This documentation supports the 20.02 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 19.11 from the Product version menu.



2020-02-20_00-18-49_Knowledge Management roles and permissions

In the Knowledge Management shared application, user roles and permissions let you control access to the fields and record definitions. The appropriate Knowledge Management roles are assigned out-of-the-box with BMC Helix Business Workflows functional roles. The tenant administrator is not required to explicitly assign Knowledge roles to the users.

The following sections describe the user roles, dynamic groups, and row-level access permissions:

Roles, groups, and access permissions

Roles define different functions for knowledge users based on their experience level, training, competence, and so on. These roles are hierarchical and users gain more authority as they advance from one level to the next.

The following table describes the Knowledge Management roles, the associated user groups, and access permissions:

BMC Knowledge Management
shared application role
User groupAccess permissions
Knowledge CandidateKnowledge Candidate

Knowledge Candidates are primary support agents who search for relevant knowledge articles, create new articles, or reuse existing knowledge articles when resolving support tickets. They can use existing knowledge articles, propose amendments to them, or create new articles where no relevant article already exists.

A Knowledge Candidate has the following permissions:

  • Create new articles and move them to In Progress or Draft status. A Knowledge Contributor, a Knowledge Publisher, or a Knowledge Coach reviews or completes such articles.
  • Edit own articles that are in In Progress, Draft, or In Review status
  • Change status of own articles from In Progress to Draft
  • Flag own articles in Draft, In Review, or In Progress status
  • Assign own articles to another Knowledge Management user with Knowledge Contributor or above permission. After the assignment changes, a Knowledge Candidate can no longer edit the article.
  • Search and view knowledge articles
  • Rate knowledge articles
  • Comment on knowledge articles

A Knowledge Candidate cannot take ownership of any knowledge articles.

Recommendation: Grant this permission to a knowledge user who has basic knowledge about the Knowledge philosophy, and uses the knowledge base to work with cases.

Knowledge ContributorKnowledge Contributor

Knowledge Contributors review, enhance, and complete articles created by other users to suit a wider audience, flag articles that need improvement, and unflag articles after improvement. They also create and validate articles. Knowledge Contributors have a detailed understanding of the target audience and the content standards.

A Knowledge Contributor has the following permissions:

  • All permissions of a Knowledge Candidate
  • Edit own articles that are in In Progress or Draft status
  • Change status of articles to Cancelled
  • Approve internal publishing of an article
  • Retire internally published articles.
  • Take ownership of knowledge articles

A Knowledge Contributor can take ownership of articles created by other users, can be the article assignee, and can change the assignments.

Recommendation: Grant this permission to advanced knowledge users who can create, modify, or review knowledge articles, and can publish the articles to a specific audience, usually the internal users.

Knowledge PublisherKnowledge Publsher

Knowledge Publishers publish content to an external audience. Knowledge publishers are advanced users who demonstrate good understanding of the implications of modifying published content, defines priority information, and understands the copyright and trademark laws as defined by their organization.

A Knowledge Publisher has the following permissions:

  • All permissions of Knowledge Candidate
  • All permission of Knowledge Contributor
  • Approve external publishing of an article
  • Retire externally published articles

A Knowledge Publisher can take ownership of articles created by other users, can be the article assignee, and can change the assignments.

Recommendation: Grant this permission to advanced knowledge users who have the authority to publish articles to external users.

Knowledge CoachKnowledge Coach

Knowledge Coaches monitor, maintain, and improve the knowledge health of an organization by and guiding users to adopt good knowledge management processes.

A Knowledge Coach performs the following tasks:

  • Helps individuals develop their Knowledge skills, and guides and influences them to adopt good knowledge management processes.
  • Monitors and maintains the knowledge health of the organization.
  • Access the Knowledge Management configuration items to configure knowledge sets, templates, and styles as per the business requirements.

A Knowledge Coach has the following permissions:

  • All permissions of Knowledge Candidate, Knowledge Contributor, Knowledge Publisher, and Knowledge Administrator.
  • Cancel knowledge articles.

A Knowledge coach can take ownership of articles created by other users, can be the article assignee, and can change the assignments.

Recommendation: Grant this permission to an advanced knowledge user who can be a mentor to other Knowledge users for their development of Knowledge Management competencies.

Knowledge AdministratorKnowledge Administrator

Knowledge Administrator configures the knowledge sets, templates, and styles as per the business needs. These permissions are given out-of-the-box to the Knowledge Coach role.


Related topics

Setting up roles and permissions

Data access model

Assigning functional roles and permissions

2020-02-20_00-18-46_Service Level Management roles and permissions

FAQs and additional resources

Troubleshooting application access and usage issues

Was this page helpful? Yes No Submitting... Thank you

Comments