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?

[yltsai]

Please check members if they have proper role in the authorized group. Also check roles of the person who you impersonated.

Please refresh your browser and test again.

The User Criteria works for me and I did not run in any issues yet.

Thank you,

[marybutts]

I have followed these instructions (we are in Helsinki) as well and I am not seeing the result, but just to confirm:

* Created a new Knowledge Base called 'Double Oh Seven'

* Created a knowledge article and published it.

* Created a new Group called Double Oh Seven

* Added a few users to the Double Oh Seven Group

* Created a New User Criteria with the new Double Oh Seven Group added

* Added new User Criteria to the 'Can Read' list (also added to Can Contribute)

* Impersonated someone not in that Double Oh Seven Group and went to Knowledge Base and it is still showing....

Perhaps it is the Helsinki version?

[shloke04]

Hi Mary,

Please refer my post here where I have answered a similar query:

How to delete a knowledge base in Istanbul?

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

Regards,

Shloke

[marybutts]

Thank you everyone for your comments.   I am still new to this system, as we just implemented this year....

In response to yltsai, I have checked members and roles and groups.

In the screenshot that I provided above for the user I impersonated, he is a NON IT person, so he does not have any roles or groups.

In our environment you are either IT or you are not.   If you are IT, you are part of the ITIL role.   If you are not, you are not assigned any type of role, such as the user I was impersonating in my screenshots above.

Everything in our company is role driven.

I would expect that if I create a knowledge base called IT ONLY and in Can Read/Contribute provide the group ITIL role, I would expect only those people who are attached to the ITIL role would see that knowledge base, but that is just not what is happening here....it is only hiding the articles.

In response to shloke:

The concept of creating a business rule to hide the knowledge base makes sense, but I don't want to hide it from ALL Users, I only want to hide it from NON IT individuals.

Would that just be a script change?

Sorry if I am not reading between the lines here.   This seems so simple, but not....??

[yltsai]

Mary,

I could not reproduce your issue. So, I cannot provide more ideas but the script is really not the best.

Please open a HI ticket with ServiceNow, if you still cannot resolve the issue by EOB.