Issue with Users seeing articles they do not have access to on EC

[Rob Sestito]

Hey Team,

I am looking for some insight and help on what I think could be an issue.

I have a user that made a search on our HR Portal, 'bonus payout'. This user is in the US and on the IT side.

Our articles are utilizing criteria for the Can Read and Cannot Read.

When the user performed the search (we are using AI Search on our portal), they received the following results:

So a couple of things, the user is in US, but Italy articles shows first - and honestly should not even show up at all based on the criteria. To add, the article the user wanted to try and see is the Global - IDEXX Bonus Plans. When the user clicks on the article, the get a message that tells them:

Can someone please help me out to understand and figure out; A). Why would articles shows up that shouldn't based on criteria? And B). Why would an article for another country, again controlled by criteria, show up?

Edit since submitting question:

I see at the search results when on the Knowledge page of the portal works perfectly. However the main page with AI Search shows everything - but if the user clicks on an article they do not have access to, then the system tells them so (as shown in the screenshots above). So it looks like there is a difference with results between the searches, and the AI search is not accepting the Can Read article criteria.

Thank you so much in advance,

-Rob

[Allen Andreas]

Hi,

Interesting. Can you give a bit more information as to what you mean by the "main page with AI search"?

Other than that, per the documentation, it states that it should filter the search results to only those a user can access and takes into consideration user criteria: https://docs.servicenow.com/en-US/bundle/sandiego-platform-administration/page/administer/ai-search/...

Can you give a bit more information also about the user criteria that you do have setup, what are the settings? Is it all scripted? Are you using fields (like "Roles" or "Users") to enforce the criteria. Just curious which method you're using in both the Can Read and Cannot Read criteria settings.

Curious if non-scripting works better and hard setting it in a field value, etc.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Rob Sestito]

Hey @Allen Andreas ,

So on the main page for HR portal (landing page), we are using the following:

The Widget is HR Home Search configured to use the AI Search:

I am not sure if the following will help but I will show anyway. The widget itself:

As for the criteria, I hope I answer your question on this part:

Here is one example of an hr criteria:

Then uses a condition:

Let me know if you would need to see the actual condition, but here it is:

Hope this information helps - please let me know if you need more.

Thank you,

-Rob

[Rob Sestito]

Hey @Allen Andreas ,

Does the Can read user criteria need to be indexed by any chance?

[Rob Sestito]

Hey @Allen Andreas ,

I think I found something per that article you shared.

The section with the Early and Late Binding. I located the system property for late binding and it was set to false.

Once I set to true, I went back in as the user that brought this to our attention, searched for a regular 'bonus payout' search and the article I referenced never showed up. I searched for that same article specifically and it never came up.

I set the property back to false, ran the same test, and the article did show up.

Do you think that would be what is needed, to set that property to true?

Thanks,

-Rob