Customer Portal is not showing up when using the Portal URL

[Whitni Smith]

We've noticed today that when a user clicks on a CRT from the Help Center that if they click on the breadcrumb to take them to the portal it routes them to a page that suggests random KB articles and you then have to click on another button "Need to raise a request?" which the URL is then this

https://companydomain/servicedesk/customer/portal/18/group/-1

Not sure why it keeps sending us to this page (it's new as of today) and if we update the URL to be the original Portal URL /portal/18 portion it won't bring up the portal and it's not a good UX and we're set to Go Live with the new ticketing system in a few weeks and need to try and resolve this (if possible). 

Has anyone seen this before? 

[Alex Ortiz · Accepted solution]

@Whitni Smith Welcome to the Atlassian Community!

When you use Categories, your knowledge base articles will appear before the user can submit a request.  You'll need to remove your categories/articles attached to those categories so that the user can go straight to submitting the request without seeing the articles.

[Whitni Smith]

@Alex Ortiz thank you! We have a KB clean-up initiative going on right now that may have caused this as we didn't initially set it up but it's resolved the issue. 

The solution was to go to the Knowledgebase link in the JSM project and remove the categories and the articles attached to those categories.