User/group unable to view any existing articles that do not directly involve them

[Jason Parsons]

Hi all, I hope this is the right place for this.

My company recently decided we want to have users outside of our IT department utilize the Knowledge Base to view/create articles, not just viewing them through the employee center. I created a group for authors and approvers and gave it the Knowledge and Knowledge_group_member roles. I've assigned 3 members to this group for testing purposes. We want these members to be able to view, edit and create articles in a specific Knowledge Base, so we created a user criteria for "Users with Author/Approver group" which is just that group. We added that to the "Can Read" and "Can Contribute" sections of the knowledge base.

Unfortunately, when I try to impersonate one of these users and go to knowledge - ALL, I can see one article where the impersonated user is an approver, and a message saying "Number of rows removed from this list by Security constraints: 19", which is less than ideal. Note that there are 22 articles in this KB when I view it from my own account.

If I give the group "knowledge Admin" they gain access to all KB's, which we do not want, but it works as a very temporary solution while the number of users is small and manageable. 

If anyone has any ideas on what roles I may need to add or other sections I may need to update, it would be greatly appreciated. Thank you in advance!

[Dave Littlejohn]

are there any can read / cannot read user criteria on the articles that are missing?

[ShubhamGarg]

Hello @Jason Parsons ,

You can easily identify the root cause behind this behaviour using this article -

Diagnose user access to a knowledge base

Role required to diagnose this - knowledge_manager, knowledge_admin, or admin

Mark this as Accepted Solution/Helpful if applicable.

Regards,

Shubham