CSM Portal - Link to Knowledge broken

[Richard T]

Hi

I have put a link on my portal index page to take users to our knowledge base.

For one user the link works perfectly but another gets the 404 page not found error

the roles are slightly different between the two users as one is a customer admin and the other isn't but they appear to get directed to slightly different url / links:

The user that can access fine is directed to:

https://xxxxxxxxxinstancedev.service-now.com/csm?id=kb_home me

The user that cant accesss gets directed to:

https://xxxxxxxxxinstancedev.service-now.com/csm/index?id=kb_home

I cant see anything in the portal that would direct a user to kb_home in a different manner based on roles?

Any suggestions would be appreciated.

Thanks

[Gaurav Bajaj]

Please check the user criteria on knowledge page on portal.

[Richard T]

Hi Gaurav

Thanks for your reply.

Permissions look fine on the Knowledge Base and I have tried with a couple of other KB's as well which also have permissions so looks as if the issue may lie somewhere else.

Regards

Richard

[VigneshMC]

I think issue is with the way link is accessed by the user.

What happens when the user who does not have access directly provides this url "https://unionstreetdev.service-now.com/csm?id=kb_home"

Does the system still redirects him to "https://xxxxxxxxxinstancedev.service-now.com/csm/index?id=kb_home" or gives him error ?

[Richard T]

Hi Vignesh

Either link fails so I am fairly sure it is a permissions error but everything looks fine.

I will keep looking but thanks for your reply.