Issue with kb articles

[ankita-jagannat]

Users are able to view kb article in native view of ServiceNow i.e. kb_view UI page though that user doesn't meet the can read criteria . User should not be able to view that article . Is there any solution .

[ankita-jagannat]

Let me explain the issue in detail. We have one kb article let's say A . In kb article A we have three knowledge blocks. P , Q , R .

Can read criterias for A ,  P , Q , R are as follows .

A - There is no seperate can read criteria for  A. It belongs to knowledge base -O365 Knowledge which is available to read for group - SD-O365 
P - SD-KM group 

Q- SD-L1.5 group

R -SD-English Support group

Knowledge base - O365 can be contributed by SD-KM group.

Now user juliea is part of SD-L1.5 group , SD-English Support group , SD-O365  . She is not part of group -SD-KM group . Still if she enters A article in the global search all blocks are visible that are P,Q,R . Ideally P should not be visible bcoz she is not part of SD-KM group.

[Mark Manders]

And what did the 'User Criteria Diagnostics' tell you? 

The problem is that you are telling us how it is supposed to work. And without the ability to check how it is setup we need to assume that how you say it should work is also how it is implemented. We have no way of checking. The User Criteria Diagnostics are you go-to solution for this.

[ankita-jagannat]

User criteria diagnotsic shows that user does not have access to the article. User is having knowledge and knowledge_manager role .

[Timothy Onyskin]

I know this is very late, but when I had this issue, I spoke with ServiceNow.  They stated that even now in Xanadu, they do not check inside the article to see if there are "can read" on the blocks that are inside when AI Search (or any of their search engines) pull the results.  User Criteria Diagnostics will not tell you about each subsection in the KB either.

I think this is a huge miss on their side as what you have shown above is the best way to use knowledge blocks: One article which viewable sections to groups that might need a little more knowledge or have a little more access (like the Service Desk could see a couple more steps since they have more authority and access to do other fixes).