Knowledge Center - Viewing article content

[ShawnB444094814]

A segment of our users can no longer view the body content of knowledge articles within the Classic interface. Currently, the content only renders correctly via the Knowledge Center. Is this a deliberate functional change by the platform, and if so, what alternatives are available to restore visibility in Classic?

[GlideFather]

Hi @ShawnB444094814,

what do you mean "knowledge centre", is it a KB displayed in a portal or what it is?

If they can access it in one view (portal??) but not the other (native UI), it doesn't seem to be relevant to user criteria, but it might be caused by ACLs.

To confirm this theory, you can use the User Criteria Diagnostics for KB. From there you can investigate the access to an article or a knowledge base by a particular user.

There's the same thing for catalog items (service catalog) so be sure that you used knowledge base for this occassion.

 

To check the ACLs, review these:

https://yourinstance.service-now.com/sys_security_acl_list.do?sysparm_query=nameSTARTSWITHkb_knowledge.text

And last but not least, are you always comparing the same types, templates, category and/or knowledge base? 

[Dr Atul G- LNG]

Hi @ShawnB444094814 

Is any screenshot available? I know the Knowledge Center is a newly launched feature by SN, so it might be a type of knowledge issue. Sharing a screenshot would help us understand it better.”