Custom Business Portal Theme issues when navigating using breadcrumbs

[sireland]

I am experiencing an error with my custom Business Portal and custom Portal Next Experience theme where when clicking through the breadcrumbs to navigate through the portal. When I initially click services or support everything displays properly. Although, when I click one of the breadcrumbs to navigate back after accessing a catalog item, it directs to the sc_category page instead of going through the portal taxonomy how it is was originally setup in the business portal. Does anyone know how to resolve this or have any suggestions on how to troubleshoot it? I would appreciate any input or feedback. Thank you!

[sireland]

[Tanushree Maiti]

Hi @sireland ,

Lots of community member reported the same earlier and its known.

Refer : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0750680 

Issue

Resolve the issue when backtracking on breadcrumbs does not work in the Service Portal.

Release

 All supported releases.  

Cause

The Catalog category home page field on Service Portal is used in the widgets when setting the breadcrumbs URL values, and is supposed to be empty or point to the Categories page. The system tries to get the value from this field or it defaults to sc_category. 

The breadcrumb navigation failed because the field was pointing to the sc_cat_item page instead, which caused the system to try to open a catalog item with a sys_id of a category. 

Resolution

To resolve the issue, either empty out the value for the field, Catalog category home page, or point it to the catalog categories page that you intend to use in your portal.

Also refer:

Service Portal:Breadcrumbs not working properly 

 KB0864213 Knowledge Breadcrumbs does not redirect to the correct page 

[Tanushree Maiti]

Hi  @sireland ,

Lots of community member reported the same earlier and its known.

Refer : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0750680 

Issue:Resolve the issue when backtracking on breadcrumbs does not work in the Service Portal.

Release: All supported releases.  

Cause

The Catalog category home page field on Service Portal is used in the widgets when setting the breadcrumbs URL values, and is supposed to be empty or point to the Categories page. The system tries to get the value from this field or it defaults to sc_category. 

The breadcrumb navigation failed because the field was pointing to the sc_cat_item page instead, which caused the system to try to open a catalog item with a sys_id of a category. 

 

Resolution :

To resolve the issue, either empty out the value for the field, Catalog category home page, or point it to the catalog categories page that you intend to use in your portal.

Also refer:

Service Portal:Breadcrumbs not working properly 

 KB0864213 Knowledge Breadcrumbs does not redirect to the correct page