ITIL users unable to create visualizations (score/graph) unsing Knowledge Table

[maggieo]

Is anyone experiencing this issue: ITIL users can select kb_knowledge to create list simple visualization, but not graphs or scroe type visualizations.

Login as ITIL user (in my pdi I used Beth Anglin) and go to platform analytics

1. Select to create a new single score visualization: 
   1. Click on Add data source
   2. Type Knowledge or kb_knowledge 
   3. A few tables will come up but none is kb knowledge
       
2. Select visualization type: List-simple
   • select Table: kb_knowledge
     
   • user is able to create the visualization

[Ivan Betev · Accepted solution]

Hello there,

I've checked it in my PDI and found that the ACLs are behind this behavior.

Try this:

1. Login as admin and then elevate your account with security_admin role

2. Open the kb_knowledge - read ACL located behind this link:

https://<your_instance_name>.service-now.com/sys_security_acl.do?sys_id=7d9dd050c0a801666e1223c8df88a4cc 

3. Remove this condition, save the ACL, and try again

another option would to create a brand new read ACL for the "itil" role with or without conditions.

Regards, Ivan

[maggieo]

Thank you very much Ivan, this solved the issue