Known Errors Out of the Box

[Sally Niemi-Far]

We are getting ready to implement Known Errors, and I'm trying to find out some out of the box features.  When you publish a known error, is it defaulted to be visible to only IT Support, or to everyone?  

[Tanushree Maiti]

Hi @Sally Niemi-Far 

Is it just to explore in your PDI.

check this 

1. Welcome to Known Error Portal   // check the known error as per your instance version

2. KB2763100 Zurich Patch 6: Known Errors 

3. KB2597107 Zurich Patch 3: Known Errors 

4. KB2501801 Zurich Patch 1: Known Errors 

[Sally Niemi-Far]

@Tanushree Maiti Thank you.  What I am looking to figure out is when a known error is created and published in the kedb, is it visible to only technical teams, by default? 

[Tanushree Maiti · Accepted solution]

Hi @Sally Niemi-Far 

In ServiceNow, the visibility of a published Known Error article is determined by the User Criteria configured for the Knowledge Base where the article resides.

For example, if the article is part of a Knowledge Base that restricts access to users with the ITIL role, then end users will not be able to view that Known Error article.

On the other hand, if the Knowledge Base is configured with User Criteria that allow access to everyone, then all published articles within that Knowledge Base will be visible to all users.