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

[manishkrpal]

• 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

  
  
  

[ridrepp]

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:

Hope it helps.