ServiceNow Knowledge: Knowledge Base Permissions

This article describes how to determine what Knowledge Base permissions and capabilities you have within the ServiceNow. It also describes the actions and training required to expand your knowledge capabilities.

Determining your Knowledge Base permissions

  1. Use ServiceNow's Global Search to search for your Internet ID.
  2. Scroll down in the right column on the screen. Click on People & Places > Users. 
  3. Click on your name.
  4. Scroll down and click the Groups tab.
  5. 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.)
    • publish articles internally.
  • You cannot
    • modify public articles.
    • publish articles 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.
    • If you need to create public knowledge, contact the Unified Knowledge Group ([email protected]). They will help to identify resources or provide training access.
    • If you need to create internal knowledge, contact the Unified Knowledge Group ([email protected]). They will provide training and access to the Knowledge Editor group.
    • If drafting, no membership is necessary, but a ServiceNow license is required.

If training is required (within the Office of Information Technology), 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).

Training Requirements

Access to the Knowledge Editors group requires either training or consultation. These requirements vary based on your organization and desired access.

  • Office of Information Technology (OIT) Users:
    • Publish internal articles: Complete the Internal Knowledge Creator and Editor Training. Contact [email protected] to request enrollment.
    • Publish public articles: Complete the Public Knowledge Creator and Editor Training. User's must have already completed the Internal training to become a public editor. Internal editors can contact [email protected] to request enrollment.
  • Non-OIT Users
    • Publish internal articles: Contact [email protected] for consultation.
    • Publish public articles: Contact [email protected] for consultation. OIT will work with you to publish any public knowledge.

Questions on Knowledge Permissions

For any other requests related to knowledge permissions, please email [email protected]