Symptoms

Knowledge Base are not showing categories in Service Portal

Empty knowledge categories list

 

Cause

The root cause of the issue is the customised version of the widget "KB Categories - KBv3"

Resolution

Revert the custom widget to the out-of-box (OOB) widget

1. Go to the portal page where the categories are missing.
2. Click Ctrl + Right-click on the widget and it will give you a list of options
3. Choose Instance in Page Editor and check the Widget if it is a customised version of the widget
4. Modify the UI page to use the out-of-box (OOB) widget "KB Categories - KBv3" by choosing in the widget dropdown and Save
5. If you have not added a custom version and have modified the out-of-box (OOB) version, you need to go to the platform or advanced view.
6. In the navigation bar, type in sp_widget.list to go to the list of Service Portal widget records.
7. Filter in the Name or the sys_id of the widget.
8. In the Versions related list, click both Custom and Upgrade version
9. Click on Action on selected tows > Compare > Revert to Selected version which is the OOB version
10. Save.