Why is itil and other roles added to a user when I add knowledge role?

[cfhunt70]

I am wanting to add the knowledge role to a user, but without itil and other roles that go with it. How do I add the knowledge role without the other 8 additional roles being added to it.

[Chuck Tomasi]

Hi Chad,

Navigate to User Administration> Roles, find the knowledge record. Check the "Contains Roles" related list on your knowledge role. By default, it's empty. If you add a role like "itil" it will be inherited any time you assign knowledge.

https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/administer/roles/concept/c_Role...

[Manville]

To actually fix the problem, you will need to free up the role without removing the role from the people who need it.

I would do it this way:

1. identify all the users currently using the knowledge role

2. create a group, give the nested roles & knowledge role to that group

3. add all those users from step 1 to that group

4. remove the nested roles from the Knowledge role

Then you should be able to give the knowledge role to users without the nested role & users shouldn't lose any existing permissions. I would still test to make sure the users can do what they need to do with just the knowledge role.

[Danny Mortensen]

Chuck, has anyone come up with a solution to this one?

[marchey]

I am struggling with the same issue. We are on Jakarta using knowledge V3.

The knowledge_manager role contains itil role by default. This is ok for now because we only used knowledge management for the IT department sofar and all actors have the itil role.

But know I need to open up knowledge management for another department who are currently using an application that I built with the special roles that go with it. These are fullfillers with a SN licence. However if I want to give the knowledge_manager role to this group they get the itil role automatically which means that they have access to all IT records such as incidents, problems, etc which actually not only clutters their interface but also gives them access to information that is none of their business. I tried to remove the nested itil role, but then the group that has only the role that goes with the app has insufficient rights to create or modify submissions or articles as most of the fields on the forms are read only.

Now, before I try to fix this by manipulating ACL's etc. I would like to know why on earth the itil role, which is a pure IT role is necessary for a knowledge manager who can -IMHO- belong to any department in our organisation. This just doesn't make any sense and I wonder if it is just a remnant of the previous vision of SN being only a tool for IT. (We are customer since january 2012, so I know how the company developed from pure ITSM to a more all round platform).

I really would like to see a good and not too complex way to solve this. Would it be sufficiënt to grant access to the submission and article tables to the knowledge manager role? I am willing to try it and see what happens, but I fear it may be a dead alley. So please advice, any suggestion is very welcome.

Marc (Belgium)