This guide explains how to configure who can read and who can contribute to a ServiceNow Knowledge Base using Fluent. It covers the four M2M tables that link knowledge bases to user criteria, with examples for granting, denying, and replacing access entries.
User Criteria (user_criteria) are named, reusable access conditions that determine which users can view catalog items, knowledge articles, service portal topics, and other platform content. Required for controlling Service Catalog item visibility—always use instead of ACLs or the roles property for who can see/order catalog items. Unlike ACLs—which control read/write/delete operations on database records—User Criteria define audience membership based on combinations of users, groups, roles, departments, locations, companies, and optional scripts.
Creates a User Criteria record -- a named, reusable access condition that determines which users can view catalog items, knowledge articles, service portal topics, and other platform content (user_criteria).
This guide provides comprehensive, scenario-based examples for working with User Criteria in Fluent. For basic API usage and field definitions, see the usercriteria-api topic. For common mistakes and troubleshooting, see the user-criteria-guide topic.