CSM portal knowledge contextual search articles not readable for external users

[Alex319]

Hi All, 

When creating a case on our csm portal external users (snc_external) can see the titles of articles in the contextual search but when clicking on the article to read it, they are presented with a blank page. This problem doesn't exist for admins so I assume it is a permissions issue of some kind. 
see below, the article title is present for external user but when clicking in the following is presented. 

Conversely when an admin clicks on the article title the following is shown:

Also just to confirm the knowledge base in which these articles is stored allows external users to read. 

Any suggestions would be greatly appreciated

Thanks

Alex

[mcconnellsj]

HI - you initially mention users with snc_external role but then knowledge base "has read" is the customer role.  Do the user experiencing the issue have the customer role or just external?

[Alex319]

Hi Mcconnellsj,

Sorry I should have been more clear, the snc external role is contained by the sn_customerservice role. 

External users have the role required to view the knowledge articles. 

Additionally if they go through knowledge on the csm portal and view knowledge articles they can view them just fine. 

It is only in the contextual search and clicking on an article that way, where there is an issue. 

Thanks Alex

[mcconnellsj]

Ok.  In the catalog item have you added "Contextual Search" as a variable under the description?  If so, can you see what widget this variable is using?  My OOTB one has a different title.

[Alex319]

The contextual search variable is using the Contextual Search - Inline Results widget