Service Portal Knowledge Article opens with “Record not found” after copying portal and configuring

manishkrpal
Tera Contributor

4 weeks ago

  • I copied an existing working Service Portal to create a new portal
  • Configured the following for the new portal by creating below records:
    • AI Search Sources
    • AI Search Profile
    • Search Application
  • Knowledge articles are indexed and searchable
  • Search results appear correctly
  • Issue occurs only when opening the Knowledge article from search results
     

    When I search and open a Knowledge article from the old portal, it opens correctly with url 
    ?id=kb_article &sysparm_article=KBXXXX &table=kb_knowledge.
    In the new portal, search results appear, but when I click a Knowledge article, it shows “Record not found”  with url  ?id=form &table=kb_knowledge &sys_id=undefined


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ridrepp
Tera Expert

3 weeks ago

Hi @manishkrpal, 

could you please try to check and follow this article?
Changing the navigation URL on Employee Center for ServiceNow AI Search


I remember that when we were setting up new portal, I was able to do the stuff based on that article. For correct mapping to the page we had to play around at least with the table "sp_ai_search_results_action_config" where we added our new portal into "Service Portal(s)" field for specific records. Then the article was opened on "kb_article" page and not on "form" anymore:

ridrepp_0-1780406061665.png

 

Hope it helps.

 

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