User criteria is not working on knowledge article

[Ravi Prakash Ro]

Hi All,

In Kingston version of ServiceNow, we have ''Can Read'' and ''Can not Read'' fields available OOB on knowledge article form. Where we can use user criteria to restrict the article. But it is not working as expected.

Could anyone please help me with some suggestion/guidance. 

Thanks in advance!

Best Regards,

Ravi Roy

[Rajesh Kannan G]

Refer documentation, there is a table at the bottom that explains the expected result. If you notice different result with your article then it is better to contact servicenow for support.

Note: Knowledge Base Owner/Managers, Knowledge Admins have access to articles irrespective of the user criteria setup. 

[Ravi Prakash Ro · Accepted solution]

Hi All,

@Rajesh:- Thanks for the response,

I have tried using user criteria and found way to restrict the article based on user criteria.

So there are following precedence of user criteria and restrictions on knowledge articles:-

(1) It checks for ''Can contribute'' user criteria on knowledge base level. if it allows access, user can read the articles.

(2) 2nd preference is to check the ''Can Read'' user criteria at Knowledge base level. If it allows the read access, user can enter the knowledge base and read all the articles (without article level restrictions).

(3) 3rd preference will be given to Article level ''Can read'' and ''Can not read'' user criteria. Article level ''Can not read'' has precedence over ''Can read''.

It is working perfectly for me. It may be helpful for others 🙂