Hi Ankul,
The ServiceNow knowledge base can be public or private. The knowledge base is private by default.
A public knowledge base is accessible to everyone, no login required. When a user enters the URL <instance name>.service-now.com/kb_home.do, the knowledge portal appears. This approach provides easy access to published knowledge articles. Administrators can protect sensitive content by applying role-based access to those articles.
A private knowledge base requires users to log in before they can access any articles. When a user enters the URL <instance name>.service-now.com/kb_home.do, the login page appears. After logging in, users see the knowledge portal. This approach provides secure access to all knowledge articles. Administrators can further protect sensitive content by applying role-based access to those articles.
Administrators can make a public knowledge base private or make a private knowledge base public, depending on organizational needs.
- If it is not active, activate the System Definition > Public Pages module by editing the System Definition application.
- Navigate to System Definition > Public Pages.
- Filter the list to view pages that start with kb_.
- Open each page whose accessibility is to be changed and select the Active check box to make the page public. Clear the Active check box to make the page private.
- For a public knowledge base, both the kb_home and kb_list pages must be active. Login is required to view articles for any pages that are not active.
These public pages affect the accessibility of the knowledge portal.
| Page Name | Description |
|---|---|
| kb_comments | Enables public users to see comments from other users, if active. |
| kb_find | Enables public users to search the knowledge base, if active. |
| kb_home | Displays the knowledge portal page, if both this page and kb_list are active. |
| kb_list | Displays the list of articles on the knowledge portal page, if both this page and kb_home are active. |
| kb_view | Enables public users to view knowledge articles, if active. |
Public knowledge base pagesThanks
If they're accessing through global search you'll want to make sure that that text search group is opened to ess users as it's not by default. You'll need to remove the roles from the roles field:
Administering Global Text Search - ServiceNow Wiki
