Restrict Knowledge Base Categories on Roles

Henrik Jutterst · ‎06-28-2017

We've recently moved our ITSM system into ServiceNow and are constantly looking to move of our internal systems into ServiceNow platform. I really like the platform and want to make as much use of it as possible.

One think that I know we would like to move into ServiceNow is one of our systems for handling documentation into ServiceNow knowledge Base. But I still haven't found a good way to set up role based categories to restrict certain parts of the Knowledge Base.

As far as i know there are two ways to handle this:

1. Create a new Knowledge Base for each group/role in the system and setup rights based on that. Thus creating several Knowledge Bases and not an ideal way of gathering knowledge.

2. Set user privileges for each article in the Knowledge Base. Also not an ideal way of working when having thousands of articles to handle.

Question: Is there anyone with knowledge if there will be a feature to restrict knowledge base categories based on roles in ServiceNow? Roles is already an important part of access in ServiceNow, so why not in Knowledge Base?

Kind Regards

/Henrik

Siddartha Gudim · ‎06-28-2017

You can make use of USER CRITERIA which also the serves the purpose

You can find more info about user criteria here

Please like or mark correct based on the impact of the response.

Chuck Tomasi · ‎06-28-2017

Hi Henrik,

You may be able to do this with a script in the user criteria using the Script field (when you check 'Advanced'). Take a look at the example provided OOB called All Customer Contacts.

Replace YOURINSTANCE with your instance name in the URL below

https://YOURINSTANCE.service-now.com/nav_to.do?uri=user_criteria.do?sys_id=a353d870c3120200e69810c42...

Henrik Jutterst · ‎06-29-2017

Hi Chuck and thanks for the reply!

Clicking the link gives me a page with "No record Found". I thought it was because we cleared all our demo data, so I ordered a new Dev-instance (jakarta this time) but the same message then.

Can you provide me with the script here so I can restrict categories in a knowledge Base?

BTW: We use Helsinki

Kind Regards

/Henrik