Is there a best practice for defining user criteria that includes the entire organization?

[Aerin]

I'm learning about setting up user criteria at the various levels and I have a few questions before I settle on a structure.

1. It seems like best practice is probably to start with the widest possible access and then apply restrictions from there (as opposed to locking down all KBs and then trying to add "can read" and "can contribute" exceptions.) Would you agree?

2. Is there a best practice or OOB user criteria that sets access to "everyone who as access to Service Now"? I've looked for a list and description of user criteria that come OOB but haven't found anything.

[Jaspal Singh]

Hi Aerin,

1. It seems like best practice is probably to start with the widest possible access and then apply restrictions from there (as opposed to locking down all KBs and then trying to add "can read" and "can contribute" exceptions.) Would you agree?

[Jaspal]: Yes, suggestion is to start with widest to specifics. No need to lock anything. As soon as a user criteria is applied it will restrict.

2. Is there a best practice or OOB user criteria that sets access to "everyone who as access to Service Now"? I've looked for a list and description of user criteria that come OOB but haven't found anything.

[Jaspal]: If there is no criteria set things in ServiceNow will be accessible automatically. Once you apply only then it is restricted. Else, it is open for all.

Hoping you would have gone through doc link

[jaimehonaker]

@Aerin what we do is for our Support & Troubleshooting knowledge base, we use Internal (all of our employees) and then Customer (logged into NowSupport) and then Public, anyone on Google can find it. For us, we've not found a need to narrow it down more than that, but I know that some of our Account Managers have considered creating specific content for specific customers and using the User Criteria to define that.