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Backtracking on breadcrumbs does not work in the Service Portal - Support and Troubleshooting
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  • Backtracking on breadcrumbs does not work in the Service Portal
KB0750680

Backtracking on breadcrumbs does not work in the Service Portal


1267 Views Last updated : Jun 20, 2025 public Copy Permalink
KB Summary by Now Assist

Issue

Resolve the issue when backtracking on breadcrumbs does not work in the Service Portal.

Release

 All supported releases.  

Cause

The Catalog category home page field on Service Portal is used in the widgets when setting the breadcrumbs URL values, and is supposed to be empty or point to the Categories page. The system tries to get the value from this field or it defaults to sc_category. 

The breadcrumb navigation failed because the field was pointing to the sc_cat_item page instead, which caused the system to try to open a catalog item with a sys_id of a category. 

Resolution

To resolve the issue, either empty out the value for the field, Catalog category home page, or point it to the catalog categories page that you intend to use in your portal.


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