KB Articles are not viewable by non-itil users, or any other non-"xyz" roleIssue You may encounter an issue wherein specific users are seeing the following message: You do not have sufficient privileges to access this knowledge itemCauseUsually you'll find that normal lower-level users (ex: non-itil) will have this issue. There may be several reasons for this, but in this KB we will investigate the ACL + Roles to check. It's possible that several KB's have been created with a specific role [kb_knowledge.role] specified. This prevents users from seeing the KB based on the role check in the following OOB ACL: https://<instance-name>.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=7d9dd050c0a801666e1223c8df88a4cc This can cause confusion if the "Roles" field is no longer present on the [kb_knowledge] Form and/or List views. This can be the case if other means are typically used for control, like User Criteria.ResolutionYou can confirm/resolve this by adding the 'Roles' field to your Knowledge Form and/or List, or by examining the 'Show XML' data of a [kb_knowledge] record. Updating the Roles on the KB or ensuring the affected user has the expected roles should resolve this issue.