Can't see Draft or Review Knowledge Base Articles with knowledge_admin role

[grantjenkins]

Hi,

We are running Calgary Patch 7 Hot Fix 5.

I've assigned the "knowledge_admin" and "itil" role to one of our users (added to group with these roles attached), and they still can't see any Knowledge Base articles that are in either Draft or Review State. They can only see ones that have been Published. The only way I can see all Knowledge Base articles regardless of their State is to assign the "admn" role which is not something we can do - only want this person to manage the Knowledge Base.

Is there another role that I have to assign in order for someone to see all Knowledge Base articles regardless of the State (other that the "admin" Role that is)?

[Pradeep Sharma]

Hi Grant,

Please check the below link for more info.

http://wiki.servicenow.com/index.php?title=Managing_Knowledge#Defining_User_Criteria&gsc.tab=0

[grantjenkins]

Hi Pradeep,

Thanks for the link but that is for the Fuji release. As mentioned in my post we are still using Calgary.

I have gone into the legacy Knowledge Base page (Legacy:Knowledge Management with KCS - ServiceNow Wiki) but that seems to indicate that we need to also give the "admin" role to users that need to manage the Knowledge Base (which seems absolutely crazy, and not an option for us, for obvious reasons).

Any further help would be much appreciated.

[grantjenkins]

I just wanted to add what I've already tried:

In the Knowledge Base > Properties...

• Show unpublished articles in Knowledge Base portal and search results (does not apply to Global Text Search results) = YES
• List of roles (comma-separated) that can see articles in the Review workflow state in the Knowledge portal and Topic list: knowledge_admin,admin
• List of roles (comma-separated) that can see articles in the Draft workflow state in the Knowledge portal and Topic list: knowledge_admin,admin

From my understanding this should allow users that have been assigned the knowledge_admin role the ability to see all articles with Draft or Review workflow state, but it doesn't.

So if I go into Knowledge Base > Published, then change the condition to show articles where the Workflow is either Draft or Review nothing displays for users with the "knowledge_admin", but users with the "admin" role see a bunch of articles with Draft or Review.

Thanks,

Grant.