  #servicenowportal #employeecenter #esc #portaldevelopment