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User criteria diagnosis for Knowledge Management

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User criteria diagnosis for Knowledge Management

Manage user access to a knowledge base or an article using user criteria diagnostics. Understand what access users have to a knowledge base or an article and determine which user criteria define those permissions.

User access to a knowledge base or an article can be restricted based on:

This feature only considers user access to knowledge bases and articles based on user criteria.

Activating user criteria diagnostics

The user criteria diagnostics feature is activated with Knowledge Management v3 (com.snc.knowledge3) plugin.

Diagnose user access to a knowledge base

Identify which users have access to a knowledge base and what enables that access.

Before you begin

Role required: knowledge_manager, knowledge_admin, or admin

Procedure

  1. Access the User Criteria Diagnostics landing page using one of these options:
    To access Navigate to
    Using the application navigator Knowledge > Administration > User Criteria Diagnostics
    From a knowledge base
    1. Knowledge > Administration > Knowledge Bases.
    2. Select the knowledge base to diagnose user access.
    3. In the Related Links section, click Run User Criteria Diagnostics.

    The User Criteria Diagnostics landing page appears with the Select knowledge base field pre-populated.

  2. To diagnose user access:
    1. In the Select user field, select a user.
    2. From the Select record type choice list, select Knowledge base.
    3. In the Select knowledge base field, select a knowledge base.
      Every time you select a different user, record type, or knowledge base, the page refreshes and displays data for the selected user.
    4. Click Diagnose.
      The page displays these details:
      • Whether the user has access to the knowledge base based on their domain. Only system administrators can view domain information and change the domain to give access to a user.
      • Which user criteria provides read or read and contribute access for this user to the knowledge base and what type of user criteria definition enables this access.
      • Whether a role that the user has (knowledge_manager, knowledge_admin, or owner of the knowledge base) enables this access.
      • For a user with no access to this knowledge base, which user criteria may be modified to grant the access.

Example

The following image shows an example of a diagnosis where the user Alene Reback does not have access to the IT knowledge base.

Alena can get access to the knowledge base if:

  • Alena is added to one of the existing user criteria defined in the knowledge base.
  • Alena is added to a new user criteria that is defined and added to the knowledge base.

Click the IT knowledge base link and provide the access by adding Alena to a user criteria for this knowledge base.

Example of user criteria diagnosis for a knowledge base.

Diagnose user access to an article

Identify which users have access to an article and what enables that access.

Before you begin

Role required: knowledge_manager, knowledge_admin, or admin

Procedure

  1. Access the User Criteria Diagnostics landing page using one of these options:
    To access Navigate to
    Using the application navigator Knowledge > Administration > User Criteria Diagnostics.
    From an article
    1. Knowledge > Administration > Knowledge Bases.
    2. Select the knowledge base that has the article to diagnose for user access.
    3. In the Knowledge related list, select the article.
    4. In the Related Links section, click Run User Criteria Diagnostics.

    The User Criteria Diagnostics landing page appears with the Select article field pre-populated.

  2. To diagnose user access:
    1. In the Select user field, select a user.
    2. From the Select record type choice list, select Article.
    3. In the Select article field, select an article.
      Every time you select a different user, record type, or knowledge base, the page refreshes and displays data for the selected user.
    4. Click Diagnose.
      The page displays these details:
      • Whether or not the user has access to the knowledge article based on their domain. Only system administrators can view domain information and change the domain to give access to a user.
      • Which user criteria provides read or read and contribute access for this user to the article and what type of user criteria definition enables this access.
      • Whether a role of the user has (knowledge_manager, knowledge_admin, or owner of the knowledge base) enables this access.
      • For a user with no access to this article, which user criteria may be modified to grant the access.
      Note: Members of an ownership group are automatically given Can Contribute access to knowledge articles that their ownership group is associated with.

Example

The following image shows an example of a diagnosis where the user Adela Cervantsz has read access to the KB article, KB0000001 v5.0, in the IT knowledge base because Adela belongs to one of the Can Read user criteria defined in the knowledge base.

Example of user criteria diagnosis for an article
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