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?

[shloke04]

Hi,

When you say NON It individuals, there must be some Role I guess on basis of which you are differentiating between IT & NON IT Individuals. Based on my assumption You simply need to Update the Business Rule shared in the link above by me as below:

Script:

In the above screen shot Replace your User Role in place of Admin for whom you want to hide the Knowledge Base.

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

Regards,

Shloke

[marybutts]

NON IT individuals are differentiated by not having ANY roles.   IT individuals are given an ITIL role.

In this case, I want to hide the knowledge base from the NON IT people, which means there is no role to replace in that script.

I think that this may be a problem because of the way our knowledge base is set up.   I am still playing around a little bit, but if necessary, I will try and create a HI ticket.

Thanks for your help everyone.

[shloke04]

OK. In order to achieve this, simply replace "admin" with "itil" in the condition of the script highlighted above in the screenshot. This should work for your requirement.

Regards,

Shloke