Kb articles are not visible in the portal view.

[Balaram7]

Hi all,

we created a new knowledge base in service-now instance and added KB owner and Manager and in Can Read we add roles as well.

We added categories for KB articles also.

For admin users the KB articles that are published are visible. For Non admin users KB articles are visible  but the articles which are created by them not all Kb articles which are available in the same knowledge base which are published.

Please help me out on how to find  out the issue and resolution for this? 

I checked all the ACLs also but they are not restricting tto view KB, please help to find out the possible ways for this.

Thank you,

Balaram.

[Sai Kumar B]

@Balaram 

I believe Non-Admin users can read only their own articles unless they have a kb_admin role

You can refer to the below OOB script include function

Script Include: KBKnowledgeSNC

Function : canRead

[Balaram7]

Hi Sai,

Thanks for your reply,

I added Knowledge_admin role to non-admin users, still they are facing the same issue.

Please help me with the other issues leading to this situtation.

Thanks,

Balaram.

[Sai Kumar B]

Please check this flow chart and validate your current system

Reference : https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/product/knowledge-management/co...