Getting error 'No user has read or contribute access to this KB' even though access is given

[sakshi1707]

Hello Community,
I am getting this error "No user has read or contribute access to this knowledge base because values for both the Can Contribute and Can Read user criteria are not set." on my Knowledge base, even though I have added those 'Can Read' and 'Can Contribute'.
Can someone please help?


Thank you!

[swapnali ombale]

Hi @sakshi1707 

you've not defined any specific user criteria for read or contribute access to the knowledge base. While you might have added a user to the can read or can contribute fields, the system is looking for the specific user criteria records that define which users are allowed. 

Here's a breakdown of why you're seeing this error and how to fix it:

Understanding the Error:

• User Criteria is Key:

  ServiceNow uses User Criteria to determine who can access knowledge bases and articles.
• Not Just Assigning to Fields:

  Simply adding a user to the "Can Read" or "Can Contribute" fields doesn't automatically give them access. You need to define a user criteria record that specifies the criteria (e.g., role, group, etc.) and then assign that record to the knowledge base.
• Empty Criteria:

  If you haven't defined any user criteria for either "Can Read" or "Can Contribute," or if you've defined them but haven't assigned them to the knowledge base, you'll get this error. 

Troubleshooting and Solutions:

1. 1. Verify User Criteria:

   • Go to Knowledge > Administration > User Criteria. 
   • Ensure you have created at least one User Criteria record for "Can Read" and "Can Contribute". 
   • Double-check that the criteria in the records are correctly configured to allow the intended users access. 
2. 2. Assign User Criteria to the Knowledge Base:

   • Navigate to the specific knowledge base in question. 
   • Go to the "Can Read" and "Can Contribute" fields on the knowledge base record. 
   • Select the relevant User Criteria records from the dropdown lists. 
3. 3. Check for Conflicts:

   • Ensure that the "Cannot Read" user criteria is not overriding the "Can Read" criteria. 
   • If a user is assigned to both "Can Read" and "Cannot Read" user criteria, they will be denied access, according to ServiceNow. 
4. 4. Role-Based Access:

   • If you want all users with a specific role to have access, you can create a User Criteria record based on that role and assign it to the knowledge base. 
   • Users with "contribute" access to the knowledge base also have read access to the knowledge article, according to ServiceNow. 

Example:

Let's say you want users in the "IT Support" group to be able to read and contribute to the "IT Knowledge Base." 

1. 1. Create User Criteria:

   Go to Knowledge > Administration > User Criteria and create a new record. Set the criteria to "Group = IT Support".
2. 2. Assign to Knowledge Base:

   Go to the "IT Knowledge Base" record. In the "Can Read" and "Can Contribute" fields, select the user criteria record you just created.

   Kindly mark my answer as helpful and accept solution if it helped you in anyway. 

[sakshi1707]

Hello @swapnali ombale 
The user criteria are already properly configured.

[swapnali ombale]

Hi @sakshi1707 

In your ss  there is no group or users attached you should select any group or user and then save it

Kindly mark my answer as helpful and accept solution if it helped you in anyway. 

[Shivalika]

@sakshi1707 it's correct - your user criteria. This Any User is a OOB User criteria right ? Just like other. 

have you checked if there are other Kb Article's or catalog items where this is working ? 

Did you try attaching another user criteria and see if this is working ? 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

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[swapnali ombale]

Hi @sakshi1707 

Now check users or groups you have added in can contribute or can read having this knowledge role or not 

Kindly mark my answer as helpful and accept solution if it helped you in anyway.