IT Knowledge Article or Knowledge Base

[Zaman Sm]

I created a knowledge Article recently for the users in ServiceNow. I noticed that Only ITIL users are able to access the KB from the service portal. ESS or other types users are not able to access them.

May I have some suggestions on how to make them available for all users?

[Anantha Gowrara]

@Zaman Sm , Can you please check if the selected knowledge base has any user criteria defined for Can Read, Can Contribute, cannot read, cannot contribute.

[Zaman Sm]

Hello Gowrara,

Thanks for responding. Actually I am not able to find the tab "Cannot read" in my Production instance.

[Anantha Gowrara]

Hi Zaman, You can add that related list to form or you can utilize "Run User Criteria" Diagnosis to check if there are any read restrictions

[Anantha Gowrara]

@Zaman Sm Please find below screenshot where i used "Run User Criteria Diagnosis" to identify the user criteria associated to KB.