Knowledge role vs ITIL Role

[Rohith Sureshk1]

Hi,

Can someone tell me, what are some of the privileges which knowledge role have and ITIL role doesn't in knowledge table?

As far as I observed both are having same access in KB articles with ownership grp configured.

Please let me know if there is any difference in these two role reg KB record.

Thanks,

Rohith

[Dr Atul G- LNG]

Hi @Rohith Sureshk1 

OOTB, these role are there on Knowledge

[AndersBGS]

Hi @Rohith Sureshk1 

While the ITIL role may also involve access to certain aspects of knowledge management within the context of IT service management processes, such as incident, problem, and change management, the Knowledge role typically focuses specifically on the administration and optimization of the knowledge base itself, with a primary emphasis on creating, organizing, and disseminating knowledge content across the organization. You can see below the different roles OOTB and what they give access to:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Robbie · Accepted solution]

Hi @Rohith Sureshk1,

There is absolutely a distinct difference between both the ITIL and Knowledge roles. Keeping it very high level and simple, the 'itil' role provides access to the core Incident, Problem, and Change Request tables, data and records (with numerous more accessible). 

Importantly for the distinction and to answer your question, whilst an ITIL user can view Knowledge articles via the knowledge base, that is it. They can simply view.

When a user has the 'knowledge' role, a user can view, edit, and create knowledge articles.

Please note, Knowledge and content creation is a process within itself. It is therefore not uncommon to have articles reviewed and approved before an article can be published and made generally available for all users. For this you'll notice that there are more 'knowledge roles' available to segregate such tasks and steps.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie