Knowledge article not showing to agent in related list

[Arangi Naresh3]

we have one requirement when state is closed then knowledge article will create and will add 'attached knowledge' related list, it is working as expected in one instance for both agents and admins, later have moved to another instance but there for agents not working means knowledge was attaching in related list but not showing to agent like below

[Hemanth M1]

Hi @Arangi Naresh3 ,

Is it visibel to admin???

Can you validate using user criteia diagostics (to check if any user crietia restricting this)

[Arangi Naresh3]

Hi @Hemanth M1 

In both instances above user criteria diagnostics are same like empty

[Hemanth M1 · Accepted solution]

Hi @Arangi Naresh3 ,

did u run and check for the aricle thats created like below:

if so, i would impersonate as agent and serach for the article in the knowledge article table (since you know the article number), if still not visible (verified all the Knowledge base and article level user criteria) i would checl acls on rhe article.

Please confirm this.