Hide Knowledge Base, not articles.

[marybutts]

We currently have two Knowledge Bases, which articles are visible to all end users (we don't have anyone specified in can read).   One Knowledge Base is named How To where we store all of the How To instructions, and the other is our Information Technology, where essentially everything else goes and is categorized.

We are interested in adding additional knowledge bases for internal IT departments (Desktop Support, Service Desk, etc), but don't want the general user to be able to even see the Knowledge Base from the Service Portal.   The 'Can Read' only seems to hide the articles that are posted under that knowledge base, but we want to hide the entire knowledge base by roles.   Is this possible?

[sachin_namjoshi]

Hi Mary,

Below post should provide answer to your question.

Unable to hide knowledge base or set "Can Read" roles

Regards,

Sachin

[yltsai]

Yes. You can implement "User Criteria" to restrict the accessibility to Knowledge Base.

http://wiki.servicenow.com/index.php?title=Managing_Knowledge#Defining_User_Criteria

Thank you,

[marybutts]

I am utilizing User Criteria, Can Read/Can Contribute and have set it to ITIL ONLY.   I can see that in the first shot.

The problem is when I impersonate a NON ITIL ONLY person, they can still SEE the Knowledge Base, it is visible to them although the articles are not, as seen in the second shot.

It is hiding the knowledge articles, but not the knowledge base....am I missing something?

Shot 1

Shot 2

[Lucas Vieites]

Hi Mary,

I have just checked this on an Out-Of-Box Istanbul instance and for me it works as expected. I performed the following steps:

• Created a new Knowledge Base "Only 007"
  • Created an article in this KB and published it
• Created a new test user group "For your eyes only"
• Added a few users to the new user group
• Added the new group to the "Can Read" related list on the "Only 007" KB
• Impersonated a user who is not in the "For your eyes only" user group
  • Result: User cannot see the KB on the main Knowledge page (<your.URL>/$knowledge.do)
• Impersonated a user who is in the new group:
  • Result: User can see the KB on the main page

There must be a role-reason for your "NON ITIL ONLY" users to see the "ITIL ONLY" KB. Without further configuration-specific information it will be difficult to see what's going on in your case. If you can't find any reason for it, I'd recommend opening an incident to Customer Support.

Kind regards,

Lucas Vieites