Knowledge article user criteria

[Dr Atul G- LNG]

Hi @mounika7675 

Create UC: 

https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/notification/r...

https://INSTANCENAME.service-now.com/now/nav/ui/classic/params/target/user_criteria.do%3Fsys_id%3D-1...

[mounika7675]

this is 

[Dr Atul G- LNG]

Hi @mounika7675 

We faced the same issue with a client very recently. They had shared an SSD, and we observed that internal users (GSS) were able to see all articles, while other users could not.

To resolve this, we implemented one of the following approaches:

Option 1: Separate knowledge bases
Create two different knowledge bases—one for internal users (with a suffix like _IN) and another for external users (with the full name). Then, define and apply appropriate user criteria to control visibility.

Option 2: Custom role-based access
If you don’t want to maintain separate knowledge bases, create a custom role and assign it to external users. Only users with that role will be able to view the articles; others will not.

These are the two possible solutions in this scenario.

[Aditya08]

Hello @mounika7675 ,

I understand your question and  to add restriction for normal users, we need to create two separate Knowledge Bases.

First Knowledge Base  for normal users:
This will be for normal users and will allow only What is and How to templates.
The Can Read user criteria will be set to All Users so everyone can access these articles.

Second Knowledge Base for  Internal / Service Desk KB :
This will be for Service Desk users only and will include FAQ, Known Error, KCS Articles, and Internal How-to templates.
The Can Read user criteria will be restricted to Service Desk group users.

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya,

Technical consultant

[mounika7675]

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