User unable to read articles in a particular Knowledge Base (KB)

[Kamva]

Hi Everyone,

Can you please assist? I have an issue with the user who can't view knowledge articles in a particular knowledge base. I don't think this could be roles issues, hence the user can read/view in some other knowledge base. Please help me figure out on why this user can't view articles in this KB, I have ran User Criteria Diagnostics against it and attached the the results below with the configurations of this KB.

NB: Some sensitive data has been blared (name of users, emails address, company information)

KB Configs:

User Criteria Diagnostics:

[SP22]

Hello @Kamva,

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0820679

Thanks
SP

[Kamva]

Hi @SP22,

This is direct opposite of my issue

[Tanushree Maiti]

Hi @Kamva 

1. Validate the Cannot Read related list on the Knowledge Base record. Even if user diagnostics passed on the article, a Cannot Read at the KB level will block them.

2.  Validate the Can Read & Cannot Read user criteria applied at the Knowledge Block level . Refer: Issue with kb articles 

3. Check the system Property: 

glide.knowman.block_access_with_no_user_criteria

4.  Validate that the articles are actually in the "Published" state. Draft or Retired articles are not visible to end-users

5. Article's current date is before the Valid to date.

6.Verify that no custom Access Control Lists (ACLs) are restricting access to the specific knowledge base article

[Kamva]

Hi @Tanushree Maiti,

1. Cannot read is set to "Guest User" only.

2. No, its not.

3. glide.knowman.block_access_with_no_user_criteria is set to "true".

4. Articles are published.

5. Vaild to date is set to 01-01-2100.

6. No custom ACLs