Knowledge articles should be visible for only certain people

[dev_S]

Hi can anyone help me with the issue that knowledge articles are having two user criterias, 1. user criteria is that user should be a manager and he should be a from a perticular country. 2. another user criteria also fetches weather logged in user must be from perticular country and one group HR category managers is directly added in the groups.
So now for example when the user logged in he must be a manager and based on his country location only that articles should be visible when he searches in Employ Center the articles category.

For each country there are some articles.

user critiria scripts are working fine fetching the sys_ids when i tried its running background scripts.

But when i impersonated with some users managers some users articles are showing based of his country that articles are attached to user criterias. But for some users articles are of that category not showing and for some users different country articles are showing, and for users articles of different countries are showing.

So can anyone help me with the Script and whats going wrong. Thanks in advance

[Mark Manders]

This is too little information to get started on. Where are the user criteria set? On Knowledge Base or article level? 

Check on the users you are testing with: are you 100% sure that they are only applying to those articles/bases?

Use the User Criteria Diagnostics: it will tell you a lot without having to impersonate and you can trouble shoot from there. It will show why a certain user is seeing an article you think they shouldn't, or isn't seeing something you think he should.

Don't get me wrong: you have given a lot of info, but since we don't have access to your instance, we are blind to know what is happening and your 'some users' and 'some other users' makes it really hard to even start pinpointing to the cause, because we simply can't see their roles/groups/etc nor can we see what your user criteria need to do.

Also: scripting in user criteria works, but is also caching. So make sure you clear the cache when you make adjustments and do testing, just to ensure the changes are applied.

[Satishkumar B]

Hi @dev_S 

To resolve the issue with knowledge articles not displaying correctly:

1. Verify User Criteria Scripts: Ensure scripts for checking manager status and country are accurate.

2. Check User Roles and Memberships: Confirm users have correct roles and group memberships.

3. Validate Article Settings: Ensure articles are tagged correctly and visible based on user criteria.

4. Test Impersonation: Verify article visibility with various user accounts.

5. Optimize Scripts: Address any performance or logic errors in the criteria scripts.

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HAPPY LEARNING

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