Knowledge Article "No Record Found " error

[Sanket Pawar]

Hi Team,

I am facing a wierd issue, we are populating the knowledge  articles from a knowledge base  on service portal,

on search the articles are showing up but when click on the articles to open, "No record found " .

[aniket_hadron]

Hello @Sanket Pawar,

There are a few reason why that might be happening.

1. Permissions: access to knowledge base articles is controlled by roles and groups. Each knowledge base and individual article can have its own "Can Read" field. This field determines which users or groups can access the information.

Check the "Can Read" field on the knowledge base and article records. Ensure the user encountering the "No record found" error belongs to a group or has a role with the appropriate permissions to access the specific content.

2. Visibility Settings: beyond permissions, there might be additional visibility settings configured on the knowledge base and articles themselves. These settings can further control who can see the articles, even if they have the "Read" permission.

3. Browser issues: while it is unlikely, but try clearing the user's browser cache and cookies, as outdated cached data might sometimes interfere with loading content.

[Mark Manders]

That's very limited information. 

Does this happen to everyone? Does this happen on every article? Are the articles shared with the user clicking on them? How are you populating them? Is this custom or OOB code/widget? Are the articles published? How is your search configured (looking for draft articles, but only read rights on publised?).