Interested in a ServiceNow event built for developers? Registration for now[dev]26 is officially open!

On ESC portal when search KB its showing KB record. Not correct view

aaaddwwwws
Tera Contributor

3 weeks ago

We have observed an issue with the Knowledge Search on the portal. If a user searches for an article and presses Enter, the search result leads to an incorrect record display. However, selecting the same article from the suggested search results works as expected

aaaddwwwws_0-1787765414393.png

 
0 Helpfuls
  • 609 Views
3 REPLIES 3

Vishal Jaswal
Tera Sage

3 weeks ago

Hello @aaaddwwwws 
Seems like upon pressing enter, the search page parameters are passed along due to which you are facing this issue. 

If you could please provide the complete steps with screenshots you are adhering to then it would be helpful to understand it better.


Hope that helps!
0 Helpfuls

aaaddwwwws
Tera Contributor
In response to Vishal Jaswal

3 weeks ago

Go to ESC portal copy & paste KB article & press enter-

 

aaaddwwwws_0-1787811748732.pngaaaddwwwws_1-1787811788707.png

 

0 Helpfuls

Vishal Jaswal
Tera Sage
In response to aaaddwwwws

3 weeks ago

Hello @aaaddwwwws 

If you try the same in PDI, you will notice the URL ends with "/esc?id=search&spa=1&q=kb0000031", however if it is different for you then can you please share that.

The Knowledge article related details showing up below seems to be a customization performed which means you need to share the code of the widget modified which populates the KB article related fields and values.


Hope that helps!
0 Helpfuls