Regarding the issue with restricting access to the Knowledge Base

[ChunjiJ]

I have created a new Knowledge Base and configured it to be accessible only to authorized personnel in the Technical Support Team. However, this setting does not seem to work. Users outside the Technical Support Team Group are still able to view published articles through the portal. Could you please advise why ? Thank you.

[Rafael Batistot · Accepted solution]

Hi @ChunjiJ 

Here’s a checklist to help you troubleshoot why users outside the Technical Support Team can still see the articles:

1. Check Knowledge Base Permissions

Go to:

• Knowledge → Administration → Knowledge Bases
• Open your new Knowledge Base.
• Under Can Read / User Criteria, ensure that only the Technical Support Team is included.

 Important: If there is no “Can Read” User Criteria, ServiceNow treats the KB as public, and everyone can see the articles!

2. Confirm Article-Level Permissions

• Open one of the published articles.
• Check the Can Read User Criteria at the article level.
• If the article has no specific criteria, it will inherit the KB permissions.
• However, if the article has its own criteria set, that might override the base settings.