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

rhett1 · ‎04-27-2016

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 · ‎04-27-2016

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.

View solution in original post

venkatiyer1 · ‎04-27-2016

Hi Rhett,

Properties under knowledge module allows us to define the roles that can see items on the portal page. You might want to add public or alternatively remove those roles from each section.