DOMAIN SEPARATION: Can a Knowledge Base (not KB articles) be restricted (not viewable on KB homepage) by OOB parameters? A: (Y&N)

[Bill_Collins]

...e.g., User Criteria?

Title Changed 5.23.2017

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Here's The Answer (Bug, Poor Engineering, or Sloppy Engineering?) :

Within a domain separated instance, User Criteria are not respected if set within a domain.     They will only be respected if set while in the Global domain.   Hence, a user assigned a domain (all users in an appropriately administered domain instance) with the knowledge_manager role can create KBs and set user criteria.   However, the knowledge_manager's efforts will not restrict access.   They can configure User Criteria.   It will do nothing.

We operate a pure domain separated instance, i.e., we are not an MSP cascading everything from the top.   Our customers have customers.   Process is set in the domains where it should be.   This ServiceNow failure prevents us from executing our business plan as our customers must rely on the tool owner (us) to assist in managing their KBs.

Message was edited by: Bill Collins

[shloke04]

Hi,

Yes it can be done using OOB parameters. Please follow the below steps to configure the same:

1) Navigate to the desired Knowledge Base module and open the Knowledge Base Record which you want to hide from the Homepage.

2) Scroll Down and then you would find two Related List "Can Read & Can Contribute". Click on the Edit button to select the User criteria for which this Knowledge Base should be visible to else if you want you can also create a new User Criteria. Please refer the screen shot below:

For example in the above screen shot I have made the Knowledge Base "Customer Service" hidden for all users except for Users with Admin Role. You may also refer the below link on how to define the new User Criteria:

User Criteria - ServiceNow Wiki

Hope this helps.Mark the answer as correct/helpful based on impact.

Regards,

Shloke

[Bill_Collins]

This does not restrict the KB, only its contained articles.   It has no impact on my instance and hence the subject line of my post.

[toplani]

Hi,

We used the OOTB feature as described by Shloke and it worked for us. We were able to restrict viewing of a knowledge base by not adding the roles who needed to be restricted to the Can Read tab of the knowledge base.

Tanya

[Bill_Collins]

Thank you.   I have an open /hi incident and will pursue there.   Possibly the domain separation is impacting this.