Users with knowledge role who has contribute access are not able to see the articles after they created a new article and saved it. when it is in draft state they are getting this error in the below attachment. Any help would be greatly appreciated. Thanks in advance.
Ahoy @bhargavi9,
when it comes to visibility in knowledge management, the best way is to analyse it through the diagnostics:
https://yourinstance.service-now.com/now/nav/ui/classic/params/target/km_diagnostics.do
Be careful, there are two of these diagnostics.
Both are checking user criteria. But one for KB (Knowledge base and articles) and one for catalog items (service protal and catalog items)...
If this doesn't help then check the ACLs, the error message indicates it might be restricted from that part:
For ACL debugging, go to Access Analyser > Analyse permission:
Select a desired user, kb_knowledge as a table and then select particular record/article and click evaluate access. Give it some time, it will evaluate and load the applied ACLs and it will help you understand what roels such a user (or optionally a group or a role) has - can view, can write, can delete, etc..
Hi @bhargavi9
1. Navigate to Knowledge > Administration > Knowledge Bases, open the relevant KB, and check the "Can Read," "Cannot Read," and "Can Contribute" related lists.
- The user must pass the Can Contribute criteria on the Knowledge Base itself. If they are in a specific group that is added to the "Cannot Read" list, it will override their "Can Contribute" access.
2. Go to Knowledge > Administration > User Criteria Diagnostics, select the author, select the draft article, and click Diagnose. This will explicitly state which criteria is blocking access.
