How to show knowledge base article without login from service portal.

Sai25
Giga Guru

‎02-01-2022 10:20 PM

Hi All,

In the log in page I have created one widget under that I had placed article. When we click on article it should open the knowledge article  in the portal before login.

Here in the "how to login I am able to open from kb_social_qa_question table , but where as knowledge base articles are not showing."

 

find_real_file.png

 

Thank You,

Sai.

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Vaishnavi Lathk
Mega Sage
Mega Sage

‎02-02-2022 01:30 AM

Hello,

The Concept is called as Guest  User.

Guest user is used for all unauthenticated transaction in ServiceNow. A few Examples are

Processing of inbound email actions: When an email is received by ServiceNow, tool does not know if the user exists in user table and hence does not know about the authenticity of the transaction. The guest user then processes the script of the matching inbound action and if the "sent from" matches with any profile existing in sys_user table, system impersonates that user and as per his access, performs operation on target records. If user is not found, system processes script through session of guest user.

 Processing of SSO authentication: When a user send a SAML request and ServiceNow receives the response, the guest user actually logs in and finds the relevant IDP to be used for the authentication. Further, it also queries sys_user table to be used in the SSO scripts to check if the user who is trying to login through SSO actually exists in sys_user table. Guest user should always exists in global scope in domain separated instances as global scope entitle the user to access all data/processes

 

Second:- KA is not Public, so Guest can not see the KA..

you have to enable the external or public user.perform the below things.

https://docs.servicenow.com/bundle/kingston-customer-service-management/page/product/customer-commun...

https://hi.service-now.com/kb_view.do?sysparm_article=KB0564169

 also one more suggession

in Service Portal widget go to Knowledge Article Comments and uncheck public if you want to restrict the user.

 if you want more detail, please read my answer to the synonym question on some other users' question.
 
https://community.servicenow.com/community?id=community_inbox

Please Mark Correct and Helpful

Regards,

Vaishnavi