How to make Knowledge Base Public

[Melanija]

Hello,

we created a Knowledge Base and then published a Knowledge Article within it. However, when we wanted to read that Knowledge Article in the Employee Service Portal, we got this message: You do not have sufficient privileges to access this knowledge item.

Do you know why this is happening and how to solve it?

The knowledge base we created is intended to be public for all users within the company. We also added 'Any User' to Can Read property in the KB.

Thank you so much,

Milena

[Community Alums]

Hi @Melanija ,

give a try. 

1. Navigate to Knowledge > Administration > Knowledge Bases.
2. Select the knowledge base you want to make public.
3. Go to the Can Read section or tab and remove any entries from the list. 
   Everyone gets read permission on all articles in that knowledge base.
4. In the Application Navigator's Filter navigator field, enter sys_public.list and press enter or return.
5. In the Page column, look for page named kb_find.
6. For kb_find, change the value in the Active column to true.
7. In the Page column, look for page named kb_view.
8. For kb_view, change the value in the Active column to true.
9. As a public user, try <instance>/kb_find.do.

[Mike_R]

Did you add the KB to the Employee Center knowledge base config?

go to your EC portal config

instanceName.service-now.com/nav_to.do?uri=sp_portal.do?sys_id=70cd9f3b734b13001fdae9c54cf6a72f

or find the portal that you are using

instanceName.service-now.com/sp_portal_list.do?sysparm_query=&sysparm_view=

In the related records, Knowledge Base tab:

add the KB

[Melanija]

Hi Mike,

thank you so much for your response. We haven't added the KB to the Employee Center knowledge base config. We were actually looking how to do that 🙂 

We found the portal we are using (couldn't open instances you sent), there are only active KBs listed, but there was no option to add our new KB, there is no Knowledge Base tab.

Maybe we are looking at the wrong instance? Cannot open what you sent.

Best regards,

Milena

[Miguel Donayre]

There is also a "public" role if you want to make the Knowledge Base genuinely public.