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Description

The kb_search Service Portal page does not load. The issue is observed when the page is accessed via any portal other than "/kb".

And the following Error can be found in the browser console:

Error: [$injector:unpr] Unknown provider: KnowledgeSearchServiceProvider <- KnowledgeSearchService

Steps to Reproduce

 

On an affected instance:

  1. Go to the Service Portal
  2. Try accessing the knowledge search page URI: /sp?id=kb_search
    • Note that the page does not display, the widgets keeps on loading indefinitely.
  3. "Ctrl + right click" the page and selected "Widget Options Schema".
  4. Close the pop-up window
    • The page is displayed

 

 

Workaround

The issue can be fixed by adding the desired portal name to the "sn.knowledgeApplication" service portal widget dependency file.

Please follow the instructions documented here: Knowledge Service Portal Search 

Review the note section at the bottom of the page:

Note: To use knowledge search in another Service Portal, add the portal name in the sn.knowledgeApplication widget dependency.

  1. Navigate to Service Portal > Dependencies.
  2. In the Name field, search for the sn.knowledgeApplication widget dependency.
  3. You have to be in the Knowledge Management - Service Portal application to edit. If a message appears, click here to edit.
  4. In the Portals for page load field (optional) field, enter the portal in which you want to use the knowledge search.
  5. Click Update.

Related Problem: PRB1325588

Seen In

Madrid Patch 0

Intended Fix Version

New York

Fixed In

Madrid Patch 4

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

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Article Information

Last Updated:2019-06-19 09:34:55
Published:2019-03-14