Fix split view for chat-opened records

task australia Updated Jun 19, 2026 1 min read rule-split-view.md

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.

Procedure

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.
Navigate to sys_aix_url_rewrite_rule_list.do and select New.

Set the rule fields.

Field	Value
Application	Moveworks App Scope
Source type	Portal Page
Portal page	The id parameter value from the portal URL — for example, `kb_article`
To AIUX Page	`/knowledge/:sys_id`
Experience	EmployeeWorks Web App / EmployeeWorks
Order	`100`

In the Parameter mapping section, add a mapping entry.

Field Value

Key The custom sys_id field name from the portal URL — for example, sys_id

Value sys_id
Select Save.
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.

Field	Value
Key	The custom sys_id field name from the portal URL — for example, `sys_id`
Value	`sys_id`

Result

Knowledge Base articles, Service Catalog items, and tickets opened from Moveworks chat display in the split view alongside the conversation panel.

Keywords split viewURL rewrite ruleMoveworksAIXEmployee Center

67 lines · 2.8 KB Wrap lines

---
title: Fix split view for chat-opened records
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/employee-experience-foundation/rule-split-view.html
release: australia
product: Employee Experience Foundation
classification: employee-experience-foundation
topic_type: task
last_updated: "2026-06-19"
reading_time_minutes: 1
keywords: [split view, URL rewrite rule, Moveworks, AIX, Employee Center]
breadcrumb: [Chat assistance for catalog and knowledge, Tasks and requests, Working with EmployeeWorks capabilities, ServiceNow EmployeeWorks Web App, EmployeeWorks, Employee Service Management]
---

# Fix split view for chat-opened records

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.

## 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.

    |Field|Value|
    |-----|-----|
    |**Application**|Moveworks App Scope|
    |**Source type**|**Portal Page**|
    |**Portal page**|The **id** parameter value from the portal URL — for example, `kb_article`|
    |**To AIUX Page**|`/knowledge/:sys_id`|
    |**Experience**|EmployeeWorks Web App / EmployeeWorks|
    |**Order**|`100`|

4.  In the **Parameter mapping** section, add a mapping entry.

    |Field|Value|
    |-----|-----|
    |**Key**|The custom **sys\_id** field name from the portal URL — for example, `sys_id`|
    |**Value**|`sys_id`|

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.