question Knowledge article content not visible to non admin users in Community Central forum

Knowledge article content not visible to non admin users

VaibhavJ — Wed, 15 May 2024 11:50:03 GMT

Recently our instance got upgraded to Washington DC and after that few of the users not able to see the content of the knowledge article. The article got created and Published by those users and they are not able to see the content of that article. Please someone help to resolve this issue.

I have already checked the ACL, BR and UI policy for this and nothing restricted or got changed recently.

Please see the attached screenshot for reference.

Re: Knowledge article content not visible to non admin users

Mark Manders — Wed, 15 May 2024 11:52:50 GMT

Did you check on the user criteria as well (both available for and not available for) on both the Knowledge article and the Knowledge Base?

Re: Knowledge article content not visible to non admin users

VaibhavJ — Wed, 15 May 2024 12:02:59 GMT

Hi Mark,

Yes I did and no user criteria defined. Article available to view for all.

Re: Knowledge article content not visible to non admin users

Mark Manders — Wed, 15 May 2024 12:16:34 GMT

If it happened because of the upgrade: create a NowSupport ticket. Maybe it's a known issue they already have a fix for. I didn't notice it myself on upgrading, but it could be that some OOB security measures are doing something with something you did custom.

Re: Knowledge article content not visible to non admin users

Gangadhar Ravi — Wed, 15 May 2024 12:19:21 GMT

Have you checked if there is any read ACL's causing issue ?

Re: Knowledge article content not visible to non admin users

VaibhavJ — Wed, 15 May 2024 13:09:33 GMT

Hi Ravi,

yes i did checked the ACL but no ACL impacting this.

Re: Knowledge article content not visible to non admin users

Chandra2 — Fri, 24 May 2024 13:14:34 GMT

Is it related to portal view or table view if table view create one read acl * and add Knowledge role on it It will work and if portal then disable the page -

Disable the page route created for the 'Knowledge Article View', this will point Knowledge article page to 'kb_article' page and it shows the Knowledge content based on custom widget

https://<instancename>.service-now.com/nav_to.do?uri=sp_page_route_map.do?sys_id=5eb6e0d3cb3323007a94582df8076d76

Please mark correct if it solve your answer.