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Description

Users with knowledge_admin role do not have read/write access to all knowledge bases unless user criteria are assigned.

Steps to Reproduce

 

  1. Create two knowledge bases: ITIL and non-ITIL.

  2. Create a user criteria that gives access only to users with the ITIL role.

    1. Navigate to Knowledge > Administration  > User Criteria.
    2. Click New.
    3. Provide a name for the record.
    4. Click the lock icon next to the Roles field and type or select the role.
    5. Click Submit.
  3. Add the user criteria to the ITIL knowledge base.

    1. Navigate to Knowledge > Administration > Knowledge Bases.
    2. Select the knowledge base.
    3. Under Related Links, click the Can Read tab, click Edit, add the ITIL criteria, and click Save.
    4. Select Can Contribute, click Edit, add the ITIL criteria, and click Save.
  4. Impersonate an ITIL user who has access to the ITIL role.

    The ITIL user should be able to read/write to articles in the ITIL knowledge base but not be able to read/write to articles in the non-ITIL KB because the user criteria is not defined for the non-ITIL knowledge base.

  5. Add the knowledge_admin role for the ITIL user.

  6. Impersonate the same ITIL user who had access to the ITIL role and now has the knowledge_admin role.

    The ITIL user should now be able to read/write to articles in the ITIL knowledge base as well as all non-ITIL knowledge bases. However, that is not the case.

For more information about creating knowledge base user criteria and applying them to knowledge bases, see the topic Select user criteria for a knowledge base in the product documentation.

 

Workaround

Create a user criteria record for users with the knowledge_admin role and apply it to the knowledge bases for which users with the knowledge_admin role need to have access.

  1. Navigate to Knowledge > Administration > User Criteria.

  2. Click New.

  3. Provide a name for the record (for example, "Users with knowledge_admin role").

  4. Click the lock icon next to the Roles field and type or select knowledge_admin.

  5. Click Submit.

  6. Add this criteria to the knowledge bases for which users with the knowledge_admin role need to have access.

Note: To receive notifications when more information is available about a permanent fix for this issue, subscribe to this known error article by clicking the Subscribe button at the top of the article. Versions that have a permanent fix will be listed in the Fixed In field.


Related Problem: PRB687945

Seen In

Fuji Patch 12 Hot Fix 1
Geneva Patch 4
Helsinki Patch 2
Helsinki Patch 6 Hot Fix 1

Fixed In

Geneva Patch 11
Helsinki Patch 9
Istanbul Patch 2
Jakarta

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2017-11-29 21:05:52
Published:2017-08-03