Customer can access the Customer Portal but cannot access the KB article

[Jonathan Centeno]

When I checked the user’s email, I found two records — one with an email address and the other showing as a private email. Could this be the issue?

[Steve S_]

You probably already did this, but I mention it just in case...

- Did you confirm the user is in the Group that has access to the KB article?

[Jonathan Centeno]

Yes the user is in the group that has access to KB article.

[Steve S_]

Okay, then let's start by locking down the problem area (access issue, user browser settings, etc.) before attempting to fix it.

For example, we can start by crossing off if it is indeed an access/permission setting by making the user a guest to the kb space and verifying if that provides them access to the article. If it does then we know for sure we are dealing with a permission setting. If they still cannot see it, then it might be something outside of ITSM and more to do with their personal device/browser settings.

[Matteo Vecchiato]

Hi @Jonathan Centeno ,

Welcome to the community.

Could you explain with more detail the behaviour? The KB articles doesn't appear in the portal? Is it happening for all users?

Regards

[Jonathan Centeno]

Hi @Matteo Vecchiato 

It's working on the other user and they can access the KB article but only 1 user cannot access the KB article but he can access the customer portal.

Thank You