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

Shubhanshu Guh1
Giga Contributor

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. 

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Thanks!

1 ACCEPTED SOLUTION

Ahmed Drar
Tera Guru
Tera Guru

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.

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5 REPLIES 5

hi
thanks for your reply but my query is related to Agent workspace's Related Search Result (contextual search) not to portal. 
when the user search for the article on portal, they get a access error related message.

Thanks.