Knowledge base not visible for non admin users?

[naveenmyana]

Hello,

We have knowledge base "abc'' and that is visible for everyone but suddenly it is restricted to admin's and Knowledge manager's only. Can you all please suggest me where to check and what is the issue here as I couldn't find anything in properties,BR's and ACL's.

Please suggest..

[Allen Andreas]

Hi,

You'd want to start with Knowledge > Administration > Knowledge Bases, then select knowledge base, then look at bottom at the "Can Read" section.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[naveenmyana]

Hello Allen,

I have see that and actually we have not restricted this to anyone so it is empty..

[Allen Andreas]

You can also add conditions to the articles contained within to have read role for admin, etc. And if ALL the articles are blocked to only admin, etc. then the KB won't show up for other users.

So you'd need to first evaluate:

1) What did you (or someone else) do recently...to your instance that could have caused this changed...you said before they could see the KB and now "suddenly" they can't.

2) Since you've already checked the administrative properties for this KB and there doesn't appear to be any setting there that would block it from showing...go to the article(s) within this KB and see if those are restricted to 'x' user roles only.

3) Check your ACL's for the kb_knowledge table to see if any of the "Read" ACLs are blocking others from seeing.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Lorenzo Stermie]

Hello Naveenmyana,

Are you accessing the knowledge base from the Service Portal or from the filter navigator?

Also are you experiencing the issue when performing searches or when you navigate to it?