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

[Chris Petrone]

I have a ITIL user in my ServiceNow that has access to a Knowledge Base, however cannot see a particular knowledge base article in that knowledge base. They can see all other articles, as far as I know, but this one article is hidden from them.

When they search the KB# for the article, it shows that there is 1 item in the search resutls under the Knowledge Base category, but when clicking on that category to view the item, there are no items listed. If they click on the direct link to the article, they get a message that "knowledge record is not found"

This knowledge base is locked down to pretty much all ITIL users except a few groups. This person is part of the Desktop Experience group so essentially should be able to read the knowledge articles in this category. Any idea why this one article is unable to be viewed by this person/group?

[Andrea Elms]

Hi Chris, is the article published and the Valid to date correct?

[Mark Manders]

'Cannot read' will overwrite the 'can read' so if this user is part of that group and has the ITIL role as you stated, he won't be able to read it, because he has the role and your 'cannot read' condition states he can't.

If my answer helped you in any way, please then mark it as helpful.

Mark

[Chris Petrone · Accepted solution]

The Solution for this is:

1. In the filter navigator browse to Knowledge -> Administration -> Properties

2. Scroll of the way down to the "Article Versioning Properties" section
3. You will see this option "List of fields (comma -separated) that can be edited on published articles without creating a new version."
4. add ,can_read_user_criteria (no space before comme) and then hit save at the top of the page.

On the KB article, ad the "Can Read" field to the Form Layout.

The Can Read field was showing a sys id associated with a related article that was no longer in use/deleted, so removing the sys id from the can read field allowed users to know see this article again.