This documentation supports the 20.08 and 20.08.01 versions of BMC Helix Business Workflows.

To view the documentation for the previous version, select 20.02 from the Product version menu.



Responsibilities and permissions for Knowledge Management

To create and manage knowledge articles and templates In Knowledge Management, 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 the functional roles. 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 lists the roles, responsibilities, and permissions for knowledge management activities:

Role

Responsibilities

Permissions

When to assign this role

Knowledge Candidate

  • Search for relevant knowledge articles.
  • Create new articles and edit existing articles.
  • Use existing knowledge articles when resolving support tickets.
  • Propose changes to existing articles.
  • 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 SME Review status.
  • Change status of own articles from In Progress to Draft.
  • Flag own articles in Draft, SME 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.

Grant this permission to a user who uses the knowledge base to work with cases.
Knowledge Contributor
  • Review, enhance, and complete articles that are created by other users to suit a wider audience.
  • Flag articles that need improvement, and unflag articles after improvement.
  • Create and validate articles.
  • Have a detailed understanding of the target audience and the content standards.
  • All permissions of a Knowledge Candidate
  • Edit own articles that are in In Progress or Draft status.
  • Change status of articles to Canceled.
  • 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.

Grant this permission to advanced users who can create, modify, or review knowledge articles, and can publish articles to a specific audience, usually the internal users.
Knowledge Publisher
  • Publish content to an external audience.
  • Understand how to modify the published content and define priority information.
  • Understand and adhere to the copyright and trademark laws as defined by their organization.
  • 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.

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

Knowledge Coach

  • Monitors, maintains, and improves the knowledge health of an organization by guiding users to adopt good knowledge management processes.
  • 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.
  • Accesses the Knowledge Management configuration items to configure knowledge sets, templates, and styles as per the business requirements.
  • 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.

Grant this permission to advanced users who can be mentors to other users for their development of Knowledge Management competencies.
Knowledge AdministratorConfigures the knowledge sets, templates, and styles according to the business needs.The permissions are given out-of-the-box only to the Knowledge Coach functional role.NA



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