User not able to see the knowledge base

[suuriya]

Hi Team,

I have faced a weird incident where the user is not able to view the particular knowledge base suddenly (like past 1 week) before that he can able to. when i checked the can read and can contribute of the knowledge base the user is part of the group which is mentioned in both and group is still in active but he is not able to view the knowledge base

No change in user profile as well in roles/grps

Please suggest me in which aspect i need to check or what might caused this issue

[Harshad Wagh]

Go to User criteria diagnostic for knowledge and select the knowledge base and User.

Run the diagnostic, it will give an idea.

Thanks

Harshad

[suuriya]

Hi Harshad,

I followed the steps which you have mentioned and saw that it is empty,  the group he belongs to is mentioned in the user criteria but when i diagnose it is not showing there and i have checked the user criteria there is no recent updates in that and when i create the new user criteria with same details as of the old one and checked he is able to view the knowledge base and when i diagnose new criteria is getting populated there but old one is not showing

Can you please suggest any idea on this why it happened

Thanks

[Harshad Wagh]

can you send screenshot of the criteria diagnostic and user criteria?

Thanks

Harshad

[suuriya]

Hi Harshad,

Please check it

service desk level 2 is old one and service center level II is new one

screenshot is for can read and can contribute is also the same as in screenshot

Only difference made is disabled the match all in new criteria and u can see old criteria is not showing when i diagonse