question Re: Suggested search results open in "backend view" instead of "portal view" in Knowledge Managers

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

Johan van den H — Thu, 24 Oct 2024 06:03:04 GMT

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?

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

rcard11 — Thu, 24 Oct 2024 20:37:05 GMT

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

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

Vickie Runyon — Thu, 24 Oct 2024 20:55:50 GMT

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.

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

Vickie Runyon — Thu, 24 Oct 2024 21:51:31 GMT

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

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

rcard11 — Thu, 14 Nov 2024 15:37:34 GMT

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!

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

Vickie Runyon — Thu, 14 Nov 2024 15:46:50 GMT

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.

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

Arnaldo — Thu, 14 Nov 2024 17:44:39 GMT

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

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

Vickie Runyon — Thu, 14 Nov 2024 18:20:34 GMT

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

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

Johan van den H — Tue, 26 Nov 2024 08:31:26 GMT

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-employee-center-how-to/ta-p/2307854