Need to edit on Knowlage base affected product by using ITIL access

[rajibosss11]

When i Try to add Affected products in Knowledge articles its working only for knowledge admins its not working for ITIL in M2M table 

please suggest solution for this

[Tanushree Maiti]

Hi @rajibosss11 , 

Out of the box, the M2M table is an internal backend table with access restricted to administrators.

Before granting an ITIL user create/write access to the M2M table, carefully consider the potential implications.

If still you are looking for enhancement, you can use ACL .

Note: In Following post -  you can see a post where other member created a custom M2m table and using Read ACL they have given  ITIL Role.

https://www.servicenow.com/community/developer-forum/custom-m2m-table-records-not-visible-to-itil-no...

[vaishali231 · Accepted solution]

hey @rajibosss11 

This behavior is typically related to ACL permissions on the M2M table used for Affected Products, rather than the Knowledge article itself.

By default, knowledge_admin works because it has elevated access, while itil users often don’t have create/write access on the M2M table.

What to check

1. ACLs on the M2M table 

• Navigate to System Security - Access Control (ACL)
• Search for the M2M table (e.g. m2m_kb_knowledge_product)
• Review these operations:
• create
• write
• read

Make sure the itil role is allowed either:

In the Requires role field, or

In the ACL script (if present)

scripted ACL :

answer = gs.hasRole('itil') || gs.hasRole('knowledge_admin');

1. Validate using Debug Security Rules

• Go to System Security - Debugging - Debug Security Rules
• Impersonate an ITIL user
• Try adding an Affected Product

This will show exactly which ACL is blocking access.

Additional checks 

• Related list configuration - ensure the “New” button is not restricted
• Confirm the user has write access to the Knowledge article
• Check for any UI Policy/Data Policy making it read-only 

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

[vaishali231]

hey @rajibosss11 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Regards,
Vaishali Singh