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,

So you mean you have knowledge_manager role and still you are unable to pin article? Are you getting security constraints when you are doing? is it how you are doing it:

https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/product/knowledge-management/ta...

Have you checked user criteria for knowledge:

ServiceNow KB: Understanding User Criteria and ACLs in Knowledge v3 (KB0550924)  

[willow1]

Yes - I was following those instrucions - we are on Istanbul, and I can get an article to show as Featured Content by adding "homepage" to the meta field (which we re-labeled as Keywords), then selecting that article as described above - but I can't figure out how to get another keyword to show in the list of options there.   For instance, I have an article about BlueJeans that has overview info and links to all of the other bluejeans articles, and I want it to show in the top of the results any time someone does a search that includes 'bluejeans' - but I can't figure out how to get that term added to the keywords.

[willow1]

In this thread, Sarup Paul provided some advice, which I am asking my dev team to research - I started this new thread as there are a few other functions that we would like to be able to do ourselves as well if feasible.

[venkateshgaarla]

If we access the above knowledge Keywords popup by knowledge_admin role, we would see 'New' button to create new Knowledge Keyword. Please try. Thanks.

Steps:

1. Open above published article as knowledge_admin
2. Go to 'Knowledge Keywords' related list (If it is not present, add 'Personalize_form', "personalize_list' roles to the user to configure Relates Lists/Form Layout/Form Design)
3. Click on New
4. Then click on search icon for Keywords list.
5. Click on New button to create new knowledge keyword

Hope this helps. Thank you.

[shruti_tyagi]

Sorry for not responding Willow, yes as Venkatesh said I guess you need to create new keyword using New button. I have submitted feedback on this documentation (Pin a knowledge article ) to elaborate as this seems like little confusing right now.