How to restrict article from certain knowledge bases in agent workspace search result

[Shubhanshu Guh1]

Hi All,
When we are in a Case record in Agent Workspace, we have requirement to restrict knowledge articles from certain knowledge bases. Say we have one Knowledge Base for external user so whenever an external user search for an article in related search result (highlighted)in the agent workspace, the related result should show articles present in external knowledge base not from internal knowledge base. Consider a user with snc_external role shouldn't get access to internal articles. 

Thanks!

[Ahmed Drar · Accepted solution]

Hi Shubhanshu

you can use user criteria to control the visibility of knowledge articles

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/product/knowledge-management/ta...

I hope this helps.

Ahmed

Please mark my answer as ✅ Correct / Helpful based on the Impact.

[Shubhanshu Guh1]

Hi Ahmed,
We tried that but it is not restricting the article, if the user search for it in the agent workspace's related search results, the article appears even though we have set up cannot read user criteria.

Thanks.

[Ahmed Drar]

Hi Shubhansgu,

Have you tried to set up a search for agent workspace? see the article below

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0813884

Thanks,

Ahmed

[Aman Kumar S]

Hey,

Checkout this article below:
New York - External Users Able to View Articles

Feel free to mark correct, If I answered your query.

Will be helpful for future visitors looking for similar questions 🙂