Ownership groups

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Ownership Groups

    Ownership groups allow you to assign a team responsible for managing knowledge articles, enhancing article quality, approval processes, and feedback management. This feature shifts article ownership from individuals to groups, enabling collaborative management.

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    Key Features

    • Article Management: Only members of an ownership group can edit, approve, publish, or retire associated articles, even if they lack general contribute access to the knowledge base.
    • Configuration: To utilize ownership groups, activate the glide.knowman.ownershipgroup.enabled property available with the Knowledge Management Advanced plugin. This property is disabled by default.
    • Contribute Access: By default, authors or revisers lose contribute access to published articles if linked to an ownership group. This can be overridden by enabling the glide.knowman.ownershipgroup.override property.
    • Self-Approval: Ownership group members can approve their own articles by default. This can be restricted by disabling the glide.knowman.ownershipgroup.allowselfapproval property.

    Key Outcomes

    Implementing ownership groups leads to improved article quality and streamlined approval processes. However, if you later decide to disable the ownership group feature, ensure you reassign all associated articles and resolve any pending tasks first to avoid complications.

    Configure ownership groups and associate them with knowledge articles to maintain article quality, manage approvals, and for timely resolution of feedback.

    For the ease of maintenance of knowledge articles, you can assign an ownership group to a knowledge article and shift the ownership of an article from a single person to a group. An ownership group consists of a group of members and a manager who are responsible for knowledge articles. Responsibilities include: approving knowledge articles, performing AQI checks to ensuring article quality, and managing feedback tasks for knowledge articles.

    When a knowledge article is assigned to an ownership group:
    • Only ownership group members have contribute access to the article even if they don't have contribute access to the knowledge base of the article. They can edit, approve, publish, and retire the knowledge article with which they are associated.
    • Users who aren't a member of the ownership group and not an author or editor can't contribute to the article even if they have contribute access to the knowledge base of the article.

    When Create a knowledge article from an incident in ITSM Agent Workspace or editing a knowledge article, you may need to configure the Knowledge form to add the Ownership Group field.

    Activation information

    To enable the use of ownership groups, enable the glide.knowman.ownership_group.enabled property. This property is available when the Knowledge Management Advanced plugin (com.snc.knowledge_advanced) is activated. By default, the property is disabled.
    Note:
    If you use ownership groups, try not to disable the glide.knowman.ownership_group.enabled property later. If you must disable the property later, ensure that you manually reassign all knowledge articles associated with any ownership group, close all article approvals sent to ownership groups, and resolve all open feedback tasks assigned to ownership groups.

    Contribute access to published articles

    If an ownership group is associated with a knowledge article, the author or reviser of the article can't contribute to the article after the article is published. You can override this behavior by enabling the glide.knowman.ownership_group.override property. When the property is set to true, the authors or revisers of knowledge articles associated with ownership groups retain contribute access to their published articles. By default, the property is set to false.

    Approval of self-authored articles for ownership group members

    With an ownership group associated with a knowledge article, ownership group members can approve self-authored articles for publication. You can override this behavior by disabling the glide.knowman.ownership_group.allow_self_approval property. By default, the property is set to true. When the property is set to false, ownership group members can't approve self-authored knowledge articles.