Knowledge article user criteria

[anvitha ash]

Hi, 

 We want to configure user criteria by "Groups" for knowledge articles so that members of groups can read/contribute to the knowledge articles.

 Criteria condition:

We have a group called "Service Desk" and only service desk group members can read and contribute to both user-facing and support knowledge articles

Users other than Service Desk can read only user-facing knowledge articles, i.e., FAQs, How-to Guide.

How can I achieve this 

Thanks in advance 😀 

[Dr Atul G- LNG]

Hi @anvitha ash 

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...

[anvitha ash]

@Sandeep Rajput @Dr Atul G- LNG @adityahubli 

Let me rephrase my requirement once again clearly

There is a complexity in the requirement due to the enablement of all five out-of-the-box knowledge templates, namely What is, How to, FAQ, Known Error Article, and KCS Article.

With all these templates enabled:

Service Desk users should be able to read all knowledge articles, regardless of which template they are created from (What is, How to, FAQ, Known Error Article, or KCS Article).

Users outside the Service Desk should be restricted to reading only user-facing knowledge articles, specifically those created using the "What is and How to" templates.

Non–Service Desk users must not have access to knowledge articles created from "FAQ, How to" templates only

I hope my question is clear. 

[Dr Atul G- LNG]

Hi @anvitha ash 

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.