---
sourceDocument: Brazil Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Fix split view for chat records

# Fix split view for chat-opened records {#ariaid-title1}

Release version: Brazil  
Updated June 19, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create an AIX URL rewrite rule so that knowledge articles, catalog items, and tickets opened from Moveworks chat display in split view instead of a new tab.

## Before you begin

The EmployeeWorks Web App is configured with a Moveworks conversational assistant.

Role required: admin

## About this task

When a custom portal configuration is missing an AIX URL rewrite rule, records opened from Moveworks chat open in a new tab instead of the split view. Adding the rule maps the portal page URL to the correct AIUX page so records open inline.{#rule-split-view__rule-split-view-context-1}

## Procedure

1. In the Moveworks chat, select a knowledge article, catalog item, or ticket link and note the URL passed in the link.  
   For example: `/esc?id=kb_article&sys_id=<sys_id_value>`. Note the value of the id parameter --- this is the portal page identifier you need in the next steps.
2. Navigate to `sys_aix_url_rewrite_rule_list.do` and select New.
3. Set the rule fields.  
   {#rule-split-view__entry__2}

   | Field | Value |
   |-|-|
   | Application | Moveworks App Scope |
   | Source type | Portal Page |
   | Portal page | The id parameter value from the portal URL --- for example, <kbd class="ph userinput">kb_article</kbd> |
   | To AIUX Page | <kbd class="ph userinput">/knowledge/:sys_id</kbd> |
   | Experience | EmployeeWorks Web App / EmployeeWorks |
   | Order | <kbd class="ph userinput">100</kbd> |
   [Table 1. AIX URL rewrite rule fields]

4. In the Parameter mapping section, add a mapping entry.  
   {#rule-split-view__entry__16}

   | Field | Value |
   |-|-|
   | Key | The custom sys_id field name from the portal URL --- for example, <kbd class="ph userinput">sys_id</kbd> |
   | Value | <kbd class="ph userinput">sys_id</kbd> |
   [Table 2. Parameter mapping entry]

5. Select Save.
6. In the Moveworks chat, select a knowledge article link to verify the record opens in split view. If the record still opens in a new tab, confirm that the Portal page value matches the id parameter in the portal URL exactly, and that the correct experience is selected.

## Result

Knowledge Base articles, Service Catalog items, and tickets opened from Moveworks chat display in the split view alongside the conversation panel.{#rule-split-view__rule-split-view-result-1}