Groups in the servicenow acl criteria are not being recognized to resrtict the article/form for user

Hi Everyone,
 

We have observed a technical limitation in the MW product. Currently, it is unable to process user groups inside ACL criteria, which is causing issues in serving restricted forms and knowledge articles.

In ServiceNow, user groups have been configured as part of the knowledge criteria. As per our discussion with the ServiceNow team, the user groups added to the ACL contain more than 100,000 users. Adding these users manually to the user criteria is a tedious task, which is why the group option was used for maintainability.

However, the MW product is unable to read these groups, leading to ambiguous behavior when serving articles or forms. As a result, the bot is serving forms that are actually restricted on the ServiceNow portal.

When users click on the form URL, they are redirected to the ServiceNow portal, where they receive an "Unauthorized" message. The MW support team has requested that users be added directly to the user criteria, but this is a challenging task to manage manually.

Thanks