Role based content segregation

[Garima26]

I’m implementing role-based content segregation in ServiceNow Knowledge Management and need the best approach for structuring articles for our Service Desk and end users.

Goal:
• Service Desk sees the full article, including end user instructions.
• End users see only a specific Knowledge Block with troubleshooting steps.
• Avoid article duplication if possible.

Issue:
• ITIL-restricted articles also restrict public facing Knowledge Blocks, making them invisible to end users.

• The only way it works is by embedding an ITIL Knowledge Block in a public article, but this disrupts our approval workflow and requires process changes.

• Current workaround: creating separate public articles and linking them, but this adds extra effort, impacts search results (single KB setup), and increases maintenance.

Any better alternatives to achieve this without duplicating content?

[Dr Atul G- LNG]

Hi @Garima26 

This is what's expected. If you want to avoid duplication, working around it is the only solution.

[Vickie Runyon]

We achieved this with a custom article template. Our KB itself is visible to everyone. We created fields for Issue, Cause, Self-Service Resolution, and Tech Resolution. We created custom ACLs (and corresponding groups) and applied the ACL to the Tech Resolution field. This makes the Tech field visible only to people in the ACL's group. The group is nested in other SNOW groups so that it is applied automatically.

This allows us to have a 'Public' article but include the method that tech uses to fix the issue - without duplicating the information into another article.

[Kim27]

We've done something similar with custom templates to hide ticket details and assignment groups from self-service users. Works great!