Recommended permissions for knowledge_admin role?

[willow1]

Hi all - we're new SN customers (rolled out just over a month ago - Istanbul version), and I am the KM Program Manager.   We have a small KB Admin team that were full administrators on our last platform, and had the ability to administer most of the settings related to Knowledge Base items.   In ServiceNow, we have been given the knowledge_admin role, but we seem to still be fairly limited on what we can do.   Things like Article Form Design, Default List View settings in the Knowledge module and the ability to create keywords to use for pinning articles are not available to us, so we have to add these things to the backlog of our very busy internal SN Dev team.   Can anyone provide a little insight on how you have your knowledge_admin role configured, and if there are any particular things that a team like ours SHOULDN'T be given access to, or should exercise great caution around?   Thanks for any insight or advice!

[shruti_tyagi]

Hi Willow,

knowledge_admin can only manage knowledge bases. For configuring forms and lists you need other roles personalize_form and personalize_list. Please see this article about base system roles:

http://wiki.servicenow.com/index.php?title=Base_System_Roles#gsc.tab=0  

http://wiki.servicenow.com/index.php?title=Knowledge_Management#gsc.tab=0

[willow1]

This is helpful.   Is there instruction somewhere (or that you could provide) that I could reference for a way to create a custom role that could restrict some of the roles in the list to just KB related items?   There is concern about granting blanket access across the platform (which seems reasonable) - but I think we could make a case for it if it could apply only to Knowledge-related items.

Here are some of the roles on that list that seem like they would give us what we are looking for (some we already have):

filter_global

image_admin

impersonator

import_admin

list_updater

personalize_form

personalize_list

personalize_styles

template_editor_global

ts_admin

[yltsai]

Willow,

Per your description on your issue, you need the knowledge_manager role.

Please refer the article.

Knowledge Management roles

Thank you,

[willow1]

It does look like the knowledge_manager role should provide part of what I'm looking for (the ability to PIN), but that role is contained within knowledge_admin, and I confirmed it is already in my list of roles.   Maybe there are functions that is normally assigned to that role that are not included in ours (I found through another thread that the permission needs to be set for the role on the kb_keyword table in order to select the keywords for pinning).