Hi,
It seems to me that the 'Flag article' button does not work as documented here:
https://docs.servicenow.com/bundle/helsinki-it-service-management/page/product/knowledge-management/...
If I in an instance running Helsinki hit the 'Flag article' button and filling the pop-up 'comments' it seems to be visible to all users both itil + self-service.
Example:
A published article owned by user Charlie Whitherspoon having the 'knowledge' + 'itil' roles:
If I as 'itil' user Beth Anglin create a flagged comment:
And then impersonate another itil user Bud Richman (not the article 'author') that flagged comment is visible:
Likewise it is visible to self-service user Amelia Caputo :
This is a bug right since the documentation indicates otherwise?
Is it easy to fix, so only the sender + article 'author' is able to read the flagged comment?
And when the article author Charlie Whitherspoon replies to the flagged comment:
It is not visible even to Beth Anglin who created the flagged comment that Charlie is answering.
How do I fix so replies to flagged comments are visible to the user who created the flagged comment?
Regards,
Kristian
Further observations are that when the user who created the original flagged comment all though not seeing the reply from the author, then replies to her own original flagged comment then suddenly the reply from the article author becomes visible.
Here is an example where the ITIL user Beth Anglin has created a flagged comment and article author Charlie Whiterspoon has replied, but Beth doesn't see the reply:
Until she comments her own original flagged comment where both her own new added comment becomes visible as well as Charlie Whitherspoon's previous reply:
If then viewing the same article as a self-service user a self-service user is able to see it all:
Which is of course also wrong since only the user who adds the flagged comment and the article author replying to it should be able to see the conversation (perhaps also the knowledge manager of the containing knowledge base).
Finally I also observe that for normal comment (not flagged) it is the same behaviour where I would expect both the original comment and all replies to be fully visible to both itil + self-service users, but they are not.
