KB Submissions what role is needed to Create Article?

[Vickie Runyon]

We are using Knowledge Submissions workflow to build our knowledge base.  When an INC is closed, the agent checks the Knowledge box on the Resolution section and a Submission is then created when the INC closes.

We have a number of agents granted the knowledge role and they can create KB Articles from the Knowledge, Edit option.  However, these same agents do not see the Create Article option in the Submission as I do (I'm admin).

What role or ACL or whatever is needed to allow them to create articles via the Submission?  I have searched ServiceNow docs & have not found any reference to this.

[Allen Andreas]

Hi,

I'm not entirely sure what you mean by "via the Submission"...I'm assuming you mean from like a list view of articles and clicking "New"? Clicking the Knowledge checkbox within an Incident (for example) creates a draft article upon closure of that record.

They would need at a minimum the "Knowledge" role. That allows them write, edit and review knowledge management articles:

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Vickie Runyon]

When I open a Submission, I see a Create Article button.  When clicked, it creates a new KB article and pulls in the information from the Submission -- which is ultimately from the INC.  Then, the Submission can be closed with the article tied to it as a related record.

Others with only the knowledge role do not see the Create Article button to complete the expected workflow for the Submission.

[Michael Ritchie · Accepted solution]

Vickie, when curious about what roles are required it is best to look at the ACLs on the table for the answer.

• I navigated to Knowledge \ Articles \ Open Submissions
• From the list I click one of the Column "hamburgers" and chose Configure \ Security Rules
• I then scrolled to find a record with operation of create and right clicked on the word "create" and choose Show Matching
• Other than the default * (deny) ACLs there is one for the kb_submission table
• Clicking into it will tell you that the "knowledge_admin" role is required to create a kb_submission record

Looking at the Create Article UI Action on the submission table, the condition is "current.canCreate()" which invokes/checks the above ACL so users without the knowledge_admin role won't be able to create an article.

Not sure that I agree with this condition so you could modify the condition to include one of your roles.

[Vickie Runyon]

Yep...I agree...I just went down the same path.  I modified the KB_Submission Create ACL to include the Knowledge role and it now works as I want it to.

It also allows them to create a new Submission just out of the blue (not tied to the INC workflow) so maybe that is why the ACL was put in place.  I don't care about them creating new submissions this way - in fact, I am planning to encourage it as just one more way to get their ideas for KB articles in the list for creation.

Thanks for confirming what I needed to do!