kb_knowledge report_review ACL blocking access to a report for Service Desk Group

[Javeria]

We have a report built on the kb_knowledge table that we want to make accessible to the Service Desk group. However, the OOTB report_view ACL only allows access if the user has either the knowledge_admin or knowledge_manager role.

I’d like some guidance on the best approach to provide access to around 25 users in the Service Desk group. Here are the options I’ve considered:

1. Assign the knowledge_manager role—though I’m not sure if this would grant unnecessary privileges.

2. Create a new ACL and allow access when the user has the itil role—but this would give access to all itil users (around 200+ in our instance).

3. Create a new custom role and ACL specifically for this use case.

Additionally, I’d appreciate it if someone could clarify how subscription charges work when new roles are created—does it impact licensing in any way?

Thanks in advance!

[Bert_c1]

I would create a new role, and add that to the 'Service Desk' group. Add another ACL for 'report_view', or update the existing ACL and add the new role for the group.