External users cannot view Knowledge Article Content, help and comment in the kb_article_view

[nwang]

Hi,

I am testing as a user, and I can access to kb_home page, see the knowledge bases, find the knowledge articles, but when I click on one of those knowledges, I don't see 3 main widgets:

-Knowledge Article Content

-knowledge article helpful

-knowledge article comments

I'm not sure what's going on....

I made sure those have the external and internal role, even put it to public..... and it is still not visible

[nwang]

I tried everything you have said.

I even noticed that when I go to kb_article, which is built in Global, the user can view the article, but cannot see the the content under categories widget, I tried to use kb_view, global as well, as the homepage but nothing showed up, I couldn't see any knowledge bases even as an internal user. But when I tried to set the sys_id to the kb_category, it pop up one knowledge base with the articles in there.

Thus, I decided to use kb_home, built in knowledge application by default, the user can see the public knowledge bases, and search for them. The only thing is that the widget fails to show the content inside the article.

[Rajesh Kannan G]

Hi,

Can you let us know the servicenow release you are testing with. Also a screenshot what is missing for external users.

Thanks,

Rajesh

[nwang]

I'm using Jakarta.

When I am impersonating a user, I keep on getting this error message. The user has snc_external role, no snc_internal role. This is from kb_article_view page. I have set the instance and widget to public, gave those the snc_external and snc_internal role, and made sure that the content that is listed can be viewed by everyone.

If I log in as an internal user, I get to see the the knowledge article content:

I tried with another page that is also from SN, where I modified the original URL from the kb_article_view page: id=kb_article_view&sys_kb_id=# and changed it to id=kb_article&sys_id=#

As a customer I could see the content, but the problem with that is that I cannot pull the categories when I click back the breadcrumbs

[Mike Patel]

Can you share logs from browser console when you get error on page. Inspect browser>

[nwang]

Well I fix my issue by using the other page, "kb_view" page. I managed to find out how to set the categories. The problem with that one is that I can only use one knowledge base, while with the "kb_home" page, I can choose more than one. But it's not a big issue. However, if you guys know why I cannot show the content on the other page, that would be great!