Knowledge Base ownership groups

[csinnett]

Hi all,

Does anyone know if ownership groups and assignment groups are the same or different? Just trying to get a better understanding of how our knowledge base is set up as I've only recently taken over management of it.

Thanks,

Charlotte.

[Chrislgarrett9]

Hi Rebecca,

Ownership Groups are a general group with a type of knowledge assigned to it. Most cases teams already have assignment groups that they want to use as ownership groups as well. That is where an admin (or user with the right roles) will add the type knowledge to the assignment group to then create an ownership group. 

Ownership Groups can also be made manually just like any other group and is something I allow our knowledge users to do to customize the amount of people targeted for approvals, update emails, and reviews. If the OOB approval workflow is used anyone in the Ownership group can approve the article. That is where I find where customized knowledge groups come in handy for managers and SMEs.

Another option for approval workflows is to have a workflow customized for ownership groups. We have some knowledge bases where, by policy, the division head must approve. That is where we customize it to only have approval by the manager of the ownership group, but also have members for the inform purpose.

Hope that helps.

[Aerin]

I've asked this question as well and never really got a substantial answer. I'd love to see a response from someone at SN to explain what the rationale is to maintain two different groups. I'm still not sure if there is a good reason to do it or not!

[andreababch]

I am weighing using Ownership Groups or not. I would love to hear more feedback on how this works well or not. Currently we just have a Product Owner in the approval flow and edit rights are at the knowledge base level. The only reason I can think to separate out a Knowledge Group from an Incident Group and make more work is if all of the people in the INC group will not be participating in creating or approving knowledge. Say only 3 out of 10 people will have a role in this. Then you would want to reduce the notification and rights by separating it out? I'm just theorizing.

[Aerin]

So far, my incident teams have all opted to go 1:1 with who gets access to interact with content. But theoretically, your suggestion makes sense. Where I get tripped up, is that in that case, my devs would prefer to just make another access group, not an ownership group. 🤔