Knowledge API for external clients

[Daniel Arit]

Hi all,

Please provide your support on one matter regarding knowledge API access. 

I have activated the knowledge API for an Inbound REST API connection for an external client. The knowledge bases will work as an information repository for the external application!

I have:
• activated the necessary plugins
• established the OAuth connection
• created the API Auth Policies
• modified the ACLs in scope for this access (Knowledge and Attachment on read operation)
• provided the user account with the necessary roles to access the knowledge articles and their attachments
• added the user to the User Criteria article level to have permissions

• added the user to the KB level User Criteria

After all these steps, the connection is working; however, when I'm testing it using a third-party application, I only have access to 1500 articles from 3000 articles (the service user account can see all 3000 articles when I'm logged in directly to the instance).

Please provide any guidance!

Thank you in advance,

Daniel

[Robert H · Accepted solution]

Hello @Daniel Arit ,

Sorry, but I'm out of ideas, then. As per your initial post you seem to have made all the required configuration correctly.

The only recommendation I can make is to narrow down the issue like this: identify a handful of KB Articles that *are* returned by your API call, and a few that are *not*, and then see if you spot any differences between them.

Regards,

Robert

[Daniel Arit]

Hi all,

I’ve made progress in resolving the issue related to knowledge article visibility for the API Service User Account, and I’d like to share the current status in case it's helpful for any future scenarios:

1. The 'Location' user criteria were preventing access to a subset of articles. I addressed this by implementing a small script that grants the necessary access.

2. Some articles have article-level user criteria applied to them. I’ve added the API access group to the Can Read field for those specific articles.

As a result, there are now 1,900 English articles intended to be accessible via the API. However, when testing with Postman, I’m only receiving 1,501 articles in the response, which means around 400 articles are still not visible via the API, and the root cause remains unclear.

Based on my understanding, a custom script that meets certain user criteria may be responsible for restricting access, but I’m uncertain how to identify which script is causing this issue.

If anyone has experienced something similar or has suggestions on how to identify these restrictions, I would greatly appreciate your insights.

Please let me know if you have any ideas!

Thank you,

Daniel