ServiceNow Knowledge: Knowledge Base Permissions

This article describes how to determine what permissions and capabilities you have within the ServiceNow Knowledge Base. It also describes the proper procedures for correcting or expanding someone’s capabilities.

Determining your Knowledge Base permissions

1. Search ServiceNow for your Internet ID.
2. Under People & Places > Users, click your Internet ID.
3. Scroll down and click the Groups tab.
   • If you don't see tabs, see Use the Custom Settings Panel.
4. Note if you are a member of:
   • Knowledge Editors
   • Public Knowledge Editors

No Knowledge Groups Listed

If you are not a member of the Knowledge Editors or the Public Knowledge Editors groups:

• You can view internal articles as well as public articles, and provide feedback on both.
• You cannot
  • modify internal articles.
  • create or modify public articles.
  • publish articles internally or publicly.
  • view retired articles.

Knowledge Editors Group

If you are a member of the Knowledge Editors group:

• You can
  • create, modify and view internal articles.
  • resolve feedback on internal articles.
  • view public articles. (Everyone can view public articles)
• You cannot
  • modify public articles.
  • publish articles internally or publicly.

Public Knowledge Editors Group

If you are a member of the Public Knowledge Editor group, you can:

• create, modify and view internal articles.
• modify public articles.
• resolve feedback on internal and public articles.
• publish articles internally and publicly.
• view public articles. (Everyone can view public articles.)

If you are a member of both the Knowledge Editors group and the Public Knowledge Editors group, you have all permissions described in the Public Knowledge Editors section.

Requesting membership in the appropriate editor group

1. Verify you are not currently a member of the appropriate group. See Permissions section above.
2. Determine the role you will need to complete your work.
   1. If public creation is required contact the Unified Knowledge Group (it-knowledge@umn.edu) to request access and resources.
   2. If creating internally, contact the Unified Knowledge Group for access to the Knowledge Editor group.
   3. If drafting, no membership is necessary, but a ServiceNow license is required.

If training is required (within OIT), after you successfully complete the Knowledge course, you will be notified of permissions to create and publish internal knowledge (and, if applicable, publish public knowledge).

Requesting a Group Change

If you require a change in membership to either the Knowledge Editor or Public Knowledge Editor groups, please email your request to the Unified Knowledge Group at it-knowledge@umn.edu.