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

[Richard T]

Hi

I think I had/have some permissions issues which is not surprising as I am something of a novice at this.

I have tided up some roles and now we get as far as https://unionstreetdev.service-now.com/csm/index?id=kb_home but the page is blank rather than showing the 404 error. 

Looking at the roles for Kb_home, public is not ticked as we cant have this visible outside of an authenticated user and the only role is snc_external which the user also has.

Guess I am missing some other permission(s) somewhere.

Thanks again.

[VigneshMC]

Is that a custom page, kb_view2 is the OOB KB home page. Check if users have roles to view the instances and widgets in that page

Thanks

[Community Alums]

A Service Portal URL contains the following elements: https://<base instance url>/<sp url suffix>?id=<page id>&<page parameters>. For Customer Service, the default url suffix is "csm" and all your pages will be part of your query string (page id and arguments). User criteria is completely different concept than URL suffix. 

https://xxxxxxxxxinstancedev.service-now.com/csm?id=kb_home --> Valid
https://xxxxxxxxxinstancedev.service-now.com/csm/index?id=kb_home --> Not valid

Please take a look on the following link:
https://docs.servicenow.com/bundle/london-servicenow-platform/page/build/service-portal/concept/navi...

Correct me if I am wrong but honestly I never saw a path (../csm/index?id=page) on service portal. Even if you want to use Domain Separation, elements of the Service Portal platform such as settings, portals, pages and widgets cannot be domain-separated. However, the data within widgets does display, based on domain. Separate portals with different URLs can be created to provide different experiences for different domains.

Thank you,
Raf