Hi @Rajeevreddy ,
This is a Known Issue!! I believe you are logged in by admin, you can see it but for itil users , they won't see .
There exists an Access Control Rule that allows table-level access for viewing KBs (accessible via the following URL). This rule is activated when an exact search is performed and does not adhere to the search group conditions for the global search. In brief, the exact search and the general global text search operate with some differences. Consequently, users will see the published version of the retired KB if they search for it using the KB number.
This is the ACL which is responsible :
There are two different options you can use that are provided below. Please make sure to test either of these options in a non-production instance as they change access to the kb_knowledge table before moving to the prod instance.
Option 1: Disabling the ACL: sys_security_acl.do?sys_id=65bbd9bcd71221004792a1737e610389 would eliminate the aforementioned issue.
However, by default, admins have access to view all types of KBs. This workaround is intended for non-admin users.
Option 2: The above workaround might affect the ability of the other users to access the KB if there is no other read ACL to see the content on kb_knowledge. In that case, an alternative workaround would be to keep the below ACL active and add a filter in Data condition as shown in the screenshot below. This way non-admin users will only be able to search for the published KBs in the Global Search and retired KB will not pass this ACL so Global Search will not show the KB details in the search bar.
ACL: sys_security_acl.do?sys_id=65bbd9bcd71221004792a1737e610389
