Why Permalink (Direct Link) to KnowledgeBase Article Not Working?

[rhett1]

I have the right permissions to the KnowledgeBase.   The issue is that when I click on the URL to go straight to the PERMALINK for the Knowledge Article, this is the screen that I see:

It appears that this only occurs because Single Sign-On (SSO) authentication has not occurred yet.   I say this, because once I login, then the link takes me directly to the article.   How can I overcome this?

Here is the example link I am using:

https://madeupnameofco.service-now.com/kb_view.do?sysparm_article=KB0014675

I also tried without the s in http, but still a NO-GO.

[venkatiyer1]

Hi Rhett,

Generally the Kb_view is a public page so you shouldn't be facing the problem but please check whether it is public by typing sys_public.list in filter navigator and going to the list. It should be true and listed in that public page list. If yes, you would be able to access it irrespective of not logging into SSO.

[rhett1]

Yes it is, please see below.

When the browser is completely shutdown and I go to click on the link to access the article, say from an email, it goes to the my Homepage.   Once I am logged in and click on the link again, it works.

[venkatiyer1 · Accepted solution]

Hi Rhett,

Is there any role on the article itself or an ACL?   You might want to check the ACL's on the article. Generally there is a system property glide.sm.default_mode and if it is deny then the user wont be authorized to see. It should be allow or else we can remove the ACL on the articles or make it available for public role as well.

[rhett1]

Ok this worked for an article!   What happened, based on your feedback, is that I had a role listed in the Readers role.   Once I removed this (thus leaving the Readers role with no role assigned), it worked.

One more question:   I added $knowledge to the sys_public.list to see if I could also go straight to the KnowledgeBase listing, but this is the screen that I see:

Can I overcome this?