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Create Known Error article related link in Problem record query

Sruthi_2511
Tera Contributor

‎04-10-2026 12:55 AM - edited ‎04-10-2026 12:55 AM

When I create a Known Error article link in the problem ticket, it opens a knowledge template upon submission. I have published it, but it is not visible in ESC. It says I don't have sufficient permission: "You do not have sufficient privileges to access this knowledge item." I have all the necessary roles .Should I need to add anythinng the KB article 

Sruthi_2511_0-1775807693558.png

 

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Naveen20
ServiceNow Employee

‎04-10-2026 01:47 AM

The most likely culprit is either the User Criteria on the KB not including ESC end-users, or the article not having fully completed the publish workflow. I'd start by checking the "Can Read" user criteria on both the KB and the article — that resolves this error in most cases.

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