KB Submissions what role is needed to Create Article?

Vickie Runyon · ‎01-30-2020

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.

Michael Ritchie · ‎01-30-2020

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.

View solution in original post

Michael QCKM · ‎09-22-2020

anyone from ServiceNow care to reply?