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NextGen Helpdesk : Articles Should Not be Shown in Browse Popular Articles (Doc ID 2974697.1)

Last updated on SEPTEMBER 15, 2023

Applies to:

Oracle Fusion Human Resources Help Desk Cloud Service - Version 11.13.23.07.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.23.07.0 version, Help Desk

ACTUAL BEHAVIOR
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Knowledge Article in NextGen Helpdesk

In "My Help" page, Knowledge Article is showing up under "Browse Popular Articles" even when the employee does not have access to the Knowledge Article.

Few people do not have access to certain knowledge article in the system and it controlled using User Group however the Knowledge Articles are showing up under "Browse Popular Articles". On clicking specific Knowledge Article its show error.


ERROR
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You don't have permission to view this page

STEPS
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The issue can be reproduced at will with the following steps:
1) Navigate to Helpdesk > My Help > Browse popular articles > Articles are listed (although users don't have access).
2) Click on the article
3) See error

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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