Can knowledge managers edit draft articles if versioning is turned on?

[Kristin J]

Hello! I have a group of authors to whom I've granted the knowledge_manager role, with the intent that they can edit any draft article within their specific knowledgebase.  I have a "can contribute" user criteria set, and we have Advanced Knowledge plugin installed to allow for versioning.

I interpret the attached info from ServiceNow documentation to mean that although I have user criteria set and the plugin is active, a knowledge_manager role should allow for drafts to be edited even if it is not the author. The wording does say "article author and knowledge_manager role, but that doesn't make sense to me that only authors can edit a draft, but that's exactly what is happening in my instance.  

Is it actually OOB that only the author can edit a draft under these circumstances, or is there something "broken"? Other community suggestions were that I write an ACL, but if this is supposed to work OOB with a knowledge_manager role, that's much preferred!

My HR KB config:

• User has roles (among others): knowledge_manager, sn_hr_core.kb_writer
• 
  

Thank you for any help!

Kristin

[Kristin J]

Hi there! I'm the OP from waaaay back lol. I just saw you'd put this question in. There have been so many changes in Knowledge since I put this in, if you're looking at this challenge I'd look at how to use Ownership Groups to handle this. 🙂  Good luck!

[Randall King]

I appreciate the reply. I'm not sure how that would help us. We need all of our support agents to have ownership of the KB content, so they should all be able to edit any article and submit it for review. If someone else has edited or created one but didn't finish it, I need other employees to be able to finish it without me having to manually intervene.

From reading about ownership groups, it seems like it would give more rights than what I want our employees to have, like the ability to approve articles, while at the same time it would restrict them from editing other articles when I need them to be able to edit any article.

[Rajesh Kannan G · Accepted solution]

Hi,

When versioning is enabled, articles in draft state can be edited only by

1. Knowledge Admin or Owner of the knowledge base (Or)
2. Author/Reviewer provided they have contribute access to knowledge base (Or)
3. Manager or Member of Ownership Group.

I wouldn't recommend creating write ACL, instead use one of the above options.

Regards,

Rajesh

[Kristin J]

Thanks for the response, Rajesh. We are still on London but are going to New York before the end of the year. It looks like the Ownership Group function will be the natural answer to my issue, even though it may mean retrofitting the existing articles to assign an Ownership group to them.

Thanks for summarizing that for me...I wouldn't have known about the option in New York otherwise.

Cheers,

Kristin

[MLeclair]

Experiencing the same and the user DOES have Knowledge Admin permissions already. Is writing to ACL the only way?  This appears legitimately broken