When sharing Knowledge Base Articles please be sure that the article is readable for the end user.
If you see "staff" in your URL the faculty/staff member won't be able to read the article and they will be asked to login to helpdesk which they won't be able to do.
To get around this:
- Go to the Knowledge Base Article you wish to share
- In the top right corner left click: Copy Public Link
- You can verify that you have copied the correct link by viewing the link in your browser and noticing there is no "staff" in the URL.