what could be the issue if a non-itil user is not able to view a KB?

[Sofiya Perumal]

Hi Experts,

Non-itil users cannot able to access a specific KB article in service portal. They are getting an error"You do not have sufficient privileges to access this knowledge item". It is only for specific KB. Please suggest a solution.

Thanks in advance,

Regards,

Sofiya

[Sagar Pagar]

Hi @Sofiya Perumal,

Check is there any user criteria applied for kb article on category.

Take a  look at - KB Articles are not viewable by non-itil users, or any other non-"xyz" role 

Unable to access a knowledge article but have access to the Knowledge Base it is stored in. 

Thanks,
Sagar Pagar

[Saurav11]

Hello,

There can be various reason for it. First being the roles i.e the user does not have the correct roles to vie the knowldege.

And second being the user criteria check once if the knowledge or the knowledge base associated with it has any criteria defined in the can read related list.

You can also check the below article for the same:-

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0819853#:~:text=Resolution,ro....

Please mark my answer as correct based on Impact.