Knowledge Base - User Criteria at the Category Level

Michele9
Mega Contributor

Hi All,

We have the need to restrict the access to articles in some specific Categories on a KB. I´ve checked that there are user criteria for KB or Article. 

Are there any other possible way to restrict it to category?

Thanks a lot,

Michele

5 REPLIES 5

Lorenzo Stermie
Kilo Guru

Hello Michele,

That would be a useful feature, and I have used other products that do have it.

ServiceNow cannot restrict access to a category with out of box functionality, it's probably possible to do so with an ACL on the category table.

 

The easiest way of restricting access to an article is by setting what role is required to see it (you may consider creating a role for this purpose).

A more complicated way would be to create a separate knowledge base to host those categories, you can then manage access to them from the KB level.

Once you have your new knowledge base with the permissions you need you can then move the categories following the steps below, but know that moving a category will not move the articles inside it, those will have to be moved as well in to the category in the new Knowledge base.

 

In SN here is how I do it: I've created a report that shows me the categories, make sure the "full category" is your first column it will make navigating this table easier

find_real_file.png

 

You can use the report as is or add it to a dashboard.

When you click on a category you will see the tick box where you can activate it or uncheck it to de-activate it (this will show\hide all articles within) but use this with caution as it may hamper with your KB workflow

If you click on the magnifying glass (twice) you will get to a popup that display a list of categories, here you can pick the one that will be the new parent category hence moving your category from one parent to another.

You can also move the category from one Knowledge Base to another by dropping down the "table name" value to Knowledge base.

I hope this helps.

 

find_real_file.png

Karina Larson
Kilo Expert

I would also be interested to know if anyone has come up with a solution for this.  The suggestion ServiceNow provides is to separate the content into another Knowledge Base, as Lorenzo mentions, and my organization did go with that approach for a collection of articles.

The scenario I was trying to tackle was having the whole KB to be restricted to a certain user criteria and then some of the articles within be further restricted to a Tier3 group.  That is not possible at all because only the KB-level "can-contribute" setting is recognized.

For more information on that type scenario, see the table toward the end of Select user criteria for a knowledge base

I'm confident that many companies would benefit from ServiceNow investing in ways to approach these scenarios.

 

thomashansson
Tera Expert

 

I wonder if restrict access to fields in an article template would be of any help for the scenario?

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/product/knowledge-management/task...

Tamara11
Mega Sage

This is from 2019 and I can't see that ServiceNow has addressed this issue. 

 

We only want our networking team to create networking articles, our events team to create event articles, etc.  Each of these are categories that don't warrant their own kb.

 

ServiceNow, will you be providing this ability any time soon?  It's holding up progress.,