This documentation supports the 23.3 version of BMC Helix ITSM: Knowledge Management.

To view an earlier version, select the version from the Product version menu.

Knowledge management permissions and default actions

The following table shows the available default actions for the different user permissions.

PermissionsSelf ServiceKnowledge ViewerKnowledge SubmitterKnowledge UserKnowledge AdminKnowledge ConfigComments
Viewing
View articles in simple view(tick)(tick)(tick)(tick)(tick)(tick)Self Service users can view knowledge articles in simple view only if those articles are assigned to the appropriate visibility group. For more information, see Restricting access to knowledge base content by configuring visibility groups and How knowledge articles are found.
View articles in advanced view
(tick)(tick)(tick)(tick)
Not applicable.
View in-progress articles

(tick)(tick)(tick)
You can see only in-progress articles that you created. You cannot view an in-progress article that another user created.
View draft articles
(tick)(tick)(tick)(tick)
Not applicable.
View in-review articles
(tick)(tick)(tick)(tick)
Not applicable.
View published external articles(tick)(tick)(tick)(tick)(tick)(tick)Self Service users can view external knowledge articles (external files that have been registered in the knowledge base via the Registration Wizard) only if those articles are assigned to the appropriate visibility group.

For more information, see Registering file system paths, Restricting access to knowledge base content by configuring visibility groups, and How knowledge articles are found.
View published internal articles
(tick)(tick)(tick)(tick)
Published knowledge articles are approved but not visible to Self Service users.
View closed version
(tick)(tick)(tick)(tick)
Closed articles are not returned after a search, but can be viewed in the revisions tab of the advanced view.
View retired articles
(tick)(tick)(tick)(tick)
By default, the retired articles are searchable.
View canceled articles



(tick)
Canceled articles can be viewed from the console.
View articles waiting for approval
(tick)(tick)(tick)(tick)
Articles waiting for approval (both published and retired) can be searched for and viewed.
View update requests
(tick)(tick)(tick)(tick)
Not applicable.
View relationships(tick)(tick)(tick)(tick)(tick)(tick)Not applicable.
View Categories(tick)(tick)(tick)(tick)(tick)(tick)Not applicable.
View Revisions
(tick)(tick)(tick)(tick)
Not applicable.
View History
(tick)(tick)(tick)(tick)
Not applicable.
View Usage



(tick)
Not applicable.
Editing
Create a new article

(tick)(tick)(tick)

After an article has been updated to In Progress, it can be assigned to a Knowledge User or Admin.

Important: The Assignment availability option in your People record must be set to Yes for you to be able to create new knowledge articles.

Edit In Progress

(tick)(tick)(tick)
Knowledge Submitter users can edit only their own articles.
Edit draft


(tick)(tick)
Not applicable.
Edit in-review


(tick)(tick)
The editor must be part of the relevant reviewer's support group.
Edit published


(tick)(tick)
This action creates a new version in draft.
Edit closed version





No user can edit a closed version of the article.

Edit retired


(tick)(tick)
Users can only edit articles flagged as internal, change the article status to Cancelled, and change the assignee.
Edit cancelled





No user can edit the cancelled version of an article.
Edit waiting-for-approval





No user can edit an article awaiting approval for publishing or retiring.
Workflow
Change status to draft

(tick)(tick)(tick)
The status is changed to Draft from In Progress.

Important: Users with Knowledge Submitter permission can promote a knowledge article to Draft status only if the Assignee user has Knowledge User or Knowledge Admin permission.
Change status to review


(tick)(tick)
Not applicable.
Change status to publish/retire approval


(tick)(tick)
Draft articles can also be changed to Retired-Approval.
Change status to cancel



(tick)
Only a Knowledge Admin can cancel an article without any approval, irrespective of the article status. However, Knowledge users have to follow the approval process to cancel knowledge articles.
Take ownership


(tick)(tick)
User must be part of the relevant reviewers support group if the article is in review. In other statuses, the group is not relevant.
Assign ownership


(tick)(tick)
User must be part of the relevant reviewers support group if the article is in review. In other statuses, the group is not relevant.
Approve publish





This workflow is configured in the BMC Helix ITSM: Knowledge Managementconfiguration. Requires support group membership and Knowledge Approver functional role.

Approve retire





This workflow is configured in the BMC Helix ITSM: Knowledge Managementconfiguration. Requires support group membership and Knowledge Approver functional role.

Set owner/owner-group



(tick)
Not applicable.
Knowledge Management Console
Open knowledge source management under Functions



(tick)
Not applicable.
Quick Actions



(tick)
Not applicable.
View articles not assigned to me/All



(tick)
When filtering my groups users; who are not assigned, the users can also view the filtered articles.
IT Home Page
Open the Knowledge Management Console
(tick)(tick)(tick)(tick)
Not applicable.
Open configuration for Knowledge Management




(tick)Not applicable.
Open search dialog box(tick)(tick)(tick)(tick)(tick)(tick)Not applicable.
Other





Not applicable.
Submit update requests
(tick)(tick)(tick)(tick)
Not applicable.
Submit feedback(tick)(tick)(tick)(tick)(tick)(tick)Not applicable.
Create reports



(tick)
Not applicable.
BMC Helix fixed (write) license


(tick)(tick)(tick)Not applicable.
Part of support staff
(tick)(tick)(tick)(tick)(tick)Not applicable.
Create relationships

(tick)(tick)(tick)
A submitter can create relationships only for In-Progress articles.
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