User criteria not working for Users with specific Location at Knowledge article level

[Community Alums]

I did create a user criteria to make knowledge articles just visible to users with a specific location, but when impersonating a user with a different location they can view the article as well. Then I did create a user criteria to check user has a location different to Bridgeport,if so,  add this user criteria to Cannot read field in article tab, but still not working. Does anyone have got this issue?
User criteria to make articles visible to just Bridgeport users:

Assigned this user criteria in Cannot read field in a specific article.

but when impersonating a user with a Location different to Bridgeport they can still view the article.

User criteria to check user has a different Location to Bridgeport, assign this in Cannot read field.

I already set to true this property glide.knowman.apply_article_read_criteria

[Brad Bowman]

If you use a Script, logically whenever a condition specifies != use AND not OR.  The way your script reads now it is always true as the location of any user will always be != one or the other.  You can also use User Criteria Diagnostics for the test user and article/kb for troubleshooting.

[Community Alums]

Hi Brad, thanks. I did use AND instead of OR, but still having the issue, I'm using User Criteria Diagnosis and the user is having access event when he is in BridgePort Location-

KB article:

User criteria script:

any useful info? thank you

[Brad Bowman]

My brain is confusing all of the negatives each time I look at this.  Go back to simplicity - if you DON'T want someone to have access to an article if they ARE in a location, then use Cannot Read, select the two Locations in the list field.  If you need a script for some reason, it would be answer=true if Location = one OR Location = the other.  This is more like you had in the first screenshot, except attached to Cannot Read.  Is the article/kb also in the Human Resources: Core Application?  Before testing, make sure to end impersonation or logout after making User Criteria changes.

[sadif_raja]

@Community Alums 

A few things you can double-check that might help resolve the issue:

1. User Criteria Logic: Sometimes, when applying multiple user criteria (e.g., "Cannot Read" and "Can Read"), there might be overlap or conflicting conditions. Make sure the logic is set so that users outside Bridgeport are explicitly restricted. You can also double-check the precedence of user criteria in your setup.

2. Impersonation Test: When impersonating a user, ensure that the impersonated user has the correct location data in their profile and that it matches what the system uses for the user criteria check. Sometimes the impersonation might not accurately reflect location changes depending on the data sync.

3. Knowledge Base Read Rules: Verify if there are any other read rules, including knowledge base-level rules, that could override or conflict with your user criteria for specific articles.

4. Property Configurations: Since you've set glide.knowman.apply_article_read_criteria to true, also ensure there are no other related properties that might impact visibility rules.

5. Clear Cache: After making changes to the user criteria or applying rules, try clearing the platform cache or refreshing the article security conditions.

If none of this works, you might need to dig into the logs or reach out to ServiceNow support, as there could be something else in the system configuration impacting visibility.

Hope this helps!