KB Article not visible in the portal

[Shivani_singh]

I have created a knowledge base with the Can read -snc_internal role.
But in the service portal that Knowledge base article is not visible to the user even though the user is having snc_internal role.
The kb article is published, and the knowledge base is article.
Have attached the screenshot.
Being an admin i can see the kb article in portal ,but the snc_internal user.

[anand-bhosle]

@Shivani_singh Try these steps

Here’s a checklist of the most common reasons a published KB won’t show up for a non-admin in the Service Portal—even when they have the “snc_internal” role on the KB record:

1. Portal assignment
   By default, a KB only appears in portals you explicitly assign.

   • Open your KB record (table kb_knowledge_base)

   • Look for the Portals (or “Available on”) multi-select field and make sure your Service Portal’s entry (e.g. “Service Portal” or whatever your portal title is) is in that list.

   • Save and clear cache (System Diagnostics → Cache.do).

2. “Use KB roles” vs. article-level roles
   Each article can either inherit the KB’s “Can read” roles or use its own.

   • Open your article record (table kb_knowledge)

   • Make sure Use roles from KB (sometimes a checkbox on the article form) is checked so it actually honors the KB’s “snc_internal” grant.

   • If it’s unchecked, either turn it on or add “snc_internal” to the article’s own roles list.

3. Article workflow state & date range
   The portal widget only pulls Published articles within any valid date range.

   • Verify each article’s Workflow state = Published

   • Check “Valid from” / “Valid to” fields (if populated) to ensure the current date (May 2, 2025) is within that window.

4. Portal widget configuration
   If you’ve customized your portal’s Knowledge widget:

   • Inspect the widget’s server script to ensure it isn’t filtering out your KB by context or hard-coded sys_id

   • By default it calls $sp.getKBs() which respects the KB’s portal assignments and roles—if yours is a custom widget, compare it to the out-of-the-box version.

5. Impersonate & debug

   • Impersonate a “snc_internal” user and load the KB page in the portal

   • Open your browser’s Network tab and watch the AJAX call to /api/now/sp/knowledge (or similar): you should see your KB in the JSON payload.

   • If it’s missing, you know it’s an ACL/assignment issue, if it’s there but not rendering, it’s a widget‐configuration issue.

[Shivani_singh]

Hi @anand-bhosle 
It's still remain the same.