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:

[Tanushree Maiti]

Hi @Kamva 

Check that users are not included in a "Cannot Read" list, as this overrides "Can Read".

Refer: KB0997177 Knowledge Users Need Both 'Can read' and 'Cannot Read' 

[TharaS657398130]

Hello

This actually can still be a configuration issue rather than roles, and your clue is point #3 — the property glide.knowman.block_access_with_no_user_criteria = true. When this is set to true, ServiceNow will block access if no “Can Read” user criteria is defined, even if nothing is explicitly restricting the user. So if your knowledge base (or the articles) don’t have a proper Can Read user criteria that includes this user, they won’t be able to see the articles, even though they can access other KBs. Since your “Cannot Read” is only Guest and diagnostics didn’t fail, the most likely issue is that this KB either has no Can Read criteria or one that doesn’t include the user. Fix is simple: either add a Can Read user criteria that includes the user (or their group/company) or set the property to false (not recommended globally unless intentional).

[Vishal Jaswal]

Hello @Kamva 

1. Can you configure related list on the knowledge base to bring Cannot Read and Connot Contribute relationships to find out they are empty or not.

2. Also, run the diagnostics on the KB article as well and share the results:

3. Try adding a dummy user with the same role and impersonate him to find out whether same user is facing the same issue or not.
4. I hope there is no such ACL, server side or client-side logic implemented on kb_knowledge or template specific table if article is created via template.