KCS Framework in Service Now: Where to define the knowledge roles

[amarks]

Hi folks,

I'm wondering where KCS experts recommend defining the Knowledge roles (KCS_Candidate, KCS_Contributor, KCS_Publisher).

At present, they have been defined in the Roles table, but I understand that for security purposes, we can't report off the Roles table, so I wondered where others recommend defining these roles?

Thanks,

Adam

[Dave Littlejohn]

My recommendation would be a knowledge article

[LloydoL]

OK...I see the qn is a couple years old...but for the benefit of new readers, I think perhaps under User Criteria within Knowledge...and attach any existing knowledge or ITIL roles into the respective criteria you setup. This way if you follow a kcs licencing model you have flexibility to consolidate users into their appropriate criteria from different sources.

[Dave Littlejohn · Accepted solution]

I believe the question is inquiring where the definitions are put for KCS roles so that others can see the definitions.

Currently, the definition for the KCS roles are in the Description field on the Roles table:

My recommendation would be to create a knowledge article with the roles and definitions so users are able to see them.

If they need to see a report with users with those KCS roles, the table would be User Roles (sys_user_has_role) table.