> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.configbot.ai/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# ConfigBot for ServiceNow – Content Debugging

Troubleshooting why a **Knowledge Article** or **Catalog Item** is not accessible in the ServiceNow Service Portal can be time-consuming because access can be affected by multiple configurations and permission rules. 

With the **ConfigBot ServiceNow Content Debugging module**, you can quickly investigate the possible causes and identify exactly what is preventing access. 

For **Knowledge Articles**, ConfigBot can check: 
* Whether the Knowledge Article is **active and published** 
* Whether the Knowledge Base is accessible to the user 
* Whether the user satisfies the configured **Can Read** criteria 
* Whether the user satisfies the **Can Contribute** criteria 
* Whether the required **User Criteria** are met 
* Whether the Knowledge Category is active and accessible 
* Whether the article is within its valid publication and expiration dates 
* Whether any role, group, or permission requirement is restricting access 

For **Catalog Items**, ConfigBot can investigate: 
* Whether the Catalog Item is **active** 
* Whether the item is available in the required **Service Catalog** 
* Whether the Catalog and Catalog Category are active 
* Whether the user satisfies the configured **Available For** User Criteria 
* Whether the user is restricted by **Not Available For** User Criteria 

Instead of manually reviewing multiple ServiceNow configurations, **ConfigBot Content Debugging** analyzes these access conditions in one place and helps identify the exact reason why a Knowledge Article or Catalog Item is unavailable to a user. 

The following article explains how to use the Content Debugging module in ConfigBot to analyze associated operations in the Content Debugging module. 
 
**Step 1: Log in to ConfigBot** 

Enter your username and password on the login page, then click Submit to access your ConfigBot portal. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1ursqsh.png)

**Step 2: Access the Content Debugging Module** 

From the ConfigBot dashboard, navigate to the **Robotics**, and click on the **Content Debugging** module tile to open it. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1n1csh9.png)

**Step 3: Create a New Iteration** 

Click the **Add New Iteration** button 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_wdp0rg.png)


* Enter the Iteration Number 
* Select the Workspace or ADD NEW Workspace 
* Enter the Host Address 
* Choose the Instance Type 
* Enter your Company ID and Username 
* Add a Short Description 
 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_13qvjon.png)
After filling in all details, click **Submit** to create your iteration. 

**Step 4: Generate Workbook (Initial Execution)** 

Once the iteration is created, click on the Hamburger Menu and select Generate Workbook. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_fv22mm.png)
**In the pop-up window:** 
* Enter your ServiceNow password 
* Add any execution notes
* Select Workbook IntelliSense (to only backfill the data) 
* Click Confirm and Start to process execution 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1dku17w.png)

This step prepares the workbook with the basic configuration setup. 

**Step 5: Configure Data in Workbook** 

Once status shows complete click on sheet icon to open generated workbook 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_12aiis.png)

 
Navigate to the desired Sheet. (**Debug Knowledge Article** or **Debug Catalog Item**) 

Here you can see Debug Knowledge Article sheet, with successfully backfilled data from instance 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_gobjiw.png)
**Fill the sheet with required data:**
* In Column C “**User ID**” - provide the desired user ID 
* In Column D “**Knowledge Article**” - Select the desired Knowledge article you want to verify access on 
* In Column B “**Processing Status**” - Set the state as pending 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1pk9yhm.png)

**Step 6: Start Configuration** 

Once your configuration data is set: 
* Return to your iteration in ConfigBot. 
* Click on the Hamburger Menu and select **Request Reprocess**. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_eroviz.png)

 
Click on the Hamburger Menu again and this time select **Start Configuration**. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1lbvu73.png)

**In the pop-up window:** 
* Enter your ServiceNow password 
* Add any notes 
* Select the Debug Knowledge Article checkbox as we only fill out the Debug Knowledge Article sheet. 
*  Click Confirm and Start to execute 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_ktjpbs.png)

**Step 7: Monitor the Progress:** 
 
Once the execution Complete, proceed to review your results. 
 
![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_zvubmv.png)


 Open the workbook, here you can see the data of the articles we selected is backfilled. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_gzpg73.png)

You can also see some columns become Yes and No. 
* Column with “Yes” in cells, show users exist in the read and contribute criteria of knowledge base or knowledge article. 
* Column with “No” in cells, shows the user does not exist in the read and contributes criteria of knowledge base or knowledge article. 

**Compare (Compare Configuration Between Two Instances):** 

**Step 1 – Generate Workbooks from two Instances** 

Ensure that you have two workbooks generated and automated from different ServiceNow instances (as indicated by their Host Address and Company ID) 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_c70v40.png)

 
**Note: The user and the knowledge article or catalog item associated with that user should be the same.** 

**Step 2 – Start Execution (Compare)** 

Click on the hamburger menu icon and select “**Request Reprocess**” 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_91hkg1.png)
Click on the hamburger menu icon again and this time select “**Compare iteration**” 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1735715.png)
**In the pop-up window** 
* Select the iteration you want to compare against. 
* Add any execution notes
* Click Confirm and Start to begin the comparison process. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_6rfvn1.png)

 
Once the status shows complete, open the workbook and navigate to each sheet to see the changes 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_o0pr9m.png)
You can notice highlights across multiple tabs: 
* Red Highlights – Indicate differences between the two iterations. 
* Green Highlights – Indicate matching values across both workbooks. 
![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_5oe8u5.png)

These color-coded results allow you to instantly identify what has changed or remained consistent between the two ServiceNow instances. 

Navigate to the “Compare Summary” Sheet 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_zii7d2.png)

This screen provides a quick and reliable way to validate data consistency between environments. Instead of manually inspecting records, you can visualize differences and matches in a structured tabular form.  

**Thank You!**