Knowledge Base (KB) article not visible to none of the custom roles on one vendor instance

[mkm1]

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.

[CezaryBasta · Accepted solution]

see this question and this docs page about the explicit roles plugin. snc_internal is installed with it.

[CezaryBasta · Accepted solution]

see this question and this docs page about the explicit roles plugin. snc_internal is installed with it.

[mkm1 · Accepted solution]

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.