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..

[Carl Fransen1]

Was there a patch installed recently on your instance or perhaps a plugin added?

What version are you running?

Cheers

Carl.

[Jon Resele]

--Solution at bottom--

We're having a similar issue.

After upgrading from Madrid to Orlando our ITIL users no longer have access to non-public articles while viewing them through the Service Portal. I'm an admin and KB manager and I get this error: "You do not have sufficient privileges to access this knowledge item" but I can view that same article on the back end without issue; only the Service Portal is blocking access.

I checked the "can read" for that KB the article resides in and I'm part of the groups that have access. Even a KB where I am listed as a specific user that can read articles in that KB I get blocked access on the Service Portal.

Everything was visible last Friday. The only thing that changed was moving from Madrid to Orlando.

One of our other admins put in a case that was resolved. Here was the solution:

• Navigate to: sp_portal.LIST
• Open page with URL suffix: SP
• Scroll to the bottom and select the Knowledge Bases tab (Search Sources, Knowledge Bases, Catalogs)
• Select "Edit"
• Select the KB from the Collection and click the > arrow to move it into the Knowledge Bases List for the Service Portal

The only KB we had listed on the SP was the Public KB which is why those articles weren't affected but all of our (Internal) KB's were inaccessible through the Service Portal. Once we moved all our non-Public KBs over we were able to access them on the SP when logged in and they weren't visible as search results when logged out. (Can Read access)