Knowledge Articles Open in Form View Instead of Article View from AI Search in Service Portal - Support and Troubleshooting

Knowledge Articles Open in Form View Instead of Article View from AI Search in Service Portal Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } In an AI Search–enabled Service Portal, selecting a Knowledge Base article from search results opens the record form (kb_knowledge form view) rather than the published article page (for example, the kb_article page in the Service Portal).

Symptoms .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Users may experience one or more of the following symptoms:

• Clicking a KB article from search results opens the backend form view instead of the article page.

• The issue occurs specifically when using AI Search with the Faceted Search widget.

• The behavior persists even after creating or modifying Search Result Actions.

• Search results reached through typeahead search may behave inconsistently (for example, numeric searches opening the form view).

• Some KB articles behave correctly while others do not.

Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } You can expect this issue to appear in ServiceNow releases where AI Search is available and enabled in the Service Portal.

Cause .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When AI Search is enabled, the Search Result Actions determine what happens when a user clicks a search result.

If the Search Result Action for the Knowledge table ( kb_knowledge ) is:

• Missing the correct Service Portal association, or

• Redirecting to the record form instead of the published article page,

ServiceNow defaults to opening the Knowledge record in form view.

This is expected platform behavior when the portal context is not correctly defined in the Search Result Action.

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Follow the steps below to ensure Knowledge articles open in the correct published view when accessed from AI Search results.

Step 1: Update the Search Result Action for Knowledge Articles 1. Navigate to: Service Portal → AI Search → Search Result Actions

2. Filter the list where:

Table = kb_knowledge

3. Open each Search Result Action associated with Knowledge articles.

4. Verify the Service Portal field:

Ensure the intended Service Portal(s) are explicitly listed.

If multiple portals exist, include all applicable portals.

If a portal is not listed, search results will open the form view by design.

Important: Even if a Search Result Action already exists, verify that the portal association is correct. Default actions may be scoped to a different portal.

Step 2: Validate the Redirect URL Ensure the Search Result Action redirects users to the published article page, not the backend form.

Correct redirect format (Service Portal article view):

id=kb_article&sys_id= Incorrect redirect format (form view):

kb_knowledge.do?sys_id= If the action is pointing to the form URL, update it to use the Service Portal article page.

Step 3: Confirm Faceted Search Widget Configuration The Faceted Search widget displays AI Search results but does not control redirect behavior directly.

1. Open the Service Portal in Service Portal Designer.

2. Locate the page containing the Faceted Search widget.

3. Review widget instance options:

- Ensure search sources are correctly configured.

- Confirm AI Search is enabled and properly scoped.

Step 4: (Optional) Verify Typeahead Search Widget If the portal uses Typeahead Search alongside Faceted Search:

- Review any customizations applied to the Typeahead widget.

- Community experience shows that custom Typeahead configurations can override expected redirect behavior.

- Reverting to the out-of-the-box Typeahead configuration may resolve inconsistent navigation.

Step 5: Reindex the AI Search Knowledge Source If article behavior is inconsistent, reindexing can help resolve stale or incorrect search metadata.

1. Navigate to: AI Search → AI Search Index → Indexed Sources

2. Locate the kb_knowledge source.

3. Run a reindex.

4. Clear browser cache.

5. Retest the search behavior.

Reindexing can correct issues related to search result handling and redirects.

Validation Steps After completing the configuration changes:

1. Open the Service Portal.

2. Perform a search using the Faceted Search widget.

3. Click a Knowledge article result.

4. Confirm the URL uses the Service Portal article page format:

/sp?id=kb_article&sys_id= and does not open the backend form view.

Summary When Knowledge articles open in form view from AI Search results, the root cause is almost always an improperly configured Search Result Action for the Knowledge table. Ensuring the correct Service Portal association and redirect target (kb_article) resolves the issue in most cases.

Additional validation of search widgets and reindexing AI Search sources helps address edge cases and inconsistent behavior.

Related Links .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Knowledge articles opening in 'form' page on Service Portal https://www.servicenow.com/community/it-service-management-forum/knowledge-articles-opening-in-form-page-on-service-portal/m-p/518081

Faceted Search Widget https://horizon.servicenow.com/service-portal/widgets/faceted-search-widget

Reindexing table for catalog and knowledge https://www.reddit.com/r/servicenow/comments/1667vqd