How to redirect users from /kb_view.do?sys_kb_id to sp/esc/csm portal from Virtrual Agent

[pooja112]

Hello ,

I have encountered an issue with the link to the knowledge article. Despite everything else functioning properly, when I click on the link from VA , it redirects to the backend view instead of the portal view.

To resolve this, I made modifications to the script include called "cxs_SearchResultLinkBuilder" and passed the portal value as "esc". This successfully resolved the issue.

However, when I try to open the knowledge article from the CSM portal using VA, it still redirects to "esc". Unfortunately, it is not functioning dynamically as intended.

Issue : 

expected:

[Maik Skoddow]

Hi @pooja112 

have you tried the solution described at https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0961011 ?

Thanks
Maik

[pooja112]

@Maik Skoddow   

As stated in the above article, if the portal value is set as "SP," it will not function dynamically due to the existence of an ESC portal. Consequently, when opening a KB link from the virtual agent chat boat from ESC , it will redirect to SP instead of ESC.

[Ayushi17]

Hi,

Did you find resolution to this problem?

[jference25]

Here is a link to the idea portal you can upvote this issue to get resolved. I went around in circles with support and this was the recommendation: 

https://support.servicenow.com/ideas?id=view_idea&sysparm_idea_id=856bc22093df5610c2513f986cba10a5&s...