Knowledge_View_as Role in ServiceNow

[Rebecca B]

Hi All, I am seeking some clarification on the use of this role in SN Knowledge. As a knowledge admin in SN, am I able to use knowledge_view_as as an impersonate method to troubleshoot reported view or access issues in a PROD instance?

[Brian Lancaster · Accepted solution]

Doing some testing I don't see anything extra that you get from knowledge_view_as role. I don't see it in docs under knowledge roles either so I'm wondering if it is a deprecated role. I would say if you need to troubleshoot Knowledge access issue I would use the impersonate rule if based on the Knowledge base can read / can contribute tabs (depending on what the access issue is) you cannot find the issue. 

[Robbie]

Hi @Rebecca B,

From my understanding this is part of Manager Hub, allowing managers to view articles as seen by their direct reports.

Check the following link with the system property and details: https://docs.servicenow.com/csh?topicname=view-direct-reportee.html&version=latest

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Brian Lancaster]

This appears to be related to HR Service Delivery. There is an actual role provided with Knowledge management in ITSM for example called Knowledge_View_as. It is not a system property.

@Rebecca B, There is configuration you can do if you are using Service Operations Workspace where you can setup view as caller on incident. This would require you have an incident open under a persons name that is having the issue. This can be enabled by going to Contextual Search > Table configuration and then open the Agent assist [incident] record and turn on Enable Search as and set the field to caller.

 - you must update the SOW record.

- Search as config

Then under Agent Assist you will see a toggle switch that will allow you to sear the KB articles as the user.

- example screenshot is toggled off