User Criteria to show/hide KB Articles on Service Portal

[ayman_h]

Hi,

We are transitioning from the ESS Portal to the Service Portal and would like users to have access to both.

Is there a way to define a User Criteria or use any other solution to show a Knowledge Base or some selected KB Articles only on the Service Portal?

Thanks,
Ayman

[Bhagya Lakshmi]

Hi,

Actually, there is user criteria for knowledge base level. There is no restriction on articles.

[dhananjay21]

Hi ayman.h,

You can achieve it by creating a user criteria in "user_criteria" table and you can add this User Criteria in the "Can Read" or "Cannot Read" field on knowledge article record.

Hope this helps you ,please mark helpful if found helpful. 

[Shambhu5]

Hi Ayman,

Yes ofcorse! You can restrict the view of Knowledge Bases for particular set of Customers/users. Please find below link.

User Criteria

Now, in case of knowledge articles, you can't control them. Basically, end users are, OOTB, allowed to see only those articles which are in Published state. So, users having visibility of particular KB (which can be configured using above link provided), can view articles related to those KB's only. In this way, Knowledge articles can also be said that those can be restricted (which infact doesn't). 

Please mark my answer as Correct/Helpful in case that helped you in your query resolvement.

Regards,
Vishrut

[ayman_h]

Sorry guys, maybe my question was not clear. I want to restrict Users using the ESS view to not seeing all KB Articles meant for Service Portal users. I tried using a User Criteria script to extract the URL and check if it contains '/sp/' and then return a true or false but looks like the method "gs.action.getGlideURI().toString()" doesn't work on ESS side. This is the User Criteria script I am using

answer();

function answer(){
	//return false;
	var windowUrl = gs.action.getGlideURI().toString();
	if(windowUrl.indexOf("/sp/")> -1 ){
		return true;
	}else {
		return false;
	}
}