User not able to view the knowledge page (kb_view2) on service portal

[mohammedunwala]

Hello,

I am new to the service portal and m trying to configure one for our company. I selected the default knowledge base within the service portal properties. As an admin, when i login through to the service portal I am able to view the default knowledge base, its categories and the articles within it. But when i impersonate another user with no role i am not able to view the knowledge page at all. Everything else seems to be working fine on the service portal. Also, I did make sure that, my knowledge page is checked as 'public'.

Has anyone faced a similar problem before? I have spent a fair amount of time troubleshooting this and with no luck.

Any help would be appreciated.

Thanks in advance,

Mohammed

[bjhughey164]

Mohammed,

It sounds like an access issue. Does your Knowledge Base have a role assigned to it?

[mohammedunwala]

Hi Ben,

No my knowledge base doesn't have any role(s) assigned. An end user is able to view it in the system, 'Self service-> knowledge'. I am just having this issue when viewed on service portal.

I hope this clarifies my ask here.

Thanks,

Mohammed

[ethandang]

I have the same issue/question as Mohammed.   I followed the KB instructions and assigned the itil role and tested with my itil test user account but still can't see. Only admin accounts seem to be able to view the kb_view2 widget's contents.

all standard or itil users

Admin view out of the box

[mohammedunwala]

Hi Ethan,

Ok that's very odd. I think I will just create a HI ticket and have servicenow support look into it.

Thanks,

Mohammed