Can Collaborators edit KB articles?

[smurray]

Currently, the way ServiceNow works for us is that if we mark a user as a Collaborator, they only have editing access when the article is a Draft Submission. My use case is that I need to give editing access to specific users for specific articles in Submission or Published states. Besides my KM team, our ServiceNow deployment only gives the Submitter and the Publisher editing access to the article. I would like to open editing to Collaborators selected for the article. Does anyone use this type of workflow?

[bernyalvarado]

Hi Susan,

I believe you may need to Retire the article in order to be able to edit it:

3 Editing Articles

You can edit an existing article by clicking Edit when viewing that article. Edits to an article are automatically published when you save the article. 

3.1 Retiring Articles

You can retire a published knowledge article. Retired knowledge articles are no longer available for users to view. 
A knowledge article has an associated retirement workflow, similar to the publishing workflow. This allows administrators to configure these workflows, defining an approval and review process for retiring knowledge if appropriate. 
When editing an article, click Retire to launch the retirement workflow associated with that article. 

If you want to do Edit it while users can still see it then probably you will need a customization like the one described here:

How to edit published Articles while they remain visible to Users

Thanks,

Berny

[smurray]

Thanks for the answer, Berny. The links are helpful too. I didn't state my use case well. I need to be able to specify who can edit published articles. For example, our entire Incident Mgmt team should all be able to add to or edit certain articles. Our current implementation allows editing rights to only the Submitter and Publisher of the article, so that's only 2 users. How do others out there handle this? I thought that by selecting the IM group as a Collaborator, all those users would be able to edit the article. However, that's not the case. Collaborators can edit only in Submission state, not Published state (at least in our implementation).