Trying to use Assignment groups AS Knowledge Ownership groups?

[susan remondi]

Can we use assignment groups AS ownership groups? They're going to be the same. We have the assignment groups set up already. I'm looking at the note under step 4 here in the documentation but I'm stuck - also, I believe I read somewhere that you then also have to add tags to make things an assignment group again?

It says

Note: You can also create an ownership group from an existing group.

1. Navigate to System Security > Users and Groups > Groups.
2. Click a group.
3. In the Type field, enter Knowledge.
   Note: If the Type field does not appear on the form, configure the form layout to add it.
4. In the Manager field, enter a manager and add the role knowledge_group_manager.
5. In the Roles related list, click Edit and add the role knowledge_group_member to the group.

But I'm stuck on 4 and 5, because I only see one spot to add roles (at the bottom under Roles, which is next to Group Members).

All help appreciated - thanks!

[Rob Bushrod · Accepted solution]

Hi Susan,

For number 4 - I read that as adding the role directly to the user who you are putting into the manager field

For number 5 - where you are thinking of is the correct place to put the roles for the group.

I have done that in my dev instance with a group and it is appearing under Ownership Groups > All Groups

Thanks,

Rob

[susan remondi]

Thank you!!! To be clear, you made assignment groups first, then followed those instructions from my linked doc, and now it's an assignment group and an ownership group - you've tested it in dev and you can successfully use the group as either? Because that's fantastic.

[Rob Bushrod]

That is correct the group I used was already an assignment group. I then followed the doc and can add as both an assignment group on an incident and an ownership group on a KB article.