Knowledge Record Not Found
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05-01-2024 02:36 PM
When I submit an article to our Internal Knowledge Base, set the group that "can read" and publish the article, when I go to the Employee Center, and impersonate a person in the "can read" group, I can see the article but when I click on it, I get the error "knowledge record not found". I have tested adding articles to this KB in the past and it worked, so not sure why the error is showing now. I have all the admin level groups and I can see the article when it is published - so not sure if it is a URL issue. Thank you!
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05-01-2024 08:46 PM
Hi @RosemaryHealy ,
The Solution for this is:
1. In the filter navigator browse to Knowledge -> Administration -> Properties
2. Scroll of the way down to the "Article Versioning Properties" section
3. You will see this option "List of fields (comma -separated) that can be edited on published articles without creating a new version."
4. add ,can_read_user_criteria (no space before comme) and then hit save at the top of the page.
On the KB article, ad the "Can Read" field to the Form Layout.
The Can Read field was showing a sys id associated with a related article that was no longer in use/deleted, so removing the sys id from the can read field allowed users to know see this article again.
Also, here are some workaround : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0533538
