User permissions
BMC Knowledge Management now provides two types of user permissions:
- BMC Knowledge Management user permissions — Permissions to perform knowledge management functions using the BMC Knowledge Management application.
KCS user permissions — Permissions introduced with Knowledge-Centered Support (KCS) in BMC Knowledge Management. The KCS framework defines user maturity roles as a 'Licensing Model'. These user maturity roles are mapped to four new permission groups in BMC Knowledge Management. With these permissions, you can assign KCS-defined license levels to knowledge users. The KCS users can perform KCS-defined functions for knowledge management using BMC Remedy with Smart IT (Smart IT) and BMC Remedy Smart Reporting.
These user permissions work in the following manner:
- The introduction of KCS permissions does not change the existing functionality of BMC Knowledge Management user permissions. With BMC Knowledge Management user permissions, you can perform all knowledge management functions using the BMC Knowledge Management application.
(For version 18.05 and later) Before you add the Knowledge User permission for any user, make sure that the Knowledge Management Module license for the Knowledge Management application is added through the Add or Remove Licenses form in the AR System Administration Console; otherwise the following error message is displayed:
- For Fixed licenses—
Unable to assign Fixed license. All Fixed license(0) for 'Knowledge Management' have been assigned.(ARERR 45041) - For Floating licenses—
Unable to assign a Floating license. There are no Floating licenses available for 'Knowledge Management'. (ARERR 45042)
- For Fixed licenses—
- To perform KCS-defined knowledge management functions, you must use BMC Remedy with Smart IT (Smart IT) version 1.3.01 or later. To generate and view KCS reports, you must use BMC Remedy Smart Reporting 9.1.00 or later.
- KCS user permissions and BMC Knowledge Management user permissions, except the Knowledge Config permission, are mutually exclusive. At one time, you can assign either BMC Knowledge Management user permissions or KCS user permissions to users. Only the Knowledge Config permission can co-exist with any KCS permissions.
When you assign KCS user permissions to users, if the selected users do not have existing BMC Knowledge Management user permissions, KCS user permissions are directly added. However, if the users have existing BMC Knowledge Management user permissions, and you add KCS user permissions, then the BMC Knowledge Management user permissions are automatically removed before KCS permissions are added.
Similarly, when you assign BMC Knowledge Management user permissions, any KCS user permissions that the users already have are automatically removed, before BMC Knowledge Management permissions are added.- Users with BMC Knowledge Management user permissions cannot perform KCS-defined functions through the Smart IT interface or view KCS reports in BMC Remedy Smart Reporting. However, they can perform BMC Knowledge Management functions using the Smart IT interface.
- If you revert user permissions from KCS user permissions to BMC Knowledge Management user permissions, users will be unable to perform any KCS functions. They can perform only BMC Knowledge Management functions.
- A user with KCS permissions accessing the BMC Knowledge Management application functions as guest user.
- You can assign permissions to users by using the following methods:
- For one user at a time — By using the People form.
For more information, see Configuring people information in the BMC Remedy ITSM Suite online documentation. - For multiple users in bulk — By using the
People Management console
.
For more information, see Updating the People records
in the BMC Remedy ITSM Suite online documentation.
- For one user at a time — By using the People form.
Based on the knowledge management methods you use in your organization, you can choose to give either BMC Knowledge Management user permissions or KCS user permissions to users.
Recommendation
When you assign permissions to users, add either BMC Knowledge Management user permissions KCS user permissions, but not both.
