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.

Roles and permissions

BMC Helix ITSM: Knowledge Management provides Knowledge Management user permissions, which are permissions to perform knowledge management functions by using the BMC Helix ITSM: Knowledge Management application.

Based on the knowledge management methods you use in your organization, you can choose to give either BMC Helix ITSM: Knowledge Management user permissions or KCS user permissions to users.

Best practice

When you assign permissions to users, add eitherBMC Helix ITSM: Knowledge Managementuser permissions or KCS user permissions, but not both. 

You can assign permissions to users by using the following methods:

  • One user at a time by using the People form. See information about configuring people in the BMC Helix ITSM Suite online documentation.
  • Multiple users in bulk by using the Managing your work in BMC Helix ITSM console Open link . For more information, see Updating people information Open link  in the BMC Helix ITSM online documentation.

BMC Helix: Knowledge Management user permissions

The following user permissions are available in BMC Helix ITSM: Knowledge Management:

Permission

Description

Best practice

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 permissions can perform the following tasks:

  • Create new knowledge articles.
  • Modify all of the articles that are visible to them.
  • Change the assignee.
  • Change the article status.
  • Publish and cancel articles.

Grant this permission to users who perform the role of Knowledge Manager. Users in this role can create system news flashes and run reports.

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 them to participate in the knowledge article lifecycle.

Users with the Knowledge User permission can perform the following tasks:

  • Create and modify knowledge articles.
  • Update all draft articles.
  • Promote articles to any of the review statuses.
  • Submit articles for Publish Approval and Retire Approval.

Grant this permission to advanced technical users or subject-matter experts. These users are typically involved in the content review and approval process.

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:

  • Create new knowledge articles and modify their own knowledge articles that have the In Progress status.

  • Create and promote articles to In Review status only.
  • Create new knowledge articles and modify their own knowledge articles, even in Draft status.

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.

Grant this permission to standard technical users who require access to create knowledge articles from incidents or other requests.

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:

  • View published knowledge articles.
  • Review Draft and In Review articles.

Grant this permission to all users who need to view knowledge articles.

Knowledge Config

Grants access to configuration settings. This permission enables users to configure BMC Helix ITSM: Knowledge Managementsettings. 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 Helix ITSM: Knowledge Managementsettings.

Grant this permission to users who need to configure the component functions listed for  BMC Helix ITSM: Knowledge Managementpermissions. Typically, you grant this permission to users with the role of an Application Administrator.

Mapping Knowledge Management roles to permissions

BMC Helix ITSM: Knowledge Management has the following permission groups, each mapped to a certain role:

Role

Permission groups

BMC Helix ITSM: Knowledge Management user roles

Knowledge Manager

Knowledge Admin

Knowledge Subject Matter Expert (SME)

Knowledge User

Knowledge Application Administrator

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

Comments