Who can view Feedback replies?

[jeffblancato]

Hi all,

We've done a fair amount of customization to the Knowledge Base application, and I need some outside verification of behavior I'm seeing with knowledge Feedback: should end users having the OOB 'itil' and 'knowledge' roles be able to see replies to Feedback?  

For example:
-User A leaves a comment on a published knowledge article.

-User B replies to User A's comment via the "Comment" link appearing below User A's comment.

In our instance, users with the 'itil' and 'knowledge' roles can see User A's comment, but not User B's comment.

Can someone tell me if that behavior is by design?

Thanks!

-Jeff

[Patrick DeCarl1 · Accepted solution]

Jeff,

With not knowing all the changes you have done to KB, you can use the ACL debug to see what ACL might be stoping user from seeing User B reply.

If you're using KMv3, there are two Read ACLs for kb_feedback table. 1. looks for the three roles "hr_kb_writer"(if you have HR), "knowledge", and "knowledge_admin".

The second ACL read rule looks at "canRead" function under "KBKnowledgeSNC" script include.

[shloke04]

Hi Jeff,

By default OOB Feedback can be viewed by only those Users having Role as "Knowledge_admin" or "knowledge_manager". Please find the screen shot for the same below:

Hope this helps.Mark the answer as correct/helpful based on impact.

Regards,

Shloke

[shloke04]

Hi Jeff,

If your query is Resolved, Please mark the answer as correct so that the thread can be removed from the Unanswered list.

Regards,

Shloke