We have changed our ticketing process to have a single IT Help Request category visible to users putting in a ticket. This way, managers can triage tickets, assign them to the proper categories and assign technicians.
This issue with this is that the other ticket categories have to be set as technician only so end users can't choose them. Because of this, our end users can no longer see the knowledgebase articles assigned to those categories - even though the articles themselves are not set to Technicians only.
Would like a way to override this and have the knowledgebase article setting determine if a user can see it or not.