Can we prevent ITIL users from seeing draft/review Knowledge Articles?
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03-02-2018 02:13 PM
Environment: Jakarta, Patch 4; Knowledge v3 with version control; service portal AND platform
I've been asked if we can prevent ITIL users from seeing draft/review articles from within the Service Portal and the platform. Non-ITIL users cannot see draft/review articles in either the portal or platform.
I've experimented with the following properties, but they did not do what I expected. Reference: https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/product/knowledge-management/ref...
Show unpublished articles in Knowledge Base portal and topic lists. (glide.knowman.show_unpublished)
Select the Yes check box to allow users to see unpublished articles in the knowledge portal and knowledge search results. Use the subsequent List of roles... properties to designated which users can see articles in various unpublished states. If this is not selected, users with appropriate roles can access unpublished articles through other modules of the Knowledge Base application.
List of roles (comma separated) that can see articles in the Review workflow state in the Knowledge portal and Topic list. (glide.knowman.section.view_roles.review)
Enter role names exactly as they appear in User Administration > Roles. If Show unpublished articles in Knowledge Base portal and topic lists is selected, users with these roles see articles in the Review workflow state in the knowledge portal, in the topic list that appears when they click a topic title on the portal, and in knowledge search results.
List of roles (comma separated) that can see articles in the Draft workflow state in the Knowledge portal and Topic list. (glide.knowman.section.view_roles.draft)
Enter role names exactly as they appear in User Administration > Roles. If Show unpublished articles in Knowledge Base portal and topic lists is selected, users with these roles see articles in the Draft workflow state in the knowledge portal, in the topic list that appears when they click a topic title on the portal, and in knowledge search results.
I guess by "unpublished", the properties refer to articles that have never been approved/published (version 0.1, 0.2, etc.). Is there a way to prevent ITIL users from seeing draft/review articles, particularly those that are versions of articles that have previously been published, so I'm talking 1.01, 2.01, etc.?
Susan Williams, Lexmark
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03-02-2018 02:15 PM
You could accomplish this via ACLs with defined roles. Change the read ACL to exclude itil users.
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03-02-2018 02:30 PM
Well, I just checked a personal developer instance (Jakarta) and ITIL users cannot view draft/review articles, whether 0.1, 0.2, or 1.1, 1.2, 2.1, etc. I'll check into whether we've got an ACL that's allowing read access for ITIL users.
Susan Williams, Lexmark
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03-02-2018 02:35 PM
Since you're using v3 it could also be User Criteria. I'd check those.
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12-06-2022 01:46 PM
Did you find an answer to this? We have the same need.
It seems like using ACLs would prevent them from seeing the revisions and drafts completely, which is not desirable for us. We just don't want them to see them when they are searching for an article to help them solve something. However, they should be able to see them when adding and editing articles.
