KB article link redirects to - Article not found error message for some end users

[AlexandrSiv]

We’re experiencing an issue in our ServiceDesk portal: *knowledge article links are generated with empty `sys_id=`*, resulting in an “Article not found” error for some end users.

Observations:

* For affected users, the generated HTML anchor uses empty `sys_id=`
* On hover (as admin), the link shows the correct `sys_id`
* On hover (as impersonated user), the link lacks the `sys_id`

Reproduction Steps:

1. Impersonate user: `ABC`

2. Open portal page: /it?id=kb_view2

3. Search for: `approving requests`

4. Hover over “Approving requests” record text

5. Observe the broken link in left bottom corner (chrome browser) where sys_id is missing. Click on “Approving requests” record - > **“Article not found”** page will appear instead of expected article

6. If I stop impersonation and search as myself (admin), the correct link is used:
`/it?id=kb_article&sys_id=dcbbb4e7c3b2e6102e7d5030a0013199` 

note: if impersonate user: `ABC` and use the correct link with sis_id - article will be visible ok.

[Musab Rasheed]

I think this could be case of user criteria tied with to KB article or Knowledge base, please check if user has access to article/base

[Chaitanya ILCR]

Hi @AlexandrSiv ,

check if the Article is published or not else publish it and check

also check if the user have access to view the Article. you can use user criteria diagnostics for this 

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya