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

Which record producer for creating a case is this, and is it an OOTB one.  If OOTB let me know sys_id.  I will try to replicate.

Also which version are you on?

S.

[Alex319]

Hi, we are on San Diego

it is the 'create case for a product record producer'. 
I have made a clone and made a few changes to it but I haven't altered the contextual search widget. 

Although contextual search doesn't appear to be on the ootb record producer. (not sure if someone has altered that by mistake)

sysid = de45c412c312310015519f2974d3ae1b (ootb version)

Thanks
Alex

[mcconnellsj]

Hi, I checked OOTB as a logged in customer could see the one article I created in the CS knowledge base, so it usually works.  Screenshot below is contact logged in with customer role.

My recommendations would be:

• Enable the original record producer to see if it works (it DOES contain contextual search)
• Double check that the test article admin can see is in the CS knowledge base and not the IT one
• Have a quick look at Record Producer Configuration, check that there is an entry for your copy of the record producer (the fact that admin can see but customer cannot means this shouldn't be the issue ... but maybe worth checking)