Knowledge Article in Service Operations Workspace opens in kb_view

[Charles Fredie]

Hi All,

When I open a Knowledge Article in Service Operations Workspace it shows the article in kb_view. The URL is like this
/sow/kb_view/kb_knowledge/sys_id. Is there a way when knowledge article is clicked from the All Articles list in Service Operation Workspace, the agent is directed to the record view. Similar to what happens when we click the Incident, it shows the URL as /sow/record/incident/sys_id

Any suggestion / help would be appreciated.

Thanks

[Maj Kruljac1]

Hi @Charles Fredie ,

I have quite the opposite issue. I added the UI builder "Knowledge View" but for some reason, it does not kick in for me --> when an article in the Service Operations Workspace is clicked, it still opens in ".../record/..." and not ".../kb_view/...".

I presume that this is exactly what you need in your situation. So I would suggest you try deactivating the variant(s) listed under the "Knowledge View" page in the UI builder. I presume deactivating all variants should be enough, but you can try also to delete the knowledge view page if deactivating will not be sufficient.

Having this deactivated, the URL with the record should be applied by default for you --> page/variant with the lowest order under "record page":

I hope this resolves your issue.

[PrashanthXH]

has this issue been resolved ?  I am facing similar issue with KB artices opening in record view and kb_view both.

[Kristen Dettman]

I'm finding that articles with templates are opening in record view, and those without are opening in  kb_view. I'd like them all to open in kb_view. @PrashanthXH , did you ever get yours to open in a single view?