Hi Nivedita,

ServiceNow has separate ACL evaluations for Service Portal vs native UI. The fields are being filtered out specifically in the portal context.

1. Check Portal-Specific ACLs

Navigate to System Security > Access Control (ACL) and filter by:

• Table: kb_knowledge
• Type: read
• Look for ACLs with Advanced tab conditions like:
   

  // Common portal-blocking conditions
  answer != 'true' && gs.getProperty('glide.ui.portal') == 'true'
  // or
  !gs.hasRole('knowledge_admin') && gs.isInteractive()

2. Create Portal-Specific ACLs

If the existing ACLs don't account for portal access, create new ones:

For each field (version, author, u_review_date):

• Table: kb_knowledge
• Field: version (repeat for each field)
• Type: read
• Operation: read
• Role: itil (or appropriate role)
• Advanced tab - Add condition:
   

  // Allow portal access for users with itil role
  if (gs.hasRole('itil')) {
      answer = true;
  }

3. Modify Existing ACLs

Find the existing ACLs that are blocking portal access and modify them:

Look for ACLs with conditions like:

// This blocks portal access
gs.getProperty('glide.ui.portal') != 'true'

Change to:

// This allows portal access for itil users
gs.getProperty('glide.ui.portal') != 'true' || gs.hasRole('itil')