How to configure Related Articles for a Catalog Item when Knowledge Articles have different availabi

KaveeshaF
Tera Contributor

3 weeks ago

Hi everyone,

I am working on a ServiceNow Catalog Item where I need to configure the Related Articles list on the form base. The requirement is to display different Knowledge Articles on different portals/form bases.

However, I am facing an issue with the availability of the required Knowledge Articles:

  • One Knowledge Article is published but is only visible to TP clients. This article should be added to the form on the Total Platform portals only.
  • The other required Knowledge Article is only available in the Prod environment and is not available in Dev or UAT.

Could someone please advise on the correct approach for this scenario?

Specifically:

  1. How should we configure the Related Articles list so that the TP-client article is displayed only on the Total Platform portals?
  2. How should we handle an article that is currently only available in Prod when configuring and testing the Catalog Item in Dev/UAT?
  3. Is there any specific configuration or migration process we should follow to ensure the Related Articles are correctly available across the required environments?

Any guidance on the recommended ServiceNow approach would be greatly appreciated.

Thank you!

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sachinvic
Giga Guru

3 weeks ago - last edited 3 weeks ago

@KaveeshaF 

 

Hi,

For this scenario, handle the two requirements separately.

 

For the TP-client article, use Knowledge User Criteria to control who can read the article. Add the appropriate criteria to the article's Can Read configuration so only the intended TP users can access it. User Criteria can control access at both the knowledge base and article level.

 

For the portal requirement, don't try to control the article's visibility by the Catalog Item alone. The Related Articles component will still respect the user's Knowledge access, so make sure the article is accessible to the users who should see it on that portal.

 

For the article that currently exists only in Prod, the better approach is to have the Knowledge Article moved/promoted through the normal environment migration process rather than creating a placeholder and manually maintaining different versions in each instance. If the article is required for testing the Catalog Item in Dev/UAT, make sure the corresponding Knowledge content exists in those environments before validating the Related Articles configuration.

 

A good way to validate this is:

C11.png

 

Also test with an actual user who matches the required criteria rather than an admin account, since admin access can make the visibility appear broader than it really is.

FYR: https://www.servicenow.com/community/knowledge-management-articles/knowledge-management-faq/ta-p/232... 

 

Helpful? Please mark the response as Accepted Solution ✔️ and close the thread — this helps future readers find the solution faster.

 

Regards,
Sachinvic
✨ArchX Certified | ✨ 16x ServiceNow AI MVP

 

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