Providing additional access or route KB article to team members to edit

[Rum]

Hello all,

We have various IT personnel creates KB articles for both IT Knowledge Base and Self-Service portal (for everyone outside of IT to access). With roles and responsibilities change in the organization, some of the KB article authors wanted to be able have their team members to edit the KB articles during review or as needed. Currently, most of the times, they just provide feedback to the author and the author would update the KB article, or some times provide the information to me (as a KB Manager Role in ServiceNow) then I can help with updating the content.

Is there anyway to be able to allow additional personnel to update the KB article during review. I think right now anyone can check out the published the KB articles.

Thanks

Rum

[Lucas Vieites]

Hi @Rum, what you are requesting defeats the purpose of "checking out" an article, as that mechanism is put in place to avoid multiple edits overwriting each other.

The only way I can think of that would allow your users to edit an article that is checked out by someone else is by granting them a higher role, for example, knowledge_manager, or knowledge_admin, but that is very, very, very, and let me insist one more time, very dangerous, as these roles come with many other permissions.

Let me know if this has helped you by marking my reply as "Helpful".

Thank you,

Lucas