"You do not have sufficient privileges to access this knowledge item" Message in Servicenow

[devendranarun]

Hello All,

Below mentioned are the KB Article details;

1. KB Article state is Published
2. KB Article approval is rejected.
3. Knowledge Base is End Users and has User Criteria as readable for logged in users.

However, this KB Article is not visible to end user and when try to access, it shows;
You do not have sufficient privileges to access this knowledge item.

Any help is highly appreciated! Thanks!

Best Regards,
Arun Devendran

[bammar · Accepted solution]

im pretty sure this would have more to do with what roles this article is shared with. Check the roles field- populate if necessary with the role the person that cant see it has then try again...

[Prateek kumar]

Take a look at KB user diagnostics. That will tell you what is blocking the access.

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/knowledge-management/conce...

[Troy Riblett]

If anyone else is getting this error and it is *not* roles, and the KB diagnostics returns that they have access, make sure that the knowledgebase is associated to the portal (sp_portal record). If the knowledgebase the article is in is not listed under the related list for the portal record not even admins will be able to see the knowledge article on that portal.

[KMP]

This resolved my issue. Thanks @Troy Riblett.

Some details that could probably help others in the future:
In our DEV instance, we had no issue accessing the article - there was no knowledge_base associated to the portal
in our UAT instance, even admin cannot access the article. When I checked, there was 1 knowledge_base associated to the portal. When I added the rest of the knowledge_base that we use in the project, users (with Can Read) can view the articles again

Of course I applied my fix to DEV first then pushed to higher instances 😉