BMC Knowledge Management user permissions
The following user permissions are available in BMC Knowledge Management:
Permission | Description | Application user license type |
|---|---|---|
Knowledge Admin | Grants full access to the application. This permission is usually assigned to the most advanced users and enables them (in addition to Knowledge User permissions) to generate reports, manage knowledge sources, and migrate data from previous installations. Users with Knowledge Admin permission can perform the following tasks:
Recommendation: Grant this permission to individuals who perform the role of a Knowledge Manager. Users in this role can create system news flashes and run reports. | None |
Knowledge User | Grants write, assign, and promote access to new and existing articles without administrative tasks. This permission is usually assigned to senior members of a support group and enables users to participate in the knowledge article lifecycle. Users with the Knowledge User permission can perform the following tasks:
Recommendation: Grant this permission to advanced technical users or subject-matter experts. These users are typically involved in the content review and approval process. | None |
Knowledge Submitter | Grants write access to new knowledge articles only. This permission is usually assigned to junior knowledge users and trainees and enables them to create and promote articles to Draft status only. Users with Knowledge Submitter permission can perform the following tasks:
You can enable this permission for users who require access to create Knowledge articles from incidents and other requests. For more information about enabling these permissions, see Configuring application settings. Recommendation: Grant this permission to standard technical users who require access to create knowledge articles from incidents or other requests. | None |
Knowledge Viewer | Grants view access to knowledge articles in any status without write privileges. This permission is usually assigned to support staff who only search and view articles. Users with Knowledge Viewer permission can perform the following tasks:
Recommendation: Grant this permission to all users who need to view knowledge articles. | None |
Knowledge Config | Grants access to configuration settings. This permission enables users to configure BMC Knowledge Management settings. Typically, an assigned user is not a member of a support group and is not intended to create, edit, or publish articles. Users with the Knowledge Config permission can configure BMC Knowledge Management settings Recommendation: Grant this permission to individuals who need to configure the component functions mentioned in the list of BMC Knowledge Management permissions. Typically, you grant this permission to someone with the role of an Application Administrator. | None |
Note
For information about migrating user permissions from BMC Knowledge Management version 7.2 and 7.5 to the version 8.0 format, see Migrating user permissions from the 7.2 and 7.5 releases.
KCS user permissions
The KCS user maturity roles define different functions for knowledge users based on their experience level, training, competence, and so on, as defined by the KCS framework. These KCS roles are hierarchical, and users gain more authority as they advance from one level to the next. The level of KCS knowledge, application, and user performance defines the KCS role of a user.
Various performance evaluation techniques as defined by KCS, such as Article Quality Index (AQI) assessment, participation rate, citation count, and so on, provide a means of measuring user performance. A user who meets the KCS-defined standards advances to a higher KCS role, whereas a user who does not meet the standards might move down in the hierarchy.
The following interactive graphic describes the KCS user maturity roles hierarchy:
Permission | Description | Application user license type |
|---|---|---|
| KCS Candidate | A knowledge user, primarily a support user, who creates or recognizes relevant knowledge articles and uses the articles to work with tickets. A KCS Candidate performs the following tasks:
A KCS Candidate user has the following permissions:
A KCS Candidate cannot take ownership of articles created by other users. Recommendation: Grant this permission to a knowledge user who has basic knowledge about the KCS philosophy, and uses the knowledge base to work with incidents. | None |
| KCS Contributor | A knowledge user, primarily a support user, who has a detailed understanding of the target audience, the content standard, the KCS article quality index, and KCS processes. A KCS Contributor performs the following tasks:
A KCS Contributor has the following permissions:
A KCS 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 KCS articles, and can publish the articles to a specific audience, usually the internal users. | None |
| KCS Publisher | An advanced knowledge user who demonstrates 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 KCS Publisher consistently receives a high performance evaluation score and performs the following tasks:
A KCS Publisher has the following permissions:
A KCS 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. | None |
| KCS Coach | An advanced knowledge user who plays a significant role in the KCS adoption process in an organization. A KCS Coach performs the following tasks:
A KCS Coach has the following permissions:
A KCS 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 is a KCS practice expert and can be a mentor to other KCS users for their development of KCS competencies. | None |
Related topics
Permissions required to perform actions in BMC Knowledge Management
KCS permissions required to perform actions in BMC Remedy with Smart IT
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