Foreign manager access to knowledge articles

[kush10]

Hello All,

Please help to get the answer of below query:

Can manager with direct reports in more than one country should be able to see the knowledge articles from the country of their direct report, We have had managers raise concerns that they are not able to see all the articles.

Is there any functionality by which mangers can view the knowledge article to which there direct reporte have access to?

[Sandeep Rajput]

@kush10 Do your manager have a specific roles? if not then you will have to create scripted user criteria to check if the logged in user is a manager and has some reportees in the system and accordingly grant them the access to the knowledge articles.

[kush10]

Without the criteria, is there any way by which my manager who is from a different country can see a kb article which i have the access to?

[Sandeep Rajput]

@kush10 Access of KB article is governed via the user criteria, either add the manager in user criteria meant for reportees or create a separate one for managers and add this user criteria in the KB articles.

[Will West1]

If you are looking for the OOB solution, you are looking for Manager Hub. You can see a demo of this functionality at the 3:58 timestamp of the following video from ServiceNow:

ServiceNow Employee Center - Manager Hub
Link: https://youtu.be/V1UyPfNWS-w?feature=shared&t=238 (link to 3:58 timestamp)
Published by: ServiceNow Community
Published: 26Apr2024
Length: 11:09

If you want a simple solution at the cost of user experience, just make sure the HR "Managers" User Criteria is applied wherever you have User Criteria restricting them from seeing it. However, realize that this will let the managers see all Articles regardless of if they have reports in that location or not.

If you want a better user experience at the cost of technical debt and complexity, you can try to do some fancy things by trying to use Business Rules to dynamically add/remove Managers to Groups or Roles to identify managers Users with reports in other Locations (i.e. a Business Rule to add a "User A" to a Group called "Manages Users in America" if a User in America lists User A in the Manager field and then to remove them again if they no longer have a report America) and then using User Criteria based on those Groups or Roles to let them see the Article (eg. set the "Can Read" to "Location: America" and "Group: Manages Users in America"). This means those Users would only see Articles for their Location and Locations they have reports in. But this is a pretty complex custom solution with a lot of moving parts so, while it works, I don't really recommend it. Use Manager Hub.