Feedback Task Assigned To field when using Ownership Groups

Becky T_
Tera Contributor

‎02-11-2022 11:42 AM

Hi Community, 
We are hoping to open up the assigned to field in a Feedback Task so it can be reassigned to anyone in HR, who has the appropriate knowledge roles to make edits to articles. We allow all HR users to edit or create articles, they are then reviewed and approved by the Ownership Group before being published. 

We used to have the ability to reassign Feedback Tasks to anyone in HR when using article owners, however ever since we started using Ownership Groups this functionality is no longer available. Ownership Group members can only reassign Feedback Tasks to other Ownership Group members. This results in Ownership Group members being the middle-man and working outside of ServiceNow to resolve the Feedback Task. 

How can we open up the ability to reassign Feedback Tasks to anyone in HR?

See the below use cases for this need:

1. When feedback is provided in another language, it is often easier to resolve by someone who speaks that language.

2. If another person is the SME for the KBA they would be the best person to make updates.

3. If it is a policy KBA and we need input from the HRBP in the country for the policy it would be helpful to reassign to the appropriate party. 

Thanks!

 

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John Zhang1
Kilo Patron
Kilo Patron

‎02-14-2022 08:57 PM

When you use Ownership group for your article you need to understand the followings: 

  • Only ownership group members have contribute access to the article even if they don't have contribute access to the knowledge base of the article. They can edit, approve, publish, and retire the knowledge article with which they are associated.
  • Users who aren't a member of the ownership group can't contribute to the article even if they have contribute access to the knowledge base of the article.

If you want to assign an article to any HR member, you must need to ensure HR personals must be a member of  the Ownership group.

 

For more detail, please review ServiceNow document -Ownership groups

 

If my reply is Helpful/Correct, please mark the answer as Helpful/Correct.

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