Some knowledge bases are not visible to public in Service Portal

[Antti Luusua]

Hello ServiceNow Community,

we have an issue with some of our public Knowledge bases now showing up in our Service Portal.

We currently have 8 different knowledge bases and 7 of them have public knowledge articles. Five of these actually show up in our portal when a public user is browsing – all of them show up whenever you are logged in. All of the knowledge bases contain also articles that are limited by user criteria.

I created a completely new knowledge base ICT Test Knowledge Base and added it to our Service Portal.

Then I created a new Knowledge article in it called ICT Test Knowledge Article, without any user criteria (=aka public article) and boom, instantly it shows up in the public knowledge search, as expected. Here is a screenshot of me using another browser in incognito mode, where I am not logged in. 

I have tried everything I could find but thus far no luck of getting the two remaining knowledge bases to appear. They do work when I log in but I cannot find a reason why public users cannot see them. All of the other KBs work out just fine.

I guess I could create new KBs and move the articles but it might be a hassle and I would rather not do that.

[VivekSattanatha]

@Antti Luusua 

Check in sys_public table that the specific portal page is marked as public. If your portal page is any of the below then mark it as active.

[Antti Luusua · Accepted solution]

Case is now resolved. There was an entry of "Guest user" in knowledge bases "Cannot read" field. We had checked those multiple times but ultimately when our instance was updated to Vancouver, we noticed it, removed the entry and now all the necessary knowledge bases are visible to public.

[Daniel Shock]

Same thing happened to us.  Thanks so much for sharing your solution - saved us so much headache.