'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.

[RaghavSh · Accepted solution]

Did you check the "can read" criteria or "roles" on the knowledge articles level.

Knowledge articles also have can read criteria.

Please mark the answer correct/helpful accordingly.

[sbeginner]

Hi @RaghavSh , Thankyou so much for your response. The roles field has admin and that is why user was not able to read the record even though Can Read and Cannot read fields were empty. Thanks this helps.

[RaghavSh]

@sbeginner glad this helped!!! Never user roles in kb , always use user criteria that would make the things less complex.