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 group | Access permissions |
|---|---|---|
| Knowledge Candidate | Knowledge 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:
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 Contributor | Knowledge 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:
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 Publisher | Knowledge 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:
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 Coach | Knowledge 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:
A Knowledge Coach has the following permissions:
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 Administrator | Knowledge 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
Assigning functional roles and permissions
2020-02-20_00-18-46_Service Level Management roles and permissions
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