Ability to view Knowledge table for non Knowledge Managers

[KnowledgeSeeker]

We have a challenge in our org and I am hoping to get some direction;

We are working on developing reports / dashboards for different leaders within our Service Desk and are finding they don't have access to view anything that was built off of any of the Knowledge Tables  How are other companies handling permissions like this? We need the ability for Service Desk leaders for example to be able to view dashboards / reports that contain info from a knowledge table that aren't in a "knowledge manager" role. Hopefully this makes sense. Thank you in advance for the suggestions!

[Dave Littlejohn]

There are a few different ways to do this depending on how you want to handle knowledge management.

The easiest way would be granting the Service Desk leaders the knowledge role which should have access to view the knowledge table (if you specify which table, I can confirm the role[s] with access).

Another method would be creating a service desk leader role and then granting read/report access to the knowledge tables with that role via ACL (Security Rules).

[KnowledgeSeeker]

You got me thinking here. As far as what knowledge tables, I am thinking kb_feedback, kb_knowledge, kb_feedback_task etc. 

[Dave Littlejohn]

kb_feedback and kb_feedback_task are a little more restricted out of the box with requiring knowledge_manager or knowledge_admin role. Since it sounds like the Service Desk leaders shouldn't have those roles, my recommendation would be to create that new role to identify them and grant the read/report view access to those tables for that new role.