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05-09-2024 06:46 AM
We have developed a custom application and custom portal with custom roles.
I installed my application on one of our ServiceNow vendor instances. However, on the new instance, KB articles are not visible to any of the custom roles associated with my custom application. Only the admin role can see all the KB articles.
In contrast, on the original vendor instance, knowledge articles are visible and accessible to all custom roles and behaving as per design. I have compared the permissions on both instances for portal pages, menus etc.
Please advise if you have any suggestions to debug.
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05-09-2024 11:27 PM
see this question and this docs page about the explicit roles plugin. snc_internal is installed with it.
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05-10-2024 07:13 AM
There was discrepancy in instance configuration. ServiceNow support exported the role from the instance where snc_internal was presented then imported into the new instance that solved the issue. As snc_internal role by default has can read privileges to KB, any user having snc_intenal role can read the KB articles. Otherwise for specific KB 'can read' privileges be given to roles that can read for example 'any user' 'snc_internal' etc. Note: 'can read' privileges can't be given to any custom roles within a custom app.
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05-09-2024 06:50 AM
Are the articles published? Have you included any user criteria and where they also installed?
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05-09-2024 06:54 AM
Hey @mkm1
Honestly it could be any number of things, but at a glance it sounds like there's some configuration difference between the two environments.
Try using the User Criteria Diagnostics, it's under Knowledge --> Admin --> User Criteria Diagnostics. It should at least give you an idea of what's happening.
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05-09-2024 07:15 AM
Thanks for your suggestion, Kevin, that should give an idea
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05-09-2024 09:19 AM
snc_internal role is missing on the new instance that have can read access to KB. I added snc_internal role to all custom roles and installed new code to new instance. Since snc_internal role is missing on the new instance this role, it does not get assigned to user. How to configure the new instance to have snc_internal role?
