Setting up roles and permissions

User access for BMC Helix Innovation Suite Knowledge Management (ISKM) is determined based on the users’ responsibilities for the particular product (for example, BMC Helix ITSM) in your organization. Users need specific permissions to perform certain actions in the knowledge management. Out-of-the-box functional roles are available in all supported products, such as BMC Helix Business Workflows, which grant users the required permissions to access and use ISKM. These roles must be assigned to the users. For example, users who need to publish knowledge articles externally must be assigned a Knowledge Management role.

A combination of functional roles and permissions is required for users to access and use ISKM. Roles and permissions are assigned in BMC Helix Innovation Suite. The following table lists the OOTB user types available in the supported products:

Product	Functional role	Reference
BMC Helix ITSM	Administrator, Service desk agent	Roles and permissions
BMC Helix Business Workflows	Administrator, Case agent	Setting up roles and permissions
BMC Helix Digital Workplace	End user	Roles and permissions

IS persona

IS Persona is the functional role that is used for applications that reside on BMC Helix Innovation Studio. These functional roles are created in BMC Helix Innovation Studio, but assigned to users from the Person form in Mid Tier.

Learn how to assign IS Persona in Assigning IS Personas to People data.

Responsibilities and permissions for ISKM

To create and manage knowledge articles and templates in ISKM, user roles and permissions let you control access to 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, and competence. 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:

Knowledge 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 your own articles that are in In Progress, Draft, or SME Review status. Change the status of your own articles from In Progress to Draft. Flag your own articles in Draft, SME Review, or In Progress status. Assign your own articles to another Knowledge Management user with Knowledge Contributor or earlier listed permissions. 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 incidents or cases.
Knowledge Contributor	Review, enhance, and complete articles 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 your own articles that are in In Progress or Draft status. Change the status of articles to Canceled. Approve internal publishing of an article. 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 and 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 or delete knowledge articles. A Knowledge coach can take ownership of articles created by other users, can be the article assignee, can change the assignments, and retire articles that are no longer required.	Grant this permission to advanced users who can be mentors to other users for their development of Knowledge Management competencies.
Knowledge Administrator	Configures the knowledge sets, templates, and styles according to the business needs.	The permissions are given out-of-the-box only to the Knowledge Coach IS persona.	NA

Permissions to read and edit content in ISKM

The following table describes the read and edit access to knowledge articles for each knowledge role:

Knowledge role	Knowledge article state in ISKM
Knowledge role	Work in progress	Draft	Approved	Published	Archived	Delete
End user (Reader)	read ❌️ edit ❌️	read ❌️ edit ❌️	read ❌️ edit ❌️	read ✅️ edit ❌️	read ❌️ edit ❌️	read ❌️ edit ❌️ delete ❌️
Candidate	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ❌️	read ✅️ edit ❌️	read ❌️ edit ❌️	read ❌️ edit ❌️ delete ❌️
Contributor	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ❌️	read ❌️ edit ❌️	read ❌️ edit ❌️ delete ❌️
Publisher	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ❌️ edit ❌️ delete ❌️
Coach	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ❌️ edit ❌️ delete ✅️
Administrator	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ❌️ edit ❌️ delete ✅️

Setting up roles and permissions

IS persona

Responsibilities and permissions for ISKM

Permissions to read and edit content in ISKM

BMC Helix Innovation Suite Knowledge Management 26.1

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