Multiple knowledge articles are not searchable in ServiceNow and Service Operation Workspace

[Sweta1012]

Hi,

I have a requirement that multiple knowledge articles are not getting searchable in ServiceNow (knowledge>homepage) and Service Operation Workspace but those articles are appearing when we are searching it via Global search.

Can it be due to some user criteria or roles? 

or it is because of text indexing? Although text index already exists for knowledge table, can we run text reindexing again on knowledge table to solve this issue?

[Community Alums]

Hi @Sweta1012 ,

It's because of the user criteria used for your respective Knowledge Base.

So first Create user criteria for controlling access to knowledge bases and articles 

and then the above created user criteria you can use it :

1. Navigate to All > Knowledge > Administration > Knowledge Bases.
2. Click the link to knowledge base you manage.
3. Add user criteria to the knowledge base.
   1. Depending on the user criteria you want to set, select one or more of the relevant related lists.

      Related list	Description
      Can Read	Users can read knowledge articles in the knowledge base.
      Cannot Read	Users can't read knowledge articles in the knowledge base.
      Can Contribute	Users can create, modify, and retire knowledge articles in a knowledge base. Contribute access to a knowledge base also provides read access to all articles in the knowledge base.
      Cannot Contribute	Users can't create, modify, retire, or read knowledge articles in the knowledge base.

      Note: If the related lists aren't visible, configure the Knowledge form to display them. For more information, see Add a related list to a form.
   2. In the selected related list, add the required user criteria.
      • As a user with the admin role, to add a new user criteria record, click New, specify the required fields, and then click Submit.
      • As a user with the knowledge_manager, knowledge_admin, or admin role, to add an existing user criteria record, click Edit, move the required user criteria from the Collection column to the Knowledge column, and then click Save.
4. On the Knowledge Base form, click Update.