knowledge article not showing in serviceportal

[collinjohns1]

We have a knowledge article that is not showing in the ServicePortal.   The article in in the "general" category, but does not appear in that category (only 2 other articles in the category and they show just fine) in the ServicePortal, and cannot find it using search.

Gone over everything short of retiring the article & republishing it (that would take some time).   No ITIL Role, meta is the same as the short description with underlines between words (i.e.: Use_Active_Diriectory_Password_Self_Service) Article is published, knowledge base is "employee"....

What else could I be missing to make this work?

[apjohn2]

Hi wild. Did you ever sort this out? I discovered something tonight when troubleshooting very similar odd behavior. I was only getting the 'IT' KB to show in Service Portal, and since only 'itil' role user can see it, non-roled users saw nothing.

I noticed that "Any User" criterion and added it to the "Can Read" as you did. That didn't have any effect for me.

Then I discovered (by reading your bullet points actually--thank you!) that I had to change the default KB in the Service Portal > Portals > [my company's portal] > Knowledge base field. I changed that to our user-facing KB, "Customer Knowledge."

But then Joe Employee (non-roled) still couldn't see any KB articles/categores/etc. Still nothing.

Then I realized... maybe I should not have added that "Any User" criterion. So I went back and removed it, and VOILA! Joe Employee can now see all the 'Customer Knowledge' articles we have right in the Service Portal.

(Side note--why do they only allow one KB per Portal? Seems silly--maybe I'll research it in my spare time.)

Anyway hope this helps, if help is still needed.

[wild_]

Hey ajohnson_lci,

Yeah, my problem went away when i removed the Any User criterion from Can Read. My investigations leads me to believe that UserSet is broken... having NO groups or roles at all appears to not operate as I'd expected it to... as a select * (or ALL).  I'm not quite sure what the best practice use for that 'Any User' is at this point.