KB Article Permalink not working for ESS users

[kimberlynealy]

The links were working as intended on a catalog item but suddenly, our ESS users can no longer view the information . Could a role have been removed or is it ACL related. Im not certain where to start. 

Any ideas how to fix this? Thank you!

[Mark Manders · Accepted solution]

Check the user criteria on the article/knowledge base. It could also be acl's or role removal, but we don't have access to your instance, so you need to check that yourself (deleted records table). But start with the user criteria, because those will tell you what is needed to get access.

[kimberlynealy]

I understand now. Thanks for your help

[Paul Curwen]

It could be custom ACLs but more likely check the Can Read User Criteria used on the Knowledge Base and on the Knowledge Article also check the Can Read and Cannot Read Article settings. 

If you are having trouble diagnosing why a certain user cannot see an article you can test it out to diagnose the issue by using User Criteria Diagnostics

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-managemen...

[kimberlynealy]

Thank you for your help. I understand where the problem is now.