knowledge record not found

[jean-lucchatton]

Hello,

I've set the page kb_view to public so all people have access to a dedicated PUBLIC Knowledge base. From   the other   knowledge base (INTERN) I've set a group that has the right to read articles of this KB.

The problem is that when I sent a Permalink per email to an article belonging to the INTERN knowledge base and if the user is not signed in then he/she receives the error message "knowledge record not found". If the kb_view page was not set 'public' then the user would land to the sign in page.

Is there a possibility to have the sign in page instead of this error message ?

Thanks

Jean-Luc

[cameronrichard]

Hello Jean-Luc,

It sounds like you just need to add a check at the beginning of kb_view that checks the Knowledge Base the requested article is stored in and either render it (if PUBLIC) or redirects the user to the login screen.

You can redirect the user to yoursintance.servicen-now.com/login.do?jvar_login_goto_url=<original url> to ensure the user lands on the page the article they requested.

Thanks,

Cameron

[jean-lucchatton]

Thank you Cameron for your solution. Good idea.

In the meanwhile I've implemented an another one . I've duplicated the "kb_view" to "kb_view_public". Then I disable the public attribute of "kb_view" and enable the public attribute of "kb_view_public".

Finally when I give reference to articles for people that doesn't have a account in Snow, I indicate kb_view_public in the link. For example "https://myinstance.service-now.com/kb_view_public.do?sysparm_article=KB0010109"

Jean-Luc

[hdamodar]

Hi Jean, Can you explain in detail how solved the issue? I have the same issue that when user not logged in cannot read the knowledge article. Getting " Knowledge Record not found" Thanks, Hema

[jean-lucchatton]

Hi Hemalatha,

Our need was following : to give access users without a SNOW account to some kb articles. The access is provided to a url for each KB article (no possibility to search in the KB)

Steps:

1) Define a new KB named PUBLIC
- Knowledge > Administration > Knowlege Base
- Give read access to everyone (no entry in "Can read")

2) Copy to UI Page "kb_view" to "kb_view_public"
- System UI > UI Pages
- do the copy

3) Activate the module "System Definition > Public Pages"
- System Definition > Application Menus
- Choose System Definition
- Activate Public Pages

4) Define the Public page flag of kb_view_public
- System Definition > Public Pages
- Set Active for the page kb_view_public

5) Define KB articles that must be access to guests
- Change the KB of these articles -> Public
- For each KB article of PUBLIC, provide an url to your guests. For example "https://myinstance.service-now.com/kb_view_public.do?sysparm_article=KB0010109

I hope it help. Please mark as usefull.

Regards

Jean-Luc