Knowledge record not found error

[Community Alums]

Hello,

We have a custom portal where we are using a custom widget "Related Article" where we need to populate article from multiple Knowledge base. Articles are appearing under this widget from different knowledge base as per the logic defined. But if we click on a knowledge article then it shows an error "Knowledge record not found".

Adding other knowledge base to the related list available on the portal resolves the issue however I do not want to add that as it causes the articles from other knowledge base to surface on other places on the portal as well i,e search results etc which is not required,

Could someone please suggest how to resolve this without adding the knowledge bases to the portal and have the articles from other knowledge base to surface only on this specific widget without the error as currently the articles do surface but get the error when opening those kb articles.

Thanks 

[Ct111]

Can you check the user criteria of that KNOWLEDGE BASE for which you are getting this error, is it  similar

to one which doesnt give any error  or is there rules in place which is causing this problem.

We faced this issue when we tried to access HR knowledge base articles from a user who doesnt have

access to HR articles...

Mark my ANSWER as CORRECT and HELPFUL if it helps

[Community Alums]

Access does not seems to be the issue here. I validated for HR criteria and security but that is applicable as a consecutive step once we get rid of this error which is due to cross content surfacing from different portal without adding that knowledge base to our portal.

Thank you for sharing your experience on the same.

[Susan Britt]

I believe if the KB isn't part of your portal, you will not be able to open the article (KA).  You usually get the error about not having "sufficient privileges" though.  The "Knowledge Record not found" can be caused by several different reasons.  Here are some things to test and consider:   

1. Are you able to open any article from any KB when selecting from this custom widget?  If so, verify the KB and KA security on those you cannot.
2. What widget and page are being used to open the KA from your widget?
3. Validate the URL that is being used to open the KA from your widget 
4. Are you using article versioning, and maybe your URL is using an outdated sys_id?
5. Can you take the URL that is trying to be opened and successfully open the KA, if you change to the OOB /kb portal instead of yours?  (e.g., https://yourinstance.service-now.com/sp?id=kb_article&sys_id=5861d533db9b98905e0f8b341b961973   to https://yourinstance.service-now.com/kb?id=kb_article&sys_id=5861d533db9b98905e0f8b341b961973)

[Community Alums]

Thanks @sbritt  for sharing the checklist above.

It looks like in order for the knowledge article from other KB's to surface on our custom portal , we need to include that knowledge base in the portal else it will continue to show the :knowledge record not found error. But this is making it to surface those article in the OOB search widget as well and restricting it exceptionally from there by using a custom search source is also not working.