Content within a knowledge articles being visible based on roles

[gunjan1]

Hello All,

I want to ask whether is it possible Content within a knowledge articles being visible based on roles.

For example one team would see one part of the knowledge article based on their role. I could not see that part of the article because I don't have the same role.

But my team would have other content that we could see and another team could not.

Please let me know whether it can be done.

[Jaspal Singh]

Hi Gunjan,

You can try using User Criteria but it would be specific to knowledge article & not at the content of article.

For instance, if you want some content of knowledge article ABC be visible to XYZ user/role & some content of ABC to be visible by PQR then I doubt something of that sort is possible.

However, you can use User Criteria to define visibility at the knowledge article level.

[darius_koohmare]

Hi Gunjan,

In terms of dynamic content, have you considered maintaining two articles, each with the content relevant to the team you want to see it (e.g. today you have article X, consider creating X1 and X2 where they have the changes you mention)? Then you apply user criteria to each article so that team members who should see X1 content only see X1, and X2 only see X2.

If you want to restrict articles within a knowledgebase to certain teams, it can be done via the following documentation: Select user criteria for an article

As Jaspal mentions you can use User Criteria related lists on the knowledge base record, or list fields on a knowledge article record.

Here is a video example on the knowledge base itself: ServiceNow Express: User Criteria - YouTube

[Dave Smith1]

Darius Koohmarey wrote:
I believe you want to restrict articles within a knowledgebase to certain teams.

I believe he wants to restrict part of a content to users with specific roles, not the whole article - according to his first post.

[darius_koohmare]

thanks for noting the clarification, I updated the response.