'Not sufficient Privileges' error message while Global searching KB article

[sbeginner]

Hi All,

I am getting the error message ''You do not have sufficient Privileges to access this knowledge item' while searching for KB article in native view as Global search. Below are the things I have already checked.

1. The knowledge base is IT users and it is not added to service portal. I addewd it and checked still the same error.

2. IT users knowledge base has Read and can contribute as 'itil' role.

3. User has 'itil', 'knowledge' and 'knowledge_admin' role.

4. I as a admin can access the article.

Can you help with this.

[Hemanth M1]

Hi @sbeginner 

Verify the user criteria access using "Run User Criteria Diagnostics" related link on the knowledge base 
1)you can check knowledge base and article level access if this looks good

2)check ACLs...

I assume the article is not retired..

Thank you,

Hemanth

[sbeginner]

Hi @Hemanth M1 ,

Thankyou so much for your response. User criteria allows user to access the record at both record and base level. Will check ACLs. 

[jaheerhattiwale]

@sbeginner It seems like the knowledge base is not added to the portal.

Go to "Service Portal > Portals"

Open you portal record

Scroll down to related lists

In "Search sources" related list click on edit and add "Knowledge bases" search source

In "Knowledge bases" related list add you knowledge base like as shown below

Please mark as correct answer if this solves your issue.

[sbeginner]

Hi @jaheerhattiwale ,

Thankyou so much for your response. But already tried this. It did not help.