Why is it that only users with itil, knowledge, knowledge_admin roles can flag knowledge articles?

[kwilliams]

Hello,

I am working on the use of Knowledge Bases within HR department. For the most part, the out of the box knowledge works in the same way as it does for IT.

However, HR agents are unable to flag knowledge articles, unlike itil users that can. The list of roles that can flag, property 'glide.knowman.show_flag.roles' is only itil,knowledge,knowledge_admin. 

I could of course add sn_hr_core.basic to the list of roles within the sys property mentioned above, but was wondering if any one else had noticed this and had any advise or opinions as to why, OOTB, other roles across the platform are not able to flag articles other than itil, seeing as knowledge is designed to be used across the enterprise?

Thanks

Krista

[Alberto Consonn]

Hi,

this is because of ITIL best practice, so usually only the itil and knowledge users participate to the KB management process. However the system property mentioned by you (glide.knowman.show_flag.roles) open the settings for adding any other role to do it.

Hope this clarify your doubt.

If I have answered your question, please mark my response as correct and/or helpful so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[Alberto Consonn]

Any update on this?

If I have answered your question, please mark my response as correct and/or helpful so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[kwilliams]

Hi Alberto,

Thank you.

I understand that this may have been the initial best practise, when ServiceNow was mainly used for ITIL processes - but most enterprises don't use ServiceNow just for ITSM anymore. The Knowledge portal and other designs are for the entire enterprise to utilise knowledge, not just ITIL users.

Thanks,

Krista

[JulietChicago]

We have the same issue and using ITIL role is an additional cost.

We want all to be able to read an article and flag article but then need ITIL role to flag the article.