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knowledge articles should be editable to all the users with ITIL Role

Abishek1998
Tera Expert

3 weeks ago

HI all,

Currently the knowledge articles are editable to  can cantribute criteria tab in knowledge base. But I want 

1. The users with the ITIL Should edit knowledge articles but only after the ownership group approves. And if the members in ownership group requests edit, the approval should skip.

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2 REPLIES 2

Tejas Adhalrao
Kilo Sage

3 weeks ago

hi @Abishek1998 ,

Yes, this can be done, but I would not give all ITIL users direct edit access through the Knowledge Base Can Contribute criteria alone.

You can handle this with the knowledge article lifecycle:

  • Allow users with the itil role to submit/request an edit to an article.
  • When the editor is not a member of the article's Ownership Group, send the edit for approval to the Ownership Group.
  • If the user requesting the edit is already a member of the Ownership Group, skip the approval and allow the edit to proceed.
  • Keep the existing Knowledge approval/publishing process in place so the article still follows the normal lifecycle.

The important part is that Can Contribute controls who can contribute/edit knowledge, but it doesn't by itself provide the conditional approval logic you're looking for.

I would implement the conditional part using the Knowledge workflow/Flow Designer and a check such as:

Requested by → Is member of Ownership Group?

If Yes → skip approval.
If No → request approval from the Ownership Group.

I would also avoid modifying the OOTB Knowledge ACLs unless necessary. First check whether the required behavior can be achieved through the Knowledge configuration and approval flow in your Zurich instance.

If you share which Knowledge application/version you're using and whether you're using Knowledge Management Advanced, I can suggest the exact configuration.

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vaishali231
Kilo Sage

3 weeks ago

Hey @Abishek1998 

 this can be achieved using Can Contribute + Ownership Group + conditional approval.

Approach

Configure the Knowledge Base:

Can Contribute

    User Criteria: Users with itil role

Then use the article's Ownership Group for approval.

The logic

ITIL user edits Knowledge Article

System checks Ownership Group membership

If user is a member → skip approval

If user is not a member → send for Ownership Group approval
should be:

Membership check

You can check membership using sys_user_grmember:

var member = new GlideRecord('sys_user_grmember');

member.addQuery('group', current.ownership_group);

member.addQuery('user', gs.getUserID());

member.query();

var isOwnerMember = member.hasNext();

Then in the Flow/Workflow:

If isOwnerMember = true

    → Skip approval

 

If isOwnerMember = false

    → Request approval from Ownership Group

 

I would recommend applying the approval to the new article version before publishing, rather than preventing the user from creating the edit.

Also, verify the OOTB Knowledge Ownership Group properties, because Ownership Group configuration can affect who is allowed to edit/check out articles.

So the overall solution is:

If the editor is a member of the Ownership Group → Approval is skipped.

If the editor is not a member of the Ownership Group → Approval is sent to the Ownership Group.

After approval → The new article version is published.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb













